Stacey

OverviewThis 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,...

OverviewThis process explains what to do when a customer requests to cancel their order, i.e. stop the delivery, terminate the order, revoke the payment etc. Follow the relevant steps for orders ex...

OverviewThis process explains how to manage Rejected orders across UK, IE, International/DOS, FOL, Edible Products, MM, and specialist scenarios.The objective of handling Rejections is to avoid ord...

OverviewComplimentary orders are orders provided to a customer at no charge. They are typically used to resolve:ComplaintsService failuresDelivery or product issuesAlthough no payment is taken, com...

OverviewGlobal Florist Service (GFS) is the system used to communicate with Overseas Units. It allows agents to:View international order detailsSend and receive messagesShare images and filesReques...

OverviewFareye is used to track florist-delivered orders and view delivery progress, timestamps, and photographs captured by the florist and driver. This process explains how to access Fareye, sear...

OverviewThis process explains how to deal with an Escalation, when a Customer is unhappy with our resolution and requests that we go further. You may also be passed a task by a Director if a Custom...

OverviewThis process explains what to do with Pending orders. Orders will fall into Pending Status when an amendment is made, but the amount of money on the order does not match the new required am...

OverviewThis process explains what to do when a Customer requires a donation to a charity. This is usually related to Funeral Complaints.Always identify the order type before starting the investiga...

We now have a limited number of flowers and plants available for delivery on a Sunday! Sunday delivery charges are as follows: Florist - £11Plants - FREE courier deliveryFlorist Boxed - FREE delive...