Help Centre

Order Amendments

Stacey

Overview

This process explains what to do when a customer requests to amend or make a change to their order, i.e. change the delivery date, correct the recipient's details, amend their card message, etc. Follow the relevant steps for orders executed by a florist, courier, Teleflora or overseas unit. 

Always identify the order type before taking any action.

1. Initial Checks When You Open the Ticket (for all order types)

  • Verify Data Protection - Locate the order via Customer View, confirm you can discuss order details with the customer.
  • Check the Executing Member
  • Check Order Status

    • Awaiting Acceptance – The order may be modified without contacting the executing member, however, not if Teleflora or Overseas.

    • Accepted - No changes can be made without discussing with the executing member first.

    • Rejected - The order has been declined by the executing member so is back with us to make the relevant changes.

    • Delivered/ Delivered Carded - It is too late to make any changes to the order.

    • Delivery Attempted - No changes can be made without discussing with the executing member first.

If the customer's email was sent before the order was marked delivered, then:

  • Send the customer a "Delivered/ Delivered Carded Macro" email.
  • Log as Pre-Delivery – No Further Action (NFA).

  • Solve the ticket.

     

  • Check Messages / Back Copy

    Compare:

    • The customer's email (include time & date in notes)
    • The order back copy
    • Any florist/unit notes or courier tracking
  •  Logging the contact
    • Pre-Delivery > Event Type = Task
    • Select the appropriate Event Name and Action Type

Section A. Florist Orders

A1. Check Order Status

  • Awaiting Acceptance - Edit freely.

  • Rejected - Edit freely.

  • Accepted - Call florist before any edits

A2. Review Order Information

  • Read all notes on the back copy.

  • Check Transaction Details for refunds or discrepancies.

  • Review any earlier versions of the order.

A3. Contact the Florist (if required)

  • Phone the florist to discuss required amendments.

  • Document in an Internal Note:

    • What is being changed

    • Name of florist spoken to

    • Any agreed actions

  • If the florist advises that they are unable to accomodate the amendment, send "Unable to Amend Order Macro" to customer.

    • Solve the ticket and close the Pre-Delivery.

A4. Edit the Order

  1. Click Edit on the order.

  2. Click Edit again within the Deliveries section.

  3. Select the field(s) you need to update:

    • Occasion

    • Delivery Date

    • Recipient Details

    • Product

    • Card Message

    • Executing Member (Florist)

  4. To change florist:

    • Click please click here >> to view available florists.

  5. Adjust products using Add Product / View/Edit / Remove.

  6. Click Save.

  7. Ensure that the order value is correct in the gold box on the right side (compare to the Transaction Details on the backcopy). If the value does not match, the order may go into Pending if it needs more payment, or the customer will be refunded the difference if less payment is needed.

  8. Ensure that the order is sent back to the same florist, if agreed with them; and that any priority delivery has been added.

A5. Contact the Customer

  • Send "Amendment to Order Macro" email to customer.

  • Update your notes.

  • Solve the ticket and close the Pre-delivery.

Section B. Overseas Orders (Unit & Teleflora)

Important: Do NOT edit overseas orders.

B1. Check the Delivery Date

  • If the delivery date is same day it will be too late to amend any recipient or product details.

B2. Check Order Status

All of the order statuses on overseas orders are automated:

  • Transmitted - Once the order is placed, this is the status you will see. Please ensure the order has a TF/GFS number on the backcopy. If it doesn't the order has failed and will need pushing through.

  • Dispatched - 24 hours prior to the delivery date, you will see this status.

  • Delivered - 24-48 hours after the delivery date, you will see this status.

B3. Contact the Overseas Unit/Teleflora

Within UK and IE privileges, send a Rosemail.

Outside of UK and IE privileges, if Teleflora, email ibu_orders@teleflora.com. If unit, send a message on GFS.

Example:

Subject: Overseas Delivery Amendment Required - reference number

Dear Retrans/Teleflora,

Our customer has requested to make a change to their order.

Please could you confirm the following change has been made - [insert details of the amendment needed].

Regards, (Your Name), CS

Set ticket status to On-hold (2 working days) and leave the Pre-Delivery in Awaiting Reply.

This queue is monitored daily.

B4. Contact the Customer

  • Send "Overseas Amendments Not Guaranteed Macro" email.
  • Close the Pre-Delivery in Rosegold with the appropriate notes and solve the ticket.

B5. When the Overseas Partner Replies

  • Send "Amendment to Order Macro" if the changes are confirmed; or "Unable to Amend Order Macro" if the changes are denied.

  • Close the Pre-Delivery in Rosegold with the appropriate notes and solve the ticket.

     

Section C. Courier Orders

C1. Check Order Status

  • Awaiting Acceptance - Edit freely.

  • Rejected - Edit freely.

  • Accepted - We are unable to make any amendments as the order has already been processed for dispatch.

C2. Edit the Order

  1. Click Edit on the order.

  2. Click Edit again within the Deliveries section.

  3. Select the field(s) you need to update:

    • Occasion

    • Delivery Date

    • Recipient Details

    • Product

    • Card Message

    • Executing Member (Florist)

  4. To change florist:

    • Click please click here >> to view available florists.

  5. Adjust products using Add Product / View/Edit / Remove.

  6. Click Save.

  7. Ensure that the order value is correct in the gold box on the right side (compare to the Transaction Details on the backcopy). If the value does not match, the order may go into Pending if it needs more payment, or the customer will be refunded the difference if less payment is needed.

C3. Contact the Customer

  • Send "Amendment to Order Macro" if the changes are possible; or "Unable to Amend Order Macro" if the changes are not possible.

  • Update your notes.

  • Solve the ticket and close the Pre-delivery.

Section C. Billing Details

We are unable to amend billing details on an order placed, however, we can amend the customer's details on their account under Customer View. This request needs to be passed on to the Order Management Team.

We can also send them an email receipt if they have not received confirmation of their order.

  • When locked into the order, make sure "Email Receipt" is selected on the drop down menu and click "Ok".
  • Enter the correct email address and click "Submit".

 

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