Opening Speil
Hello, {CUSTOMER_DISPLAY_NAME}! How may I help
you with your order today?
Hello, {CUSTOMER_DISPLAY_NAME}! Thank you for
reaching out to us. I'll be glad to assist you.
Closing Speil/Survey
You're most welcome. Is there anything else that I
can help you with today?
You're most welcome. Have I addressed all of your
concerns for today?
I'm glad to be of help! Thank you for chatting with 1-
800Flowers.com. Since we greatly value your
feedback, you'll be receiving a survey that is
intended to measure your satisfaction with me. I
hope I have resolved your concern to your
satisfaction to receive a perfect score of 10. Please
click the “X” button at the top right to answer the
survey. Have a pleasant day!
Thank you for chatting with 1-800Flowers.com. Since
we greatly value your feedback, you'll be receiving a
survey that is intended to measure your satisfaction
with me. I hope I have resolved your concern to your
satisfaction to receive a perfect score of 10. Please
click the “X” button at the top right to answer the
survey.
Once again, I am genuinely sorry for the
inconvenience this have caused. I just hope that I
have assisted you well enough to ease your
frustration and to deserve a perfect score of 10 as
the survey will be intended to measure your
satisfaction with me and not the entire experience
on this order.
I hope that even though I took quite a lot of time, I
have been able resolved your concern to your
satisfaction to receive a perfect score of 10. Please
click the "X" button at the top right to answer the
survey. Have a great one
Verification
May I have your order number, please?
Thank you. For verification purposes, can
you please provide me the customer’s
name and the recipient's name of the
order? 
Thank you for these helpful information.
Please give me a moment while I check
your order.
Thank you for these information. Let me
access your order and check this for you.
Please give me one moment.
Acknowledgement
I'm sorry for the inconvenience. Let me
assist you with your concern.
I'm sorry if you got disconnected with a
previous representative. Please allow me
to help you out with your order.
I’m sorry for having difficulties while
placing the order online. I’ll be glad to
check that for you.
Warning (Prank Chats)
Our company considers that content and
language to be inappropriate. If you
continue to send improper messages, I
will be forced to end our chat session.
We will not tolerate the use of
inappropriate language. I am required to
terminate our chat session immediately.
 Verification
Thank you. For verification purposes, can
you please provide me the customer’s
name, the recipient's name and the
delivery date of the order?  how important it was to you for your gift to arrive on
May I have your email address and phone
number associated with you order?
Thank you for verifying all the
information,
{CUSTOMER_DISPLAY_NAME}. Please give
me a moment to check your order.
Acknowledgement
I'm sorry to hear about the loss. Please
allow me to assist you.
Thank you for choosing 1800flowers.com.
I'll be glad to assist you.
I’m sorry if you’re having difficulties
applying the promotion code online. Let
me help you with that.
Warning (CCS Button)
I'm quite concerned that we already got
disconnected. Our system will
automatically send a 30 seconds timer to
your screen if you were recognized
unresponsive. The timer will give an
option if you whether you wanted to
continue with the session or not.
Empathy Statements
Delivery Issue (Non-Delivery)
I sincerely apologize that your gift did not arrive as
scheduled. We value your business and understand
time. Please allow me to resolve this for you.
Delivery Issue (Non-Delivery but DLC on file)
I sincerely apologize that you received a delivery
confirmation when your order has not been
received. We value your business and understand
how important it was to you for your gift to arrive on
time. Please allow me to resolve this for you.
Delivery Issue (Non-Delivery Special Occasion)
I am very sorry for the inconvenience that you
experienced with us. I know this is very disappointing
to your part and I hope you will allow me to fix this.
I'm very sorry for what happened to your order. It is
never our intention to ruin this special gift of yours
and I'll be glad to assist you on this.
Quality Issue/Delivered Wrong
I apologize that the product you ordered did not
meet your expectations. We value your business and
would like to rectify this for you.
 STANDARD DELIVERY TIME ANO
Our guaranteed delivery hours is from 9am to 8pm going to residence and 9am to As long as you will not include or p
5pm going to business. Rest assured that it will be delivered as early as possible. You will not know who it came from
will be notified via email when your order is out for delivery and a delivery message that you requested. If the
confirmation once your order gets delivered. not release any in

We keep our customer's billing inf

FUNERAL TIME REQUEST anything

I am sorry to hear about the loss. We take great care in ensuring a timely delivery for
this most delicate of occasions. It will be my pleasure to add a special timed request PLACE THE
to your order. Just complete the order and provide me the confirmation number. Our
designers will make every effort to deliver on or as close to your requested time as We apologize for any inconvenien
best as possible. order online. I'll be glad to assign
place this order. May I have

TYPES OF DELIVERY SPECIAL REQUES

As much as I'd like to fulfill your sp

The way your gift will be delivered varies on the arrangement you selected. We have the ones online may not be c
arrangements which will be hand-delivered by a local florist. These are already arrangement? I would b
arranged inside the vase and indicated as "Same-Day Local Florist Delivery." On the
other hand, we have arrangements which will be shipped in a gift box and will be
delivered by FedEx. These are indicated as "Shipped in a Gift Box" and will not arrive TR
pre-arranged, and may require some creativity when placing stems in the vase.

Thank you for patiently waiting. U

sister brands and I'm afraid that I
SHIPPING CHARGE to resolve your issue to complete
one of our qualified specialists who
We have a standard service charge of $14.99 and it is applied on all delivery dates.
However, an up charge may apply depending on the delivery date you will select.
You may select a delivery date that states "Standard Shipping Charge" to avoid
additional charges. A tax will also be applied depending on the area of delivery.
Thank you for reaching out to u
organization’s Certificate of Tax Exe
custserv
OVERSEAS DELIVERY CALENDAR

I'm sorry for the confusion on the delivery dates for international orders. We do have WHAT HAPPENS IF
selected florist on that area. However, we still need 2-3 days to transmit, prepare and
locate a florist who can fulfill the arrangement. Unfortunately, next day delivery on
that area is not an option. You may choose the earliest day possible and I'll give you a If your recipient will not be home a
10% discount on your merchandise price. Would that be fine? will either tag the door that a del
leave a message to arrange for a r
would be left in a safe place at the
front desk
CUSTOMER ASKING FOR FLORIST'S INFORMATION
I'm afraid that we're not allowed to disclose any information regarding with our RECIPIENT ASKING
florists in line with our company's policy. I do hope you understand.

I'm afraid for confidentiality purp

EMPLOYMENT information when they have opted
can do is to send an email so that
We love helping people express themselves perfectly to the special people in their
lives. It is our pleasure to be of assistance. You may click the link to see our jobs and
career opportunities: http://www.1800flowers.com/about-us-employment-
opportunities
 We love helping people express themselves perfectly to the special people in their
lives. It is our pleasure to be of assistance. You may click the link to see our jobs and
career opportunities: http://www.1800flowers.com/about-us-employment-
opportunities
Thank you for your inquiry about y
Our Human Resources Departme
PET SAFE FLOWERS them at: op

Flowers such as tulips, azalea, bird of paradise, chrysanthemum, aloe vera, begonias,
baby's breath, daffodil, hydrangea, and amaryllis are toxic to both dogs and cats. Star
gazer lilies can cause kidney problems when ingested by cats. However, flowers such
as roses, african daisies, gerbera daisies, sunflowers, orchids, snap dragons are non-
toxic to pets. In some cases, flowers and plan
because we like for recipients to e
arrive in bud form and will open to
DONATION REQUEST adding lukewarm water and flow
Thank you for your inquiry. For donation requests, you may email us directly at
giving@1800flowers.com so we can accommodate your request. SOMEONE'S

PURCHASE VERIFICATION Thank you for patiently waiting

handled by another specialist. Ple
Thank you for patiently waiting. Upon checking, your order is being handled by our
special handling department and I apologize as I do not have the access for this.
Please allow me to provide you with some information you will need to contact a
specialist who has the access on your order. Please call 866-521-8029 between the I will be happy to assist you in Eng
hours of 8am to 8pm EST from Monday to Friday. speaking agents can assist you via
*** If the customer objects to call the special handling team*** to continue a
I am terribly sorry as the situation has gone out of my control. Believe me, XXXXX, if
only I can do something to have the access today, I would have done that by now,
however, no matter what I do in the system, I am afraid that I will not be able to
check it. I am afraid that the florist assigned
these type of shops are committed
hour and once we have an upd
contact yo
 ANONYMOUS DELIVERY
as you will not include or put your name on the gift message, your recipient
ot know who it came from. The recipient will only receive a card with the
that you requested. If the recipient should inquire about the sender, we will
not release any information without your consent.

our customer's billing information strictly confidential and will not disclose
anything without your permission.

PLACE THE ORDER OVER THE PHONE

ogize for any inconvenience you may have experienced when placing your
nline. I'll be glad to assign one of our sales specialist to call you to help you
ace this order. May I have your full name and phone number, please?

SPECIAL REQUEST/CUSTOMIZED ARRANGEMENT

as I'd like to fulfill your special request for that special design, I'm afraid that
ones online may not be customized. How about sending a comparable
arrangement? I would be glad to help you find a perfect flowers.

TRANSFER METHOD

ou for patiently waiting. Upon checking here, your order is from one of our
ands and I'm afraid that I only have limited access here on my end. In order
ve your issue to complete satisfaction today I would like to transfer you to
r qualified specialists who would be able to assist you. Would that be okay?

TAX EXEMPT
k you for reaching out to us. To apply for Tax Exemption, please fax your
on’s Certificate of Tax Exemption form to us at (888) 222-7589 or email it to
custservice@1800flowers.com.

WHAT HAPPENS IF THE RECIPIENT IS NOT AVAILABLE

cipient will not be home at the time of the delivery, the florist/delivery staff
er tag the door that a delivery attempt has been made or they will call and
message to arrange for a redelivery. If your gift is being shipped by FedEx, it
e left in a safe place at the door for your recipient or left to the reception or
front desk if it is going to a business.

RECIPIENT ASKING FOR CUSTOMER'S INFORMATION

id for confidentiality purposes we are not allowed to disclose the sender's

on when they have opted to send the order anonymously. However, what I
to send an email so that we may inform the sender regarding your inquiry.
 JOB APPLICANT

u for your inquiry about your employment status with 1-800-Flowers.com.

man Resources Department would be happy to assist you. Please contact
them at: openhouse@1800flowers.com

BUD FORM

me cases, flowers and plants may arrive in prior-to-peak condition. This is

we like for recipients to enjoy their bouquet longer. For example, lilies may
bud form and will open to full beauty within two to three days. Immediately
ukewarm water and flower food will help speed up the blooming process.

SOMEONE'S WORKING ON THE ORDER

you for patiently waiting, XXXX. Upon checking here, your order is being
by another specialist. Please give me a moment to double check the order.

SPANISH

happy to assist you in English. For assistance in Spanish, one of our Spanish
agents can assist you via the phone at: (800) 527-3567. Would you like me
to continue assisting you here in English?

DNC SHOPS

id that the florist assigned on this order only accepts messages. No worries,
e of shops are committed and bound to response to our messages within an
and once we have an update from them, our monitoring department will
contact you to relay the information.
 Idle Scripts

I am quite concerned that you may have I have not heard from you for a few I'm so sorry, especially t
been disconnected. Are you still with me? moments. Are we still connected? chat to follow up on t
happened and m

I have not heard from you for a few Please bear with me while I contact our Your level of dissatisfac
moments. Are you still placing the order? florist. However I assure you th
concer

Thank you so much for your patience. I Thank you so much for your patience. I'm I certainly understand th
just wanted to let you know that I'm still almost done with the process. I'm sorry to I assure you I will do
updating your order. I'll be right back. keep you waiting. req
Would you like me to keep the chat open? I completely agree with
I have not heard from you for some time.
I can stay online while you order in case level of discomfort wit
Do you wish to continue to chat?
you have other questions. assure you that I will be

Sorry we were not able to continue our chat. Since I have not heard from you for You have been a very pa
some time, I am going to close this chat. If you need any help in the future, please do appreciate your coopera
not hesitate to chat with us again. and resolve your issue

We always value custom

their feedback. I will be
have told me to our m
improve o

I completely agree with

the feedback that you ha
improvin
 Empathy Statements

I'm so sorry, especially that you had to take time to I personally take ownership of the concern that you
chat to follow up on this. Let me find out what have raised. I will look into the details of your order
happened and make it right for you. and will figure out what happened.

Your level of dissatisfaction is completely justified. We are doing everything we can to make this right,
However I assure you that we will take care of your as we understand the importance of expressing
concern at once. yourself to someone you care about.

I certainly understand the reason why you feel upset

I assure you I will do my best to process your I personally take ownership of the concern that you
request. have raised. I will look into the details of your
I completely agree with you and understand your account and ensure that it is resolved to the earliest.
level of discomfort with the services, however I
assure you that I will be able to resolve your issue. It is my assurance to you that your concern will be
resolved at the quickest.
I know where you are coming from and how difficult
You have been a very patient customer and I really it has been for you. Not to worry I am here to assist
appreciate your cooperation for the same. I will try you and provide the best possible outcome to your
and resolve your issue to the best of my abilities. issue.
I see that you are very upset. Please give us another
We always value customers who are keen to give us chance to assist you. I assure you, that you will not
their feedback. I will be sure to pass on what you be disappointed this time. If you are still not happy I
have told me to our managerial team to help us respect your decision.
improve our services.

I completely agree with you and understand your level of discomfort with the services. I really appreciate
the feedback that you have provided. Rest assured that it will be reviewed and considered. It will help us in
improving our services and working towards a good customer experience.
 DELIVERY ISSUE
1st ATTEMPT - REDELIVERY WITH 20SP
Thank you for patiently waiting. Please accept my apologies for what
happened to your order and I hope that you will give me a chance to make
this right. I'm more than willing to process a redelivery at the earliest time
possible with no additional cost to you. Since I also wanted to make up for
the inconvenience, I will also be sending a $20 Savings Pass to your email
which is good towards your next purchase with us.
Shall I go ahead and process this?
2nd ATTEMPT - REDELIVERY WITH 50% REFUND AND 20SP
I completely understand where you’re coming from, however, I don’t want
to end this conversation knowing that you’re still upset. I'm willing to
schedule a redelivery at the earliest date possible and I will also refund 50%
of your order total amounting to (amount) along with the $20 Savings Pass.
3rd ATTEMPT - REDELIVERY OF THE UPGRADED ARRANGEMENT WITH
50% REFUND AND 20SP
I know that you wanted a full refund and I can easily process that for you.
However, I know that you deserve more. In this case, I hope that you’ll still
allow me to process the redelivery of the arrangement and on top of that, I
will upgrade it by sending (add-on or next size available) with no additional
cost to you.
On top of this, I will still process the 50% refund and the $20 Savings Pass
that I promised. How does that sound?
4th ATTEMPT - FULL REFUND WITH 20SP
I understand that the redelivery and the 50% refund are not enough for all
the inconvenience we have caused you. You have nothing to worry about,
please give me a moment to process your well-deserved full refund. Please
know that an exclusive $20 savings pass is still on its way to you and you
can use this on your next purchase. Please give me a moment to complete
this.
REJECTED ORDERS
Rejected order - Longer than alloted time
Thank you for patiently waiting, XXXXX. I've already pulled up your order
here and upon checking, the florist wasn't able to receive the order on time
due to system error. I know that this is unacceptable and I sincerely
apologize as it was from our end why the order won't be delivered today.
I'm more than willing to process a redelivery and I'll make sure to transmit
the order to a new shop who can fulfill the order. Since I also wanted to
make it up for the inconvenience, I will also be sending a $20 Savings Pass
to your email which is good towards your next purchase with us. Shall I go
ahead and process this?
Rejected order - Too late for same-day
DELIVERED W
1st ATTEMPT - REDELIV
Thank you for patiently waiting. Please acce
to your order and I hope that you will give
more than willing to process a redelivery a
additional cost to you. Since I also wanted
will also be sending a $20 Savings Pass to yo
next purchase with us. Shall I go
2nd ATTEMPT - 50% RE
I completely understand where you’re com
end this conversation knowing that you’re s
not get what you ordered, I will be glad to
amounting to $____. And because you’re o
will still send a 20 dollar savings pass to you
next order. Please allow m
3rd ATTEMPT - Customer declined for
I know that you really wanted a full refund.
will not allow me to process a full refund
delivered. If in case that a full refund will b
arrangement for quality check. To make up
a 50% refund back to your account and o
arrangement with no additional to you.
FULL REFUND W
I understand that the redelivery and the 50
inconvenience we have caused you. You h
give me a moment to process your well-de
an exclusive $20 savings pass is still on its
your next purchase. Please give me
STATUS CH
Thank you for patiently waiting. Upon ch
successfully to our local florist. I'm afraid th
arrival due to large volume of orders being p
a follow-up message to the shop to ensur
Thank you for patiently waiting, XXXXX. I'v
and upon checking, your order to XXXXX
successfully and they confirmed the de
However, due to large volume of order bein
cannot guarantee the

Thank you for patiently waiting, XXXXX. I've already pulled up your order
here and upon checking, our affiliated local florist on the area already
reached the maximum volume of orders for today and their drivers already
left the shop to process the deliveries. I'm afraid that we won't be able to
deliver this arrangement today.
However, we can still send this arrangement tomorrow and since I also
wanted to make it up for the inconvenience, I will also be sending a $20
Savings Pass to your email which is good towards your next purchase with
us. Shall I go ahead and process this?
Rejected order - Too late for same-day
Thank you for patiently waiting, XXXXX. I've already pulled up your order
here and upon checking, our affiliated local florist on the area already
reached the maximum volume of orders for today. We tried to call other
shop who can fulfill the order, however, we're unsuccessful. One of our
representative tried to call you, however, it was routed to voicemail.
Thank you for patiently waiting, XXXXX. I'v
and upon checking, your order to XXXXX
successfully and they confirmed the de
However, due to large volume of order bein
cannot guarantee the
In Trans
Thank you for patiently waiting. Upon c
message that your order is already out o
delivery hours is between 9am to 8pm goin
to business. Rest asssured this
Upon checking, the item that you've selecte
different state and is being shipped in a gift
is in transit or enroute for delivery as per t
provided by the shipper. You will receive a d
your order is success
Order Status (

I'm very sorry for the inconvenience this has caused you. To make sure
that XXXXX will still receive an arrangement, we processed a replacement
order with a new item.
Thank you for waiting! I've checked your or
transit. I'm afraid that we are unable to gu
OTHERS Your order is being delivered by FedEx and
shipment. I apologize for the inconveni
delivered between the hours of 9:00 am
Providing exceptional flowers and gifts and superior customer service is package at Fedex.com. Your trackin
important to all of us at 1800flowers.com. If there's something we've done
and you're not completely satisfied with your order, we'll redeliver, refund,
credit or offer a comparable replacement if the original product is not ORDER CHA
available. Promo Co

Thank you for patiently waiting. Everything

promo code (NAME OF THE CODE) to your
All of our flowers & gifts are backed by our 100% Smile Guarantee, which $XXXX will be credited back to your accou
includes a promise that all of our floral arrangements will stay fresh for 7 order total is
days and that all food gifts will be wholesome and free of defects. If you're
not satisfied with your purchase, for any reason, we'll do everything we can Delivery Address –
to make it right. We will schedule a redelivery of the same or a comparable
arrangement at no additional cost to you. However, we will need to pick up Thank you for patiently waiting. Everything
the old arrangement when we replace it. This will help us improve quality the changes and your order is now going to
and control going forward. order number is (REPLACEMENT ORDER
between 9am

Delivery Date – Re
We value business here in 1800flowers.com. We have a Monitoring
Department ensuring that your order will be successfully transmitted to our Thank you for patiently waiting. Everything
local florist and local growers. Also, they ensure that your order will be the changes and the new delivery date is (N
delivered on time. However, if in any case that your order was not number is (REPLACEMENT ORDER NUMBE
delivered on time, please reach us back and let us know immediately so 9am to 8p
that we can give you the best compensation and resolution you deserve. Billing Add
Thank you for patiently waiting. Everything
ORDER CHANGE the billing address to (NEW
Floral (The order is same-day) – Customer wanted to change
the delivery address, delivery date or card message.
Wire Status: Transferred by Bloomlink

Thank you for patiently waiting. I am afraid that the shop has
prepared the arrangement for today's delivery and I’m afraid
that we can no longer change nor cancel the order at this point
of time. I’m sorry for the inconvenience.
 Thank you for patiently waiting. I am afraid that the shop has
prepared the arrangement for today's delivery and I’m afraid
that we can no longer change nor cancel the order at this point
of time. I’m sorry for the inconvenience.
Vendor - Customer wanted to change the delivery address,
delivery date or card message.
Wire Status: Confirmed@Vendor
Thank you for patiently waiting. Your order has already entered
the shipping process and I am afraid that at this point of time,
we can no longer change nor cancel the order. I’m sorry for the
inconvenience.
 DELIVERED WRONG
1st ATTEMPT - REDELIVERY WITH 20SP
ntly waiting. Please accept my apologies for what happened
hope that you will give me a chance to make this right. I'm
o process a redelivery at the earliest time possible with no
ou. Since I also wanted to make up for the inconvenience, I
a $20 Savings Pass to your email which is good towards your
chase with us. Shall I go ahead and process this?
2nd ATTEMPT - 50% REFUND AND 20SP
stand where you’re coming from, however, I don’t want to
n knowing that you’re still upset. Since you feel that you did
ordered, I will be glad to issue a refund for half the charge
_. And because you’re one of our most valued customers, I
ollar savings pass to your email and you may use this in your
xt order. Please allow me to do this for you.
Customer declined for 50% refund and insisted for FC
ly wanted a full refund. However, I’m afraid that our system
o process a full refund since the arrangement was already
e that a full refund will be processed, the florist will get the
ality check. To make up for the inconvenience, I will process
ck to your account and on top of that, we will send a new
h no additional to you. Shall I go ahead and process this?
FULL REFUND WITH 20SP
he redelivery and the 50% refund are not enough for all the
have caused you. You have nothing to worry about, please
to process your well-deserved full refund. Please know that
avings pass is still on its way to you and you can use this on
urchase. Please give me a moment to complete this.
STATUS CHECK
tiently waiting. Upon checking here, your order was sent
ocal florist. I'm afraid that we cannot guarantee the time of
olume of orders being processed today. However, I will send
age to the shop to ensure the delivery of this order today.
ently waiting, XXXXX. I've already pulled up your order here
ng, your order to XXXXX has been sent to our local florist
d they confirmed the delivery of the arrangement today.
ge volume of order being delivered and processed today, we
cannot guarantee the time of delivery.
DELIVERY ISSUE (FUNERAL)
1st ATTEMPT - REDELIVERY WITH 20SP
Thank you for patiently waiting. I know that this arrangement
was for a very important occasion and I'm terribly sorry if it was
not delivered on your requested date. I hope that you would
allow me to fix this issue. Please allow me to process a
redelivery of the arrangement to the family of (name of person
who passed away).
2nd ATTEMPT - REDELIVERY WITH 50% REFUND
I can tell you're really upset and I can't blame you. If I were in
your situation, I would also ask for a refund, however, we want
to make sure that the family of (name of person who passed
away) knows how much you care. Aside from the redelivery, I'm
also willing to process a refund for half of the charge on your
order amounting to $XXXX.
3rd ATTEMPT - FULL REFUND
I can definitely understand the gravity of the situation, XXXXX. I
know that the redelivery and the 50% refund are not enough
for all the inconvenience we have caused you. You have
nothing to worry about, please give me a moment to process
your well-deserved refund.
ALL SET (Summarization)
Redelivery
Thank you for patiently waiting, XXXXX. Everything is all set
now. I've already processed a redelivery with no additional cost
to you on (Delivery Date) and it will be delivered between 9am
to 8pm. I have also issued you a $20 Savings Pass that will be
sent via email within one week. Again, I sincerely apologize for
the inconvenience this has caused to you.
Replacement with 20SP
Thank you for patiently waiting, XXXXX. Everything is all set
now. I've already processed a replacement with no additional
cost to you to be delivered on XXXXXXX, between 9am to 8pm.
You may use this new order number as a reference, XXXXXXXX.
I have also issued you a $20 Savings Pass that will be sent via
email within one week. Again, I sincerely apologize for the
inconvenience this has caused to you.
Replacement with Refund and 20SP (Approved)
Thank you for patiently waiting, XXXXX. Everything is all set
now. I've already processed a replacement with no additional
cost to you to be delivered on XXXXXXX, between 9am to 8pm.
You may use this new order number as a reference, XXXXXXXX.
 In Transit
atiently waiting. Upon checking here, the florist sent us a
ur order is already out on truck for delivery. Our standard
ween 9am to 8pm going to residence and 9am to 5pm going
ness. Rest asssured this will be delivered today.
item that you've selected comes from our grower located in
s being shipped in a gift box via FedEx. Currently, your order
ute for delivery as per tracking information and notification
pper. You will receive a delivery confirmation via email when
your order is successfully delivered.
Order Status ( FedEx)
g! I've checked your order and it shows that it is currently in
hat we are unable to guarantee a specific time of delivery.
delivered by FedEx and we do not have direct access on the
logize for the inconvenience. Rest assured that it will be
en the hours of 9:00 am and 5:00 pm. You may track your
Fedex.com. Your tracking number is 721676852410.
ORDER CHANGE
Promo Code
ntly waiting. Everything is all set now! I’ve already added the
E OF THE CODE) to your order and the refund amounting to
ted back to your account after 3-5 banking days. Your new
order total is $XXXX.
Delivery Address – Replacement
ntly waiting. Everything is all set now! I’ve already processed
r order is now going to (NEW DELIVERY ADDRESS). Your new
(REPLACEMENT ORDER NUMBER) and it will be delivered
between 9am to 8pm.
Delivery Date – Replacement
ntly waiting. Everything is all set now! I’ve already processed
new delivery date is (NEW DELIVERY DATE). Your new order
CEMENT ORDER NUMBER) and it will be delivered between
9am to 8pm.
Billing Address
ntly waiting. Everything is all set now! I’ve already changed
billing address to (NEW BILLING ADDRESS).
I've also processed the refund amounting to $XXXX and it will
reflect back to your account within 3-5 banking days. Lastly, I've
also issued you a $20 Savings Pass that will be sent to your
email within one week. Again, I sincerely apologize for the
inconvenience this has caused to you.
Replacement with Refund and 20SP (Approved & Caprtured)
Thank you for patiently waiting, XXXXX. Everything is all set
now. I've already processed a replacement with no additional
cost to you to be delivered on XXXXXXX, between 9am to 8pm.
You may use this new order number as a reference, XXXXXXXX.
I've also processed the refund amounting to $XXXX. We will
process the refund within 24 hours and it will reflect back to
your account most likely 3-5 banking days, but it may take 1-2
billing cycles depending upon your financial institution. Lastly,
I've also issued you a $20 Savings Pass that will be sent to your
email within one week. Again, I sincerely apologize for the
inconvenience this has caused to you.
Full Refund and 20SP (Approved)
Thank you for patiently waiting. Everything is all set now. I've
already processed the cancellation of your order and have
issued a full refund amounting to $XXXX and it will reflect back
to your account within 3-5 banking days. Again, I sincerely
apologize for the inconvenience this has caused to you. I have
also issued you a $20 Savings Pass that will be sent to your
email within one week.
Full Refund and 20SP (Approved & Captured)
Thank you for patiently waiting. Everything is all set now. I've
already processed the cancellation of your order and have
issued a full refund amounting to $XXXX. We will process the
refund within 24 hours and it will reflect back to your account
most likely 3-5 banking days, but it may take 1-2 billing cycles
depending upon your financial institution. . Again, I sincerely
apologize for the inconvenience this has caused to you. I have
also issued you a $20 Savings Pass that will be sent to your
email within one week.
How to save the order from being cancelled
1st offer – No Issue (Customer doesn’t want to proceed with
the order)
Thank you for patiently waiting. I've already pulled up your
order here. How about we proceed with the delivery of this
arrangement and I will give you a 10% discount on the
merchandise price? Would that be okay with you?
2nd offer – No Issue (Customer doesn’t want to proceed with
the order)
I understand and I know that you really wanted to cancel this
which I can easily process, however, I just want to lay some
options first that you might want to consider. How about we
reroute this order to a different recipient for any upcoming
occasion and I will be glad to refund the service charge on the
order. Would that work better than cancelation?
I understand and I know that you really wanted to cancel this
which I can easily process, however, I just want to lay some
options first that you might want to consider. How about we
reroute this order to a different recipient for any upcoming
occasion and I will be glad to refund the service charge on the
order. Would that work better than cancelation?

If the customer declined the refund on shipping charge

(Optional)
*** DO NOT OFFER PROACTIVELY!!!! *** JUST OFFER THIS IF
THE CUSTOMER IS ON A TIGHT BUDGET

I understand and I know that you really wanted to cancel this

which I can easily process, however, I just want to lay some
options first that you might want to consider. How about we
reroute this order to a different recipient for any upcoming
occasion and I will be glad to refund the 50% on the order.
Would that work better than cancelation?
How to save the order from being cancelled

Not a problem. I will now process the cancellation of this order.

As mentioned earlier, I just wanted to lay some options that
you may want to consider and I hope that this will not affect
your satisfaction with our services. Please give me a moment to
process your full refund and cancellation of the order.
RAL)
WITH 20SP

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person who passed
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XXX.

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between 9am to 8pm.
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SP (Approved)

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g to $XXXX and it will
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want to proceed with

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ancelation?
ng cancelled

cellation of this order.

y some options that
at this will not affect
give me a moment to
tion of the order.
 Where to enter Promotion Codes

After you select the item, you may enter the zip code to where this will be going on I apologize but we do not have
the right side of the picture for the item. Select the delivery date after the zip code sent automatically on custom
then hit add to cart to proceed to the recipient's information, gift card message and discount on the order yo
for the payment where you can add the promotion code.

Enter your promotion code in the section marked “Promotion Code.” Remember to I would be happy to apply a 1
click APPLY to have your discount deducted from your order. It is located at the complete your order online and
payment checkout page after the delivery and gift card message. number in the chat window. I w
As a one-time courtesy, I would
Where to enter Savings Pass
Thank you! Please complete yo
Your Savings Pass number can be entered on the Review and Place Order page. You can
can enter your Savings Pass under the section marked “Gift Certificate, Fresh
Rewards Pass, or Savings Pass.” Type your 19 digit code in the box marked “Enter Thank you for patiently waiting
Code” using no spaces or dashes. In the box just below that, please enter your 4 digit the discount amounting to XX
PIN number.

Combination of 2 Promo Codes on 1 Order Pr

Please be advised that only one promotion code can be applied per order. If you
wish to use one for your order today, we can check as to which code can give you a Upon checking, the item you h
better discount. you're trying to use as it is on sp
for promotion codes. These wil
are not valid for use on this pro
System not taking the promo code, but was verified to be valid

I apologize for any inconvenience you may have experienced when applying the
promo code. Please be assured that this concern will be looked into and we'll make
sure to get this resolved as soon as possible. For the time being, you may place your
order online, and I will just apply the promo code here on our system. Would that be
okay with you? Upon checking, the item you h
you're trying to use as it is on
promotion codes and these wil
are not valid for use on this pro
Shoprunner

How to Log In You may need to go to the ShopRunner web site, www.
Shoprunner Shoprunner.com, and log in your account. You may look for 1-
800-Flowers.com logo to be directed to the list of eligible items
and you may place your order on that same page.
How to check the
You may need to go to the ShopRunner web site, www. Promo Code
How to Log Out
Shoprunner.com, and log out your account. After that, please
Shoprunner refresh the browser for the system to be updated.

I'm afraid that the browser you're using is still recognizing your
ShopRunner due to your past transactions that were saved Where to enter the
How to Log Out – from your browser history. I highly suggest you to use different Groupon code
Shoprunner type of browser instead. Or you may clear the history, cookie or
(CUSTOMER's NOT A cache in your system. Once done, please refresh the page and
MEMBER) reenter the information needed.

On the other hand, you may use an incognito tab by clicking

CTRL+SHIFT+N if you're using Google Chrome or CTRL+SHIFT+P
is you're using Internet Explorer.
 How to Log Out –
Shoprunner
(CUSTOMER's NOT A
MEMBER)

On the other hand, you may use an incognito tab by clicking

CTRL+SHIFT+N if you're using Google Chrome or CTRL+SHIFT+P
is you're using Internet Explorer. The Paypal promotion will be r
Paypal Checkout as a mode of p

If a product is Shop Runner Eligible, the Shop Runner Eligible

Qualified Items for logo will appear in the bottom right hand corner of the product
Shoprunner screen. You will also see it on the "Added to Your Cart:" page.
When selecting a delivery date on the website, you will notice
all days that are eligible for Shop Runner shipping and lastly, it I am so sorry for the inconveni
will also showed up on your order total on the "submit order" need to use a VISA Checkout as
page. their website, you still have time

SHOPRUNNER VS. Custom

PASSPORT Shop Runner is a partnership with a number of companies to
MEMBERSHIP provide free two day shipping. More information is available at
shoprunner.com. However, if you are interested in a 2-day free
shipping benefit, we have our own program called Passport for I'm afraid that promotion code
just $29.99 per year and it is good across our family of brands direct access on that. You may
800-FLOWERS.COM homepage,
Communications section, enter
CANNOT COMBINE promoti
WITH PROMO I am afraid only one promotion is redeemable per order which
CODES includes Shop Runner. On future orders, if you leave the promo For the mean time, I'll be
code field blank, the Shop Runner benefits will apply. merchandise amount of th

Please allow me to provide you with some information you

CUSTOMER SERVICE need to contact to. Please call the Shop Runners Customer
SHOPRUNNER Service at 888-721-7467 for questions about their Shop runner
Account. You may also email them at We are happy to provide our s
memberservices@shoprunner.com. Please enter promotion code M
and payment page. Th

Please allow 6-8 weeks after p

guest rewards account statem
 Offering discount

I apologize but we do not have an access on any promotion codes as special offers are
sent automatically on customer's e-mail. However, I would be glad to apply a 10%
discount on the order you are placing now. Would that be okay with you?

I would be happy to apply a 10% discount on the order you are placing now. Please
complete your order online and when finished, provide me with the order confirmation
number in the chat window. I will then apply the discount for you. Does that sound okay?
As a one-time courtesy, I would be glad to waive off the $14.99 standard shipping fee for
you.
Thank you! Please complete your order, then provide me your confirmation number so I
can process the discount for you.

Thank you for patiently waiting. I've already added the 10% discount to your order and
the discount amounting to XXXXX will reflect back to your account within 3-5 banking
days.

Promo codes on special offer

Upon checking, the item you have selected is not eligible for the promotion code that
you're trying to use as it is on special offer. Please note that certain items are not eligible
for promotion codes. These will be marked clearly with the message: "Promotion Codes
are not valid for use on this product" and you will see this note before you add the item
to your cart.

Promo codes onsale

Upon checking, the item you have selected is not eligible for the promotion code that
you're trying to use as it is on sale. Please note that certain items are not eligible for
promotion codes and these will be marked clearly with the message: "Promotion Codes
are not valid for use on this product" and you will see this note before you add the item
to your cart.

Groupon

How to check the Are you seeing the "How to use" instructions on this voucher? May
Promo Code I have the promotion code of your groupon voucher as well as the
redemption code? You may see the promotion code on the fifth
step of the email from your groupon. It is a 2-5 alphanumeric digits
which usually starts with GRP or FLWR.

Where to enter the You may enter the (Promo Code) in the section marked "Promotion
Groupon code Code" and the redemption code on the “Membership ID” right
below which can all be found on the Review and Place Order tab
which is the payment page. Remember to click "Apply" to have
your discount deducted from your order.
 Paypal Discount
The Paypal promotion will be reflected on your billing statement as long as you will use
Paypal Checkout as a mode of payment and it will actually not appear on the 1800flowers
checkout.

Visa Promotion Code

I am so sorry for the inconvenience. For you to be able to use the promotion code, you
need to use a VISA Checkout as a mode of payment. If you don't have an account yet on
their website, you still have time to sign up for it. Just register your credit card on the VISA
website.

Customer Asking for Promotion Codes

I'm afraid that promotion codes were sent via email and I do apologize as I don't have a
direct access on that. You may sign up for our promotional emails. Just head over to 1-
800-FLOWERS.COM homepage, then scroll down to the bottom of the website. Under the
Communications section, enter your email address to sign up to receive special offers and
promotions from 1-800-FLOWERS.COM.
For the mean time, I'll be more than willing to give you a 10% discount to the
merchandise amount of the order you will place. Would that be okay with you?

Military Discount

We are happy to provide our service men and woman with a discount on their orders!
Please enter promotion code MAC15 in the promotion code field located on the review
and payment page. This will apply a 15% discount to your order today.

Miles Points

Please allow 6-8 weeks after product is delivered for points postings to occur on your
guest rewards account statement. 'MILES/POINTS are awarded on merchandise values
only.
 ALL ABOUT PASSPORT MEMBERSHIP

Shipping is absolutely free with orders placed online or over-the-phone. Just enroll in or be a member of
the Passport Program for only $29.99 by signing up at website. You can use it right away after your
purchase Passport membership for only $29.99 gives you free shipping privileges for one whole year.

For only $29.99, you may enjoy free shipping for one whole year thru the Passport Membership Program.

OFFERING PASSPORT MEMBERSHIP

Before you order, I just wanted to let you know about our Passport program. For just $29.99, you can
receive FREE shipping not only on today's order, but on all of your orders for the entire year across our
family of brands. Our customers find it a great way to make sending gifts throughout the year a little
easier. Please click the link to learn more. https://www.1800flowers.com/passport-flowers

PASSPORT SHIPPING FEE STILL SHOWING

I am very sorry that your Passport benefits were not applied to your order. I'm afraid that I only have
limited access when it comes to Celebrations Passport. However, please allow me to provide you with
some information you will need to contact a specialist who can refund the amount of shipping charge
applied on the order. Please call: 800-961-2036 between the hours of 8 am and 8 pm, EST to speak to a
Passport specialist.

If you prefer, you can email them at: passportmembership@1800flowers.com. When emailing, please
include your order number, your full name as it appears on your account, your email associated with your
account, and a contact telephone number where you can be reached.

AS A PASSPORT MEMBER, WHAT ARE THE EXPEDITED DELIVERY SURCHARGES?

I apologize for the confusion on the delivery charges. Our Passport Program only covers the standard
shipping charge which is $14.99. However, an additional charge will be applied on the order depending on
the delivery date that you have selected. You may choose a delivery date that indicates "Standard Service
Charge" to avoid additional charges.
 HOW TO BE RECOGNIZED AS PASSPORT MEMBER
To be recognized as a Passport member online, you must logged-in prior to completing your order and the
passport benefits will be automatically applied.

To find your membership status, you need to log in first your passport account or the email address
associated with your passport account. After sign in to your account online, you will now see the “CP” logo
next to your name, near the upper right-hand corner of the website.

CANCEL PASSPORT

I am afraid that I only have limited privileges especially to Celebrations Passport. My apologies as I am not
authorized to cancel a Passport account. However, please allow me to provide you with some information
you will need to contact a specialist who can cancel your membership and refund the amount of charge.
Please call: 800-961-2036 between the hours of 8 am and 8 pm, EST to speak to a Passport specialist.

If you prefer, you can email them at: passportmembership@1800flowers.com. When emailing, please
include your order number, your full name as it appears on your account, your email associated with your
account, and a contact telephone number where you can be reached.

AUTO RENEWAL

Thank you for patiently waiting. After carefully reviewing your account, the charge you’re seeing is the
auto-renewal of the Celebrations Passport membership that will provide free shipping fee on your
purchases. This yearly subscription automatically renews once your membership expires as stated in the
“Terms and Conditions”.

PASSPORT MANUALLY APPLY

I sincerely apologize for the inconvenience. I’m sorry if the Passport benefit was not applied directly to
your order. For the time being, please complete the order and I will manually refund the service charge.
After this chat session, please contact our Passport Team at 800-961-2036 for your account to be checked
and activated.
 CELEBRATIONS REWARDS PROGRAM
I thought 1800Flowers had a rewards program, how do I get more information / join?
We no longer have a rewards program that gives you points for purchases, but instead offer a
program that allows you to get Free Shipping / No Service Charge across our family of brands for
a small fee. Membership pays for itself in as little as two orders and members have access to
exclusive offers throughout the year.

What happens to my existing points?

You are not losing any of your existing points, in fact we’re issuing you bonus points so you can
get one final reward in the program. You should have received your final savings pass via email
and those can be accessed on the account page of our website.
What happens to my existing Rewards passes?
All existing rewards passes will be honored and will stay valid until the expiration date of the
pass.
What happens to my existing Rewards passes?
The Celebrations Rewards program was closed as of July 22nd, 2018 and purchases made after
that day do not earn any points.
Is there a time limit on how long a customer can call in for missing points?

As the program will have some level of visibility on the Account page and via the FAQs on the
site for 90 days, we will honor the missing points for eligible purchase (prior to 7/22/18) 90 days
after the closure date (10/20/18).
I made a purchase prior to July 22 and I didn’t receive my points, what can I do?
Please reach out to our Loyalty Priority Hotline at 1-800-993-1192 and they can offer you
assistance.
I enjoyed the Celebrations Rewards program and that I could earn points across a number of
brands/companies/websites, will you be starting a new program?
At this time there are no plans to offer a rewards program that rewards for purchases, but we
do offer a program that allows you to get Free Shipping / No Service Charges across our family
of brands for a small fee. Membership pays for itself in little as two orders and members have
access to exclusive offers throughout the year.

Why isn’t my final Rewards Pass listed in my account history?

We apologize that your final Rewards Pass is not listed in your account history. Due to the
volume of Rewards Passes issued, it may take several weeks for the Rewards Pass to be visible
in your account history. Rest assured that the Rewards Pass you received via email is active for
90 days from the date issued.
 GDPR - CUSTOMER REMOVAL
http://intranet/sctraining/Forms/All_Brands/Data_Removal_Form/Form.htm
SCRIPTS:
Let me help you with that, XXXXX. May I know if you have future order from us?

Let me process the request of the removal of your account here. May I have youf first
and last name as well as the email address associated with your account?
Thank you. May I also have your complete address and phone number associated
with your account?

Thank you for these information, XXXXX. I'm about to send the request to remove
your account. What email address would you like the receipt of the completed
request sent to?

Thank you. We will follow up with you once the receipt of this request has been sent
via email. How would you like to be contacted for the follow up, do you want to be
contacted through email or via call?

Thank you. I've already forwarded the request to the appropriate department for
your account removal. The request will be completed within 30 days and once it is
done, we will notify you immediately.
 Online Order Process
Once you have clicked the arrangement, just fill in the location type, zip code and the
delivery calendar and then click the "Add to Cart" button. Once you already added You may continue up until th
the item on your cart, please click the “Checkout” button so that you will be directed summary of your order at th
at the “Recipient Shipping Address” page. and delete any information

After that, it will be the “Delivery and Gift Message” page wherein you can put your
personalized message and lastly the “Checkout: Review and Place Order” page and
that is for the payment. Once you are done, you will see the “Place Order” button at
the bottom part of the “Checkout: Review and Place Order” page. Just click it and a
confirmation number that starts with W00 will appear on the screen if it was
submitted successfully.
If you have already added t
and you will be directed at
will see the shopping cart s
Card Message your order. Beside the total
Please click it and choose th
forget to click “Update Bu
You may click the edit button under the shipping address so you can go back to the advised that all
recipient's page and then you may click the "Continue to Delivery and Gift Message"
page again. You may copy and paste the card message in a notepad so you don't
have to type it all over again. H

If this won't work, you may try opening a new tab and kindly go to 1800flowers.com.
Once you are already at the homepage, please click the shopping cart symbol at the You may purchase multiple o
top right part so you can proceed with the order you are placing. on your cart and proceed un
"Continue Shopping” butto
same process until you have
I advise you place the order separately if you intend to have two different card the information needed un
messages for each item. Our system can only accommodate one card message for
each order.
On that page, there is the su
edit and review any info
How to add delivery time window confirmation number th

Delivery time window is only available for arrangements that will be hand delivered
by a local florist. Those arrangement are tagged as "Same-Day Local Florist Delivery". H
After you enter the recipient's shipping address, it will be the "Delivery Options" field.
You may select a delivery time window option when do you want your order to be
delivered for an additional $5.
If you want to add a
1800flowers.com logo so th
How to add payment method Please click "Your Account
click the “Add an Address” b
done, just click the “Save” b

If you wish to manage or add a credit card on your payment method, please click the
1800flowers.com logo so that you will be directed at the homepage of our website. If you wish to manage your
After that, please click the "Your Account" button that is located at the top right part that you will be directed at th
of the page and choose "Billing Addresses & Payment Methods" Please click the "Add option and choose "Address
Card" option and enter your credit card information including the card type, card recipients, please click the "
number, expiration date and the name on the card. After that, please click "Save" of that recipient and then
button. You may try refreshing your browser after that so the system will be updated. click the "Save" button. If

How to edit billing address Cust

I’m sorry for having difficul
purposes, we don’t have the
If you wish to edit your billing address, please click the 1800flowers.com logo so that Fresh Rewards Team at (
you will be directed at the homepage of our website. After that, please click the
"Your Account" button that is located at the top right part of the page and choose
"Billing Addresses & Payment Methods" After that, please click the "Edit" button, fill
 I’m sorry for having difficul
purposes, we don’t have the
If you wish to edit your billing address, please click the 1800flowers.com logo so that Fresh Rewards Team at (
you will be directed at the homepage of our website. After that, please click the
"Your Account" button that is located at the top right part of the page and choose
"Billing Addresses & Payment Methods" After that, please click the "Edit" button, fill
up the correct billing address, and please click the "Save" button. You may try How
refreshing your browser after that so the system will be updated.
You may sign up for our prom
homepage, then scro
Password concern Communications section, en
and pro
For your security and privacy, we do not store your account password. If you have
forgotten your password, click on the “Forgot Password” button and a link will be
sent to you. Just click that link so you can retrieve your account. Recipient'

You may edit the address by

type the zip code again and j
I'm very sorry that the "Forgot Password" link is not working. “City” box, please click the
To confirm that we have the correct information, please email will appear. However, if the
us your name, telephone number and the e-mail address that is the "City Not Shown" optio
Password link not registered on our website at custservice@1800flowers.com.
working => Once we have it, we'll escalate your concern to our technical
department and an update will be sent to you. Again, I Once you are done, pleas
apologize for any inconvenience this has caused. cannot recognize it, a

If you prefer, you may call our Fresh Rewards Department who
has the full access on your account and has the access to reset
your password directly. Please call: (800) 993-1192 between
8am to 8pm, EST from Monday to Friday.
 How to edit the information

You may continue up until the "Checkout: Review and Place Order" page. There is the
summary of your order at the bottom part of the screen wherein you can edit, review
and delete any information on your order. Just click the edit button on the fields you
wish to change.

How to edit the information

If you have already added the item in your cart, you may click “Continue Shopping”
and you will be directed at the homepage of our website. At the top right part, you
will see the shopping cart symbol. Please click that so you can see the summary of
your order. Beside the total, you will see the drop-down menu which is “Quantity”.
Please click it and choose the amount of arrangement you would like to send. Don't
forget to click “Update Button” before you click the “Checkout” page. Please be
advised that all the information of the orders will be same.

How to process multiple orders

You may purchase multiple orders going to different recipients. Just add the first item
on your cart and proceed until the “Recipient's Information” page. Once you saw the
"Continue Shopping” button, just click that and search for the second item. Do the
same process until you have all the orders on your cart and proceed will filling up all
the information needed until you have reached the “Checkout: Review and Place
Order” page.

On that page, there is the summary of your order at the bottom part wherein you can
edit and review any information on your order before you submit it online. A
confirmation number that starts with W00 will appear on the screen if it was
submitted successfully.

How to manage address book

If you want to add a recipient on your address book, please click the
1800flowers.com logo so that you will be directed at the homepage of our website.
Please click "Your Account" option and choose "Address Book". After that, please
click the “Add an Address” button and fill in the recipient's information. Once you are
done, just click the “Save” button and if possible, kindly refresh your browser so that
the system will be updated.

If you wish to manage your address book, please click the 1800flowers.com logo so
that you will be directed at the homepage of our website. Please click "Your Account"
option and choose "Address Book". If you wish to edit an information of one of your
recipients, please click the "Edit" button that is located at the bottom of the address
of that recipient and then fill it up with the correct information. After that, please
click the "Save" button. If USPS cannot recognize it, just click "Keep the Original
Address."
Customers cannot save address book
I’m sorry for having difficulties updating your address book. However, for security
purposes, we don’t have the direct access on our customer’s accounts. Please call our
Fresh Rewards Team at (800) 993-1192 for your address book to be updated.
 I’m sorry for having difficulties updating your address book. However, for security
purposes, we don’t have the direct access on our customer’s accounts. Please call our
Fresh Rewards Team at (800) 993-1192 for your address book to be updated.

How to sign up for promotional offers

You may sign up for our promotional emails. Just head over to 1-800-FLOWERS.COM
homepage, then scroll down to the bottom of the website. Under the
Communications section, enter your email address to sign up to receive special offers
and promotions from 1-800-FLOWERS.COM.

Recipient's address cannot be recognized online

You may edit the address by clicking the “Edit” button at the zip code field and then
type the zip code again and just click “Apply”. The system will be updated and on the
“City” box, please click the drop-down menu and the options for the name of cities
will appear. However, if the options for the correct city did not appear, you may click
the "City Not Shown" option and a box will appear wherein you can manually input
the name of the city.
Once you are done, please click the “Keep the Original address” option if USPS
cannot recognize it, and the system will follow what you have typed in.
 NOT AVAILABLE FOR SAME-DAY SA

Thank you for patiently waiting. Upon checking here, our affiliated local florist on the Thank you for patiently waitin
area already reached the maximum volume of orders for today. However, we can because at exactly 3 in the afte
send this arrangement tomorrow and I'll be more than willing to give you a 10% deliver, and the cut-off time fo
discount to the merchandise amount. Would that be okay with you? delivery date for your ord

VENDOR ITEM NOT AVAILABLE FOR SAME-DAY GEO-SELL

Thank you for patiently waiting. Upon checking here, the item you selected is not
available for same-day delivery since it will be delivered by FedEx which will take Thank you for patiently waiting
atleast a day or more. What can we do now is to choose an arrangement that's not available in zip code XXXXX
available for delivery today. Would that be okay with you? that special design. It requires
area. If I may suggest, we can s
You may click on this link to see the available arrangements for same-day delivery: come directly from our growers
https://www.1800flowers.com/samedaydelivery
As a one time courtesy, I'd be more than willing to give you a 10% discount on the Please click
merchandise amount. Would that be okay with you? https://www.18

FUNERAL ZIP CODE CUT-OFF GEO-SELL N

Thank you for patiently waiting. I'm afraid to inform you that we do not have an
affiliated florist in the area who can fulfill the order. I know that this is for a very Thank you for patiently waiting
important occasion and what we can do is to send a different arrangement or plant, not available in zip code XXXXX
which will be delivered in a gift box by FedEx, to a home address at the earliest date that special design. It requires
possible. area. If I may suggest, we can s
than willing to give you a 10% d
You may click on the links below to see the available arrangements. You may choose
an arrangement which indicates "Shipped in a Gift Box" so that the order will
proceed. NO F
https://www.1800flowers.com/sympathyflowers and
https://www.1800flowers.com/sympathyplants Thank you for patiently waitin
arrangements are not available
As a one time courtesy, I'd be more than willing to give you a 10% discount on the fruit bouquet florist in the area
merchandise amount. Would that be okay with you? cove

FUNERAL/HOSPITAL/CHURCH - SHIPPED IN A GIFT BOX

Thank you for patiently waiting. Upon checking, the item you selected will be come
from our local growers and will be shipped in a gift box. Items shipped by a carrier
such as FedEx cannot be delivered to funeral homes, hospitals for security purposes.
However, we can send this to a home address.

ITEMS
ALL OCCASIONS
I have here two of our best-selling arrangements called
Vibrant Blooms Bouquet (Product Code: 107308)
Gabriella (Product Code: 160052)
Lavender Garden Bouquet (Product Code: 159734)
Charlotte (Product Code: 160100)
Roselyn (Product Code: 160055)
 Madeline (Product Code: 160054)
Chantelle (Product Code: 160053)
Sabrina (Product Code: 160051)
Sorbet Roses Product Code: 100550
One Dozen Red Roses Product Code: 90926
Two Dozen Red Roses Product Code: 91790
Kaleidoscope Roses Product Code: 140157
Pink Petal Roses Product Code: 104516
Passion for Purple Roses Product Code: 104518
Yellow Roses Product Code: 104514
FUNERAL
I have here two of our best-selling arrangements that can surely express your
sympathy. These arrangements are called
Beautiful Blooms Sympathy Bouquet with Clear Vase (Product Code: 159132SV2)
White Rose & Calla Lily Bouquet for Sympathy (Product Code: 147703)
White Hydrangea in Mosaic for Sympathy (Product Code: 101012)
Tranquil White Garden (Product Code: 40050)
 SAME-DAY TIME CUT-OFF

Thank you for patiently waiting.I'm afraid that we cannot deliver the order today
because at exactly 3 in the afternoon, the drivers of the florist are on their way to
deliver, and the cut-off time for them to take orders is until 2:30pm. The earliest
delivery date for your order would be tomorrow. Would that be okay?

GEO-SELL NOT AVAILABLE (ADOGABLE)

Thank you for patiently waiting. Upon checking here, the item you have selected is
not available in zip code XXXXX as we do not have an affiliated florist who can fulfill
that special design. It requires some special materials that are not available in the
area. If I may suggest, we can send instead our My Pet Plant - Dog or Cat which will
come directly from our growers located in a different state and will be delivered in a
gift box via Fedex.
Please click the link below to see the plant.
https://www.1800flowers.com/my-pet-plant-101054

GEO-SELL NOT AVAILABLE (FLOWER CAKE)

Thank you for patiently waiting. Upon checking here, the item you have selected is
not available in zip code XXXXX as we do not have an affiliated florist who can fulfill
that special design. It requires some special materials that are not available in the
area. If I may suggest, we can send a different arrangement instead and I'll be more
than willing to give you a 10% discount on the merchandise amount. Would that be
fine?

NO FRUIT BOUQUET FLORIST

Thank you for patiently waiting. We regret to inform you that our fruit bouquet
arrangements are not available to the zip code XXXXXX as we don't have an affiliated
fruit bouquet florist in the area. How about sending our fruit baskets or chocolate
covered strawberries instead?
 PENDING AUTHORIZATION WHEN WILL THE CHARGE REFLECT

Thank you for patiently waiting. I tried to locate an order using

the details provided above, however, there's no active order
found. It means that the order did not push through. The
charge you're seeing is just a pending authorization. This
authorization is not an actual charge and will be reversed within
3 - 5 banking days. I do apologize for the inconvenience this has
caused you.
We will attempt to secure authorization on your cred
the point of purchase online. If there is a problem sec
authorization you will be notified on the spot and pro
use another card. If we receive verification of sufficie
your order will be completed and transferred secure
Your account will be charged in 24 to 48 hour

PAYMENT METHOD PAYPAL

We accept major credit cards such as Visa, MasterCard,
Discover, American Express and Paypal Checkout.
WANTED TO USE CREDIT CARD INSTEAD OF CHECKOUT
Please click the credit card button under the Payment details so
that you will be given an option to put your credit card
numbers, expiration date and security code. Express Checkout
is actually different and if you will be using it, you will be asked
for a log in credentials only.
MASTERPASS
Master Pass by MasterCard is a digital wallet service that makes
online shopping safe, easy, and convenient. Master Pass stores
all your payment and shipping information in one central,
secure location. With Master Pass, you can shop, click, and
checkout faster online.
All you have to do is register your card on their website and on
our system, you will be asked for your log in account only
However, you still have time to register first. All you h
is open another tab and just go to the MasterCard we
sign up or register your credit card. Once you alread
log-in credentials, you may now go back to the order
placing and click the Master Pass button and log in u
account you registered.
PAYPAL PROMOTION
The Paypal promotion will be reflected on your b
statement as long as you will use Paypal Checkout as a
payment and it will actually not appear on the 1800
checkout.
INTERNATIONAL PAYPAL
I am so sorry for the inconvenience. Unfortunately ou
only accepts Pay pal accounts if it is registered in t
However, if you have other credit cards, we do acce
Master card, AMEX and Discovery even if it is regis
overseas.

Please be advised that MasterCard is different from Master

Pass The system will be requiring you to have a MasterCard
account for us to be able to use this type of Checkout. You may
try visiting their website first and sign up your credit card and as
soon as you already have an account, you may now use it on
the Master Pass Checkout option.

They can add credit, debit, or re-loadable prepaid cards from

MasterCard, Maestro, American Express, Diner's Club, Discover,
and Visa.
MASTERPASS PROMOTION

I am so sorry for the inconvenience. For you to be able to apply

the promotion on your order, you need to use Master Pass as a
mode of payment.

CREDIT CARD SAFETY

All chats are 128-byte SSL (Secure Socket Layer)encrypted. This

helps to protect the confidentiality of all information provided.
All chats are 128-byte SSL (Secure Socket Layer)encrypted. This
helps to protect the confidentiality of all information provided.

We never send personal information, such as your credit card

number, over the network in a way that is readable to anyone
but us. We encrypt your information and send it over the
Internet using SSL (secure socket layer) technology. When your
browser is in secure mode, you will notice a blue bar at the top
of the browser window and an unbroken key or lock icon at the
bottom left corner of the window.

During checkout, you will know you're on a secured page when

the URL begins with HTTPS. The ‘s’ stands for ‘secure.’ For
example: https://www.1800flowers.com.
N WILL THE CHARGE REFLECT
secure authorization on your credit card at
se online. If there is a problem securing this
ill be notified on the spot and prompted to
we receive verification of sufficient funds,
completed and transferred securely to us.
nt will be charged in 24 to 48 hours.
PAYPAL
ave time to register first. All you have to do
and just go to the MasterCard website and
your credit card. Once you already have a
you may now go back to the order you are
e Master Pass button and log in using that
account you registered.
PAYPAL PROMOTION
motion will be reflected on your billing
s you will use Paypal Checkout as a mode of
ll actually not appear on the 1800flowers
checkout.
NTERNATIONAL PAYPAL
e inconvenience. Unfortunately our system
pal accounts if it is registered in the US.
ave other credit cards, we do accept VISA,
MEX and Discovery even if it is registered
overseas.
WHAT WILL HAPPEN AFTER PLACING THE ORDER
When your order is placed on the website, you will see a
"Thank You" page, which will have an online order confirmation
number on it. This is confirmation that your order has
successfully been placed. Your order is then sent over a secure
connection to 1-800-FLOWERS.COM. You will also receive an
email confirmation once your order has been received at 1-800-
FLOWERS.COM. If there are any problems with your order, one
of our customer service associates will contact you by phone or
e-mail.
VISA
Visa Checkout is an online wallet for easy online shopping. You
just need to Add your PNC debit, credit cards, or any major
cards to enroll.
Please be advised that VISA card is different from VISA
checkout. The system will be requiring you to have a VISA
account for us to be able to use the promotion. For the VISA
Checkout, you will be asked for a log in account only so that the
system will access your payment.
VISA PROMOTION
I am so sorry for the inconvenience. For you to be able to use
the promotion code, you need to use a VISA Checkout as a
mode of payment. If you don't have an account yet on their
website, you still have time to sign up for it. Just register your
credit card on the VISA website.
 Missing Miles Points
http://intranet/sctraining/Forms/18F/Missing_Points/Form.htm http://intranet/sctraining/

GROUPON/SOCIAL LIVING
http://intranet/sctraining/Communications/fs/18F_FS_Groupon.htm http://intranet/

CANCEL MESSAGE TEMPLATES

http://intranet/sctraining/Communications/fs/18F_FS_Cancel_Messages.htm

UPDATED SUBSTITUTION AND CANCE MON MESSAGES TO THE FLORIST RESPONSE

http://intranet/sctraining/resources/18f/MON_NSG/florist_response_templates.html

FACEBOOK MESSENGER
http://intranet/sctraining/Communications/fs/18F_FS_Bot_Update.htm

FPT REPLACEMENTS
http://intranet/sctraining/Communications/fs/18F_FS_FPT_Replacements_Process.htm

PET SAFE
https://www.aspca.org/pet-care/animal-poison-control/toxic-and-non-toxic-plants/b?&

RESOLUTION WIZARD
http://intranet/sctraining/resources/18F/CSI_Resolution_Wizard_2018.htm
 SMART GIFT FACT SHEET
http://intranet/sctraining/Communications/fs/18F_FS_Offering_Smart_Gift.htm

SMART GIFT DISPOSITION

http://intranet/sctraining/Forms/18F/Smart_Gift/Form.htm
 Sales Line Loyalty Priority Spanish Speaking Customer
1-800-858-5039 (866) 257-7779 (800) 527-3567

Call Back FedEx French Speaking Customer

866-521-8030 (800)463-3339 (800) 377-4486

Passport BGS Corporate Account 1800flowers.ca

800-961-2036 (800) 755-7474 (800) 491-0671

Fresh Rewards Floral Club 1800baskets CS

(800) 993-1192 (888) 227-7115 (800) 994-3457

Billing Dept Groupon Fannie May

(888) 222-0405 (888) 375-5777 (800) 999-3629
support@groupon.com
SHOPRUNNER
888-721-7467 8AM - 10PM EST BLOOMNET CODE TELEFLORA CODE
memberservices@shoprunner.com 800000 44365300
 Cheryl's Fraud Dept
(800) 443-8124 (866) 521-8029

Wedding Consultant HR
(800) 605-3135 (516) 237-4982

Vendor Relation Loss Prevention

(516) 237-4641 (866) 521-8029

UPS Tax Exemption

(800) 742-5877 888-222-7589
(516) 237-6001
Harry and David
1-844-818-0090
1 (877) 322-1200

Corporate Headquarters
One Old Country Road, Suite 500, Carle Place, NY 11514