Email Templates For Training

Customer : email
CATEGORIES: BILLING DISCREPANCY – ADDITIONAL INFO NEEDED
Thank you for reaching out to us. We're very sorry, but unfortunately, we were unable to locate your gift certificate. We'll be
happy to apply your gift certificate to your order, but we'll need the complete gift certificate number, including any dashes in the
serial number.
Again, we apologize for any inconvenience and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – AIRLINE MILEAGE CREDIT
Thank you for reaching out to us. We've processed your request to have your mileage posted. This will be sent to your airline at
the end of the month. The mileage credit should appear on your next statement. Thanks for letting us deliver a smile for you.
We look forward to helping you send another one real soon!
CATEGORIES: BILLING DISCREPANCY – BILLED TWICE
Thank you for reaching out to us. After carefully reviewing your account, we've found an authorization pending. This authorization
is not an actual charge and will be reversed within 3 - 5 business days. We apologize for any inconvenience this has caused.
We're fully committed to our 100% Smile Guarantee, and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – DECLINED CREDIT CARD
Thank you for reaching out to us. Unfortunately, your credit card has been declined and your order has been put on hold. Please
reach out to us at 1-888-222-0405 and provide a different credit card so we can process your order and deliver your smile.
We look forward to helping you send a smile real soon!
CATEGORIES: BILLING DISCREPANCY – DISCOUNT REFUND
Thank you for reaching out to us. We're very sorry your discount was not applied correctly at checkout. We're fully committed to
our 100% Smile Guarantee, and have issued a refund to your account in the amount of [RefundedAmount]. Your refund is being
processed and will be applied to your original form of payment. Please allow up to 7 business days to post with your financial
institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement.
We apologize again, and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – FRAUD ORDER
Thank you for reaching out to us. Our Billing Department is currently reviewing your inquiry and will be in touch with you soon.
We apologize for any inconvenience and delay this has caused. If you have any related questions or concerns please call our Billing
Department at (866) 521-8029 from 8am to 8pm EST, Monday to Friday.
We're sorry again and thank you for your patience.
CATEGORIES: BILLING DISCREPANCY – GC REACTIVATION
Thank you for reaching out to us. After checking in our system, it shows that the refund was issued. Please provide us with the 19-
digit code and PIN number of the gift certificate so that we can reactivate it.
Thank you for your patience and understanding. We look forward to your response!
CATEGORIES: BILLING DISCREPANCY – GC INFORMATION
Thank you for reaching out to us. We've applied [AmountOfGiftCertificateApplied] in Gift Certificates to your order. Your adjusted
charge is [AdjustedChargeAmount]. Thanks for letting us help you deliver a smile.
We look forward to helping you send another one real soon!
CATEGORIES: BILLING DISCREPANCY – NEXT JUMP CREDIT
Thank you for reaching out to us. We're very sorry for any inconvenience. Your order was placed through Next Jump, your
company discount program. We have issued a credit back directly through Next Jump. If the credit does not appear on your next
bank statement, please reach out to Next Jump by following these steps: go to the Marketplace website where you placed your
order, find the Help Center and then locate the Contact Us to submit your inquiry.
Again, we apologize for any inconvenience and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – ORDER ON HOLD
Thank you for reaching out to us. We wanted to let you know that unfortunately, your order is currently on hold, as your billing
address does not match with what your issuing bank has on file.
Please contact your bank to confirm your billing information, then call us at (800) 993-1192 so we can update our records and
release your order for delivery.
We apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – PROMO CODE 2ND
Thank you for reaching out to us. After carefully reviewing your order, we found that [NameOfPromotionUsed] was used.
Unfortunately, we're only able to add one Promotion to each order. This includes discounts, air miles and other membership
offers.
We're sorry for any inconvenience. We appreciate your understanding and look forward to delivering another smile for you again
soon!
CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPLIED BY AGENT
Thank you for reaching out to us. We've reviewed your order, and our records show that your Promotion Code was already
entered.
The cost breakdown for your order is as follows:

Product Total: [ProductDollarAmountTotal]
Service or Shipping Charge: [ServiceOrShippingChargeDollarAmount]
Promotion: [PromotionCodeDollarAmount]
Gift Certificate: [GCDollarAmount]
Tax: [TaxDollarAmount]
Total: [TotalDollarAmount]
We're sorry for any inconvenience and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPLIED ON THE ORDER
Thank you for reaching out to us. We've reviewed your order, and our records show that your Promotion Code was already
entered.

We're sorry for any inconvenience and hope you'll let us deliver another smile for you soo
CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPROVED
Thank you for reaching out to us. We're sorry that you had trouble applying the Promotion Code when placing your order. We're
fully committed to our 100% Smile Guarantee, and have applied your Promotion Code per your request.
The new cost breakdown for your order is as follows:

We're sorry for any inconvenience. We appreciate your understanding and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPROVED DELIVERED
Thank you for reaching out to us. We're sorry that you had trouble applying the Promotion Code when placing your order. We're
fully committed to our 100% Smile Guarantee, and have applied your Promotion Code per your request.
The new cost breakdown for your order is as follows:

We're sorry for any inconvenience. We appreciate your understanding and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPROVED NOT WORKING

Thank you for reaching out to us. It seems the Promotion Code provided is not working correctly. We apologize for any
inconvenience this has caused.
We're fully committed to our 100% Smile Guarantee. Please use Promotion Code FFC to save 15% on the merchandise portion of
your order. Please note that some Promotional items may not be eligible for a discount and are noted as such.
Again, we're sorry for any inconvenience and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – PROMO CODE REFUND
Thank you for reaching out to us. We've reviewed your order, and our records show that your Promotion Code was not entered,
however we have issued a refund for the amount of the promotion.

Promotion Refund: [PromotionRefundDollarAmount]
We're sorry for any inconvenience and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – PROMOTION INFO
Thank you for reaching out to us. Please be advised that your order has been received. If you wish to apply a discount to your
order, please e-mail us the gift certificate number and/or promotion name and your discount will be applied.
We look forward to serving your gifting needs in the future.
CATEGORIES: BILLING DISCREPANCY – SAVINGS PASS INFORMATION
Thank you for reaching out to us. After carefully reviewing your account, we've found that a Savings Pass was issued
on [IssueDate]. Please see details below:
Serial number: [SerialNumber]
Pin: [Pin]
Expiration Date: [ExpirationDate]
Your Savings Pass number can be entered on the Review and Place Order page, under the section marked “Gift Certificate, Fresh
Rewards Pass, or Savings Pass.” Type your 19-digit code in the box marked “Enter Code” using no spaces or dashes. In the box just
below that, please enter your 4-digit PIN number. Remember to click APPLY for your Savings Pass to be deducted from your order.
We're fully committed to our 100% Smile Guarantee and hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – REFUND SERVICE CHARGE
Thank you for reaching out to us. We're very sorry the service charge was posted to your order incorrectly. We're fully committed
to our 100% Smile Guarantee, and have issued a refund to your account in the amount of [RefundedAmount]. Your refund is being
institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement
We hope you'll let us deliver another smile for you soon!
CATEGORIES: BILLING DISCREPANCY – TAX EXEMPTION
Thank you for reaching out to us. To apply for Tax Exemption, please fax your organization’s Certificate of Tax Exemption form to
us at (888) 222-7589.

We look forward to serving your gifting needs in the future.
CATEGORIES: MON – 18F CALL BACK
We attempted to reach you by phone to inform you that, unfortunately, Order Number [OrderNumber] cannot be
delivered to [RecipientName] on the date you requested as we were unable to locate a florist in the area. We
understand this is a very important gift, and we are very sorry that we did not deliver on time.
We'd like to suggest another arrangement, which will come fresh from our growers and be delivered via FedEx. Please
see the product below:
Product Name:[VendorProductName]
Product Code: [ProductCode]
Please call us back as soon as possible at (866)521-8030 to schedule a new delivery. We apologize for any
inconvenience this may have caused and look forward to hearing from you soon.
CATEGORIES: MON – 18F CALL BACK
We would like to follow up on the voicemail that we left on [DateLastVoicemail].
Unfortunately, order number [OrderNumber] cannot be delivered to [RecipientName] on the date you requested. We are
unable to locate a florist in your recipient’s area. We understand that this is a very important gift, and we are very sorry
that we are unable to fulfill your request at this time.
Please call us back as soon as possible at (866)521-8030 so we may resolve this completely. We apologize for any
inconvenience this may have caused and look forward to hearing from you soon.
CATEGORIES: DELIVERY ISSUE – 50% CREDIT AND SP
Thank you for reaching out to us. I'm

truly sorry that your gift did not meet expectations. I know the importance
of delivering a smile to someone you care about and will do everything I can to make this right. A 50%
refund in the amount of [RefundedAmount] has been issued to your account. Your refund is being
processed and will be applied to your original form of payment. Please allow up to 7 business days to post
with your financial institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank
statement. I've also issued you a $20 Savings Pass, good towards your next purchase. It will arrive via
email within one week.
Again, I apologize for any inconvenience this has caused. I hope you'll let us deliver another smile for you
soon!
CATEGORIES: DELIVERY ISSUE – ADDTL INFO NEW ADDRESS
Thank you for reaching out to us. In attempting

to deliver your order, we've been informed that the recipient is
either no longer at that address or the address could not be found. For faster delivery, please verify the
address you have with the below address we currently have on file:
Recipient Name: [RecipientName]
Recipient Address: [RecipientAddress]
Recipient Phone Number: [RecipientPhoneNumber]
We're fully committed to our 100% Smile Guarantee, and apologize for any inconvenience this delay has
caused. We look forward to helping you deliver another smile soon!
CATEGORIES: DELIVERY ISSUE – ADDITIONAL INFO NO DELIVERY ICU
Thank you for reaching out to us. We

have attempted to deliver your order. Unfortunately, the hospital has
informed us that your recipient is in the intensive care unit, where no deliveries can be made. We
apologize for this inconvenience.
We will credit your account for the full purchase amount of [RefundedAmount]. If you would like to place
an order for delivery to an alternative location, please visit our website at http://www.1800flowers.com.
CATEGORIES: DELIVERY ISSUE – CUST RECEIVE DLC – NO DELIVERY MADE
Thank you for reaching out to us. We're

very sorry you received a delivery confirmation when your order has not
been received. We're fully committed to our 100% Smile Guarantee, and we've scheduled a redelivery
on [NewDeliveryDate], at no additional cost to you.
We've also issued you a $20 Savings Pass, good towards your next purchase. It will arrive via e-mail within
one week. Again, we apologize for any inconvenience this may have caused and hope you'll let us deliver
another smile for you soon!
CATEGORIES: DELIVERY ISSUE – DELAYED DELIVERY
Thank you for reaching out to us. We apologize for not delivering on the date you requested. We are doing everything we
can to make this right, as we understand the importance of expressing yourself to someone you care about. Please be
assured, a redelivery will be scheduled as soon as possible. We are fully committed to our 100% Smile Guarantee, and
apologize for any inconvenience this may have caused. We've issued a $20 Savings Pass for you, good towards your
next purchase, which will arrive via e-mail within one week.
Again, we are sorry for any inconvenience this has caused and hope you'll trust us to deliver another smile for you
soon!
CATEGORIES: DELIVERY ISSUE –DELIVERED EARLY WEATHER $20sp

know how important it is for [NameOfRecipient] to receive their truly
original gift. We saw the forecast was calling for severe weather on the delivery date you chose, so we
made sure [NameOfRecipient]arrangement arrived early. We're fully committed to our 100% Smile
Guarantee, and would not allow the weather to prevent you from sending a smile.
We apologize for any inconvenience this may have caused, and have issued you a $20 Savings Pass, good
towards your next purchase. It will arrive via e-mail within one week.

CATEGORIES: DELIVERY ISSUE - DELIVERED EARLY WEATHER EXPLAIN
We know how important it is for[NameOfRecipient] to receive their truly original gift. We saw the forecast was calling for
severe weather on the delivery date you chose, so we made sure [NameOfRecipient]arrangement arrived early. We're
fully committed to our 100% Smile Guarantee, and would not allow the weather to prevent you from sending a smile.
We apologize for any inconvenience this may have caused, and hope you'll let us deliver another smile for you soon!
CATEGORIES: DELIVERY ISSUE – WEATHER – SURCHARGE
We know how important it is for [NameOfRecipient] to receive their truly original gift. We saw the forecast was calling for
severe weather on the delivery date you chose, so we made sure [NameOfRecipient]arrangement arrived early. We're
fully committed to our 100% Smile Guarantee, and would not allow the weather to prevent you from sending your
smile.
We're sorry for any inconvenience this may have caused. We've refunded your holiday surcharge and issued you a $20
Savings Pass, good towards your next purchase. It will arrive via e-mail within one week.
Again, we apologize and hope you'll let us deliver another smile for you soon!
CATEGORIES: DELIVERY ISSUE – DELIVERED LATE NO RECIPIENT
I apologize, but we were unable to deliver your gift to the office, as your recipient had already left for the day. Our
florists are doing everything they can, as we understand the importance of expressing yourself to someone you care
about. Please be assured, a redelivery will be scheduled as soon as possible. If you'd rather have the gift sent to a
home address, please provide us with an alternate address.
We're fully committed to our 100% Smile Guarantee, and apologize for any inconvenience this has caused. I've issued
you a $20 Savings Pass, good towards your next purchase, which will arrive via e-mail within one week.
Again, I am sorry for any inconvenience this has caused and hope you'll trust us to deliver another smile for you soon!
CATEGORIES: DELIVERY ISSUE – DELIVERED LATE OFFICE CLOSED
I apologize, but we were unable to deliver your gift to the office, as the office was already closed for the day. Our florists
are doing everything they can, as we understand the importance of expressing yourself to someone you care about.
Please be assured, a redelivery will be scheduled as soon as possible. If you'd rather have the gift sent to a home
address, please provide us with an alternate address.
We're fully committed to our 100% Smile Guarantee, and apologize for any inconvenience this has caused. I've issued
you a $20 Savings Pass, good towards your next purchase, which will arrive via e-mail within one week.
Again, I am sorry for any inconvenience this has caused and hope you'll trust us to deliver another smile for you soon!
CATEGORIES: DELIVERY ISSUE – TIME WINDOW DELIVERY

have made every effort to deliver your smile, but we weren't able to
deliver during your requested time. Since we were unable to honor your time request, the delivery
charges in the amount of [Amount] has been refunded to your account. We're fully committed to our
100% Smile Guarantee, and apologize for any inconvenience this has caused.
Again, I'm sorry for any inconvenience and hope you'll let us deliver another smile for you soon.
CATEGORIES: DELIVERY ISSUE – DELIVERED LATE $20SP

have made every effort to deliver your smile, but we weren't able to
deliver during your requested time. Since we were unable to honor your time request, the delivery
charges in the amount of [Amount] has been refunded to your account. We're fully committed to our
CATEGORIES: DELIVERY ISSUE – DELIVERED LATE WEATHER EXPLAIN
Thank you for reaching out to us. We're making every effort to deliver your smile, but due to severe weather in your
recipient's area, our florist will deliver your gift as soon as they can. We're fully committed to our 100% Smile
Guarantee, and apologize for any inconvenience this has caused.
CATEGORIES: DELIVERY ISSUE – DELIVERED LATE WEATHER – SURCHARGE AND SP

making every effort to deliver your smile, but due to severe weather in your
recipient's area, our florist will make sure your gift gets there as soon as possible. We're fully committed to our
We've issued the amount of your holiday surcharge as well as a $20 Savings Pass, good towards your next
purchase, which will arrive via e-mail within one week. Your refund is being processed and will be applied to
your original form of payment. Please allow up to 7 business days to post with your financial institution. It may
take up to 1-2 billing cycles to reflect on your credit card/bank statement.
Again, we're sorry for any inconvenience and hope you'll let us deliver another smile for you soon.
CATEGORIES: DELIVERY ISSUE – FOLLOW UP
Thank you for reaching out to us. It

was nice speaking to you on the phone. I just want to confirm what we spoke
about [DetailsToBeConfirmed].
I apologize for any inconvenience that you experienced and hope to continue serving your gifting needs in
the future.
CATEGORIES: DELIVERY ISSUE – FULL CREDIT WITH SP

very sorry your order did not meet expectations. We're fully committed to
our 100% Smile Guarantee, and have issued you a full refund in the amount of [RefundedAmount] to your
account. Your refund is being processed and will be applied to your original form of payment. Please allow
up to 7 business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect on
your credit card/bank statement.
We've also issued a $20 Savings Pass, good towards your next purchase. It will arrive via e-mail within one
week.
Again, we apologize for any inconvenience this has caused, and hope you'll let us deliver another smile for
you soon!
CATEGORIES: DELIVERY ISSUE – NO DELIVER POSSIBLE
Thank you for reaching out to us. I'm

very sorry that we were unable to deliver your order in time
for [NameOfOccasion]. I understand how important it is to deliver a smile to someone special in your life
and will do everything I can to make this right.
Please be assured, a refund in the amount of [RefundedAmount] has been issued to your account. We will
process the refund within 24 hours. It may take up to 1-2 billing cycles for the refund to show on your
bank statement, depending on your bank. I've also issued you a $20 Savings Pass, good towards your next
purchase. It will arrive via email within one week.
I apologize again for any inconvenience this has caused and hope you'll trust us to deliver another smile
for you soon.
CATEGORIES: DELIVERY ISSUE – NOT DELIVERED
Thank you for reaching out to us. We're very sorry that [ProductName] didn't arrive when it was supposed to.
We are going to set up a delivery of the arrangement

on [DeliveryDate]. [CustomerName]ordered [ProductName] to arrive for your [Occasion]. We know that
this was a special occasion and we will do everything to make this right.
We appreciate your understanding and apologize for any inconvenience this has caused.
CATEGORIES: DELIVERY ISSUE – RECIPIENT NOT AVAIL DISCHARGED
Thank you for reaching out to us. After checking with the hospital about your order, we've been informed that your recipient
has been discharged prior to us attempting delivery. If you will provide us the recipient’s home address we will re-route
your delivery there.
We're fully committed to our 100% Smile Guarantee, and apologize for any inconvenience this has caused. Please
contact us as soon as possible with a new address so that we can deliver your smile!
CATEGORIES: DELIVERY ISSUE – RECIPIENT NOT AVAIL – ICU
Thank you for reaching out to us. I would like to inform you that your recipient is in ICU and unable to receive the order. We
will keep in touch with the hospital to coordinate a delivery once transferred out of ICU. As an alternative, we can deliver
to the recipient's home address. If you prefer this option, please reply with the new delivery address.
I thank you for your understanding of this issue and I look forward to ensuring your delivery is completed.
CATEGORIES: DELIVERY ISSUE – RECIPENT NOT AVAIL TAG DOOR
Thank you for reaching out to us. After

reviewing our records, we've confirmed that a delivery attempt was
made on [OriginalDeliveryDate]. The recipient was not home at the time, so our driver left their contact
information at the door to coordinate a new delivery time. We're currently waiting to hear from the
recipient to schedule a redelivery.
We're fully committed to our 100% Smile Guarantee, and have issued you a $20 Savings Pass, good
towards your next purchase. It will arrive via email within one week.
We apologize for any inconvenience this has caused. Please be assured your order will be delivered as
soon as we can coordinate a new delivery time. We look forward to helping you deliver another smile
soon!
CATEGORIES: DELIVERY ISSUE –REDELIVERY WITH SAVINGS PASS – FLORIST

very sorry your order did not meet expectations. We're fully committed
to our 100% Smile Guarantee, and have scheduled a redelivery on [NewDeliveryDate], at no additional
cost to you.
I have also issued you a $20 Savings Pass, good towards your next purchase that will arrive via e-mail
within one week.
Again, we apologize for any inconvenience this has caused and hope you'll let us deliver another smile for
you soon!
CATEGORIES: DELIVERY ISSUE - REDELIVERY WITH SAVINGS PASS – VENDOR

very sorry your order did not meet expectations. We're fully committed
to our 100% Smile Guarantee, and have scheduled a redelivery on [NewDeliveryDate], at no additional
cost to you.
I have also issued you a $20 Savings Pass, good towards your next purchase that will arrive via e-mail
within one week.
you soon!
CATEGORIES: DELIVERY ISSUE – TIME DELIVERY WINDOW – REDELIVERY

have made every effort to deliver your smile, but we won’t be able to
deliver during your requested time. We can deliver your order on [DeliveryDate]between 9am and 8pm
and since we were unable to honor your time request, the delivery charges in the amount
of [Amount] has been refunded to your account. We will process the refund within 24 hours. Your refund
will most likely appear within 3-5 business days but may take 1 to 2 billing cycles depending on your
financial institution. We're fully committed to our 100% Smile Guarantee, and apologize for any
inconvenience this has caused.
In addition, I want to issue a personal apology with a $20 Savings Pass, good towards your next purchase,
which will arrive via e-mail within one week.
CATEGORIES: DELIVERY ISSUE – REDELIVERY 50% PC AND SAVINGS PASS - FLORIST
We're very sorry your order did not meet expectations. We're fully committed to our 100% Smile Guarantee, and have scheduled a
redelivery on [NewDeliveryDate], at no additional cost to you.
We've also issued you a partial refund equaling 50% of your purchase price, as well as a $20 Savings Pass, which will arrive via e-
mail within one week. Your refund is being processed and will be applied to your original form of payment. Please allow up to 7
business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement.

Again, we apologize for any inconvenience this has caused, and hope you'll let us deliver another smile for you soon.
CATEGORIES: DELIVERY ISSUE - REDELIVERY 50% PC AND SAVINGS PASS - FLORIST
We're very sorry your order did not meet expectations. We're fully committed to our 100% Smile Guarantee, and have scheduled a
redelivery on [NewDeliveryDate], at no additional cost to you. Your new order number is [NewOrderNumber].
We've also issued you a 50% refund in the amount of [RefundedAmount], as well as a $20 Savings Pass, which will arrive via e-
mail within one week.Your refund is being processed and will be applied to your original form of payment. Please allow up to 7
business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement.
Again, we apologize for any inconvenience this has caused, and hope you'll let us deliver another smile for you soon.
CATEGORIES: DELIVERY ISSUE – REFUSED DELIVERY
Thank you for reaching out to us. After

reviewing our records, we've confirmed that a delivery attempt was
made on [DeliveryDate], but the recipient refused the delivery. Please let us know how you wish to
proceed.
We apologize for any inconvenience this has caused and look forward to your response.
CATEGORIES: DELIVERY ISSUE – RESOLVED ON THE PHONE

received your email, and after checking in our system, it looks like your
issue was resolved over the phone. We're fully committed to our 100% Smile Guarantee, and wanted to
confirm [DetailsToBeConfirmed].
We apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you
soon!
CATEGORIES: DELIVERY ISSUE – SAVINGS PASS / 20SP
Thank you for reaching out to us. We're very sorry your order did not meet expectations. We're fully committed to our
100% Smile Guarantee, and have issued you a $20 Savings Pass, good towards your next purchase. It will arrive via e-
mail within one week.
Again, we apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!
CATEGORIES: DELIVERY ISSUE – CARD ISLE

Hi [Name],
We regret to inform you that we will not be able to complete your order [order number] with the selected greeting
card. Instead, your recipient will receive your gift message on a floral note card.
We apologize and know how important it is to connect with loved ones during these unprecedented times. We have
issued you a $10.00 credit for the inconvenience along with a $20.00 savings pass to be used on a future purchase.
We value your loyalty and the role we play in helping you express, connect and celebrate with the important people in
your life.
CATEGORIES: CANCELLATION – CANCELLATION APOLOGIZED

very sorry that we failed to meet your expectations on your order.
We're fully committed to our 100% Smile Guarantee and have canceled your order and issued a full
refund in the amount of [RefundedAmount] to your account. Your refund is being processed and will be
applied to your original form of payment. Please allow up to 7 business days to post with your financial
you soon!
CATEGORIES: CANCELLATION – ENROUTE CANNOT CANCEL
Thank you for reaching out to us. Your order is currently en-route or has already been delivered, so unfortunately we're
unable to cancel it.
We appreciate your understanding and apologize for any inconvenience this has caused. We look forward to helping
you deliver another smile soon!
CATEGORIES: CANCELLATION – ORDER CANCELLED

very sorry that we failed to meet your expectations on your order.
We're fully committed to our 100% Smile Guarantee and have canceled your order and issued a full
refund in the amount of [RefundedAmount] to your account. Your refund is being processed and will be
applied to your original form of payment. Please allow up to 7 business days to post with your financial
you soon!
CATEGORIES: COVID 19
I would like to express our sincerest apologies, but I am writing to inform you that the address where [recipient's name] is
located has blocked all nonessential deliveries due to the evolving epidemic. We would like to do everything we can to still
deliver your smile. Would you be able to provide an alternate address for someone in the area that may receive the gift for
the [recipient's name] or perhaps we could send your smile to [recipient's name] home address.
Please email us back at custserv@1800flowers.com or call us at 1-866-521-8030 with your decision.
CATEGORIES: DELIVERED WRONG - 50% PC AND SP

Thank you for reaching out to us. I am
truly sorry that your gift did not meet expectations, as I know the
importance of delivering a smile to someone you care about. I want to do everything I can to make this
right. Please be assured, a partial refund in the amount of [RefundAmount] will be credited to your
account. Your refund is being processed and will be applied to your original form of payment. Please allow
up to 7 business days to post with your financial institution. It may take up to 1-2 billing cycles to reflect
on your credit card/bank statement. I've also issued you a $20 Savings Pass, good towards your next
I apologize again for any inconvenience this has caused and hope you'll trust us to deliver another smile
for you soon.
CATEGORIES: DELIVERED WRONG - FULL CREDIT AND SP

very sorry your order did not meet expectations. We're fully committed to
our 100% Smile Guarantee, and have issued you a full refund in the amount of [FullRefundAmount] to
your account. Your refund is being processed and will be applied to your original form of payment. Please
allow up to 7 business days to post with your financial institution. It may take up to 1-2 billing cycles to
reflect on your credit card/bank statement.
We've also issued you a $20 Saving Pass, which will arrive by e-mail within one week.
Again, we apologize for the inconvenience and hope you'll let us deliver another smile for you soon!
CATEGORIES: DELIVERED WRONG – FUNERAL HOME ADDRESS REQUEST
Thank you for reaching out to us. We're deeply sorry your order did not meet expectations. We hope you'll give us the
opportunity to make this up to you by sending your gift to the family's home. Please reply with the new delivery address
and we will do everything we can to ensure your delivery arrives as scheduled.
Again, we apologize for any inconvenience this has caused you. We hope you'll trust us again to help you express
yourself perfectly.
CATEGORIES: DELIVERED WRONG - MISSING ADD ON REDELIVERY

very sorry the [NameOfWhatWasNotDelivered] was not delivered along
with your order. We're fully committed to our 100% Smile Guarantee, and have requested that it be
delivered as soon as possible. We've also issued you a $20 Savings Pass, good toward your next purchase.
It should arrive by e-mail within one week.
you soon!
CATEGORIES: DELIVERED WRONG - MISSING ADD ON REFUND
Thank you for reaching out to us. We're very sorry the [NameOfWhatWasNotDelivered] was not delivered along
with your order.
We're fully committed to our 100% Smile Guarantee, and have issued you a full refund in the amount
of [RefundedAmount] to your account. Your refund is being processed and will be applied to your original
form of payment. Please allow up to 7 business days to post with your financial institution. It may take up
to 1-2 billing cycles to reflect on your credit card/bank statementWe've also issued you a $20 Savings
Pass, good towards your next purchase. It will arrive via e-mail within one week.
you soon!
CATEGORIES: DELIVERED WRONG – REDELIVERY SP – FLORIST
Thank you for reaching out to us. I understand your

gift was not delivered as requested. I am truly sorry, as I
know the importance of delivering a smile to someone you care about. Please be assured, I've already
scheduled a redelivery on [NewDeliveryDate], at no additional cost to you. And because we want to do
everything we can to make this right, a $20 Savings Pass has been issued to you, good towards your next
Again, we apologize for the inconvenience this has caused and hope you'll let us deliver another smile for
you soon!
CATEGORIES: DELIVERED WRONG – REDELIVERY SP VENDOR

very sorry your order did not meet expectations, and have scheduled a
redelivery of your order on [NewDeliveryDate], at no additional cost to you. We're fully committed to our
100% Smile Guarantee, and have issued you a $20 Savings Pass, good towards your next purchase. It will
arrive via email within one week.
you soon!
CATEGORIES: DELIVERED WRONG – REDELIVERY

very sorry your order did not meet expectations. We've scheduled a
redelivery for [NewDeliveryDate]. We're fully committed to our 100% Smile Guarantee and will do
everything possible to ensure this delivery arrives as scheduled.
you soon!
CATEGORIES: DELIVERED WRONG - REDELIVERY FUNERAL
Thank you for reaching out to us. I am deeply sorry your order did not meet expectations. I hope you'll give us the
and we'll do everything we can to ensure your delivery arrives as scheduled.
I apologize again for any inconvenience this has caused and hope you'll trust us to help you express yourself again to
the people you care about.
CATEGORIES: DELIVERED WRONG – REDELIVERY VENDOR

very sorry your order was not delivered as requested. We've scheduled
a redelivery for [NewDeliveryDate]. We're fully committed to our 100% Smile Guarantee and will do
everything possible to ensure this delivery arrives as scheduled. Your new order number
is: [NewOrderNumber].
you soon.
CATEGORIES: DELIVERED WRONG – WRONG PRODUCT

very sorry that you received [WrongProductName] when you were
supposed to receive [OrderedProductName].
We will set up a redelivery of the correct item to be sent

on [ShipDate]. [CustomerName] ordered [OrderedProductName]. We know how important it is for you to
express yourself to the special people in your life, so we want to do everything we can to make this right.
Again, we appreciate your understanding and apologize for any inconvenience this has caused.
CATEGORIES: ORDER CHANGE – CARD MESSAGE FLORIST
Thank you for reaching out to us. Just letting you know that we've received and processed your request to change your card
message. Your card message now reads: [NewCardMessage].
Thanks for letting us help you deliver a smile. We look forward to helping you send another one real soon!
CATEGORIES: ORDER CHANGE – CARD MESSAGE VENDOR
Thank you for reaching out to us. Just letting you know that we've received and processed your request to change your
card message. Your card message now reads: [NewCardMessage]. Your new order number is [NewOrderNumber].
CATEGORIES: ORDER CHANGE – DELIVERY ADDRESS FLORIST

delivery address. Your order will now be sent to: [NewDeliveryAddress]
CATEGORIES: ORDER CHANGE - DELIVERY ADDRESS VENDOR
delivery address. Your order will now be sent to: [NewDeliveryAddress]. Your new order number is [NewOrderNumber].
CATEGORIES: ORDER CHANGE – DELIVERY DATE FLORIST
Just letting you know that we've received and processed your request to change the delivery date on your order
to [NewDeliveryDate].
CATEGORIES: ORDER CHANGE – DELIVERY DATE – VENDOR
Just letting you know that we've received and processed your request. The new delivery date on your order
is [NewDeliveryDate]. Your new order number is [NewOrderNumber].
CATEGORIES: ORDER CHANGE – ENROUTE – CANNOT CHANGE ORDER
Thank you for reaching out to us. Your order is currently en-route or has already been delivered, so unfortunately we're
unable to change it. We appreciate your understanding and apologize for any inconvenience this has caused.
We look forward to helping you deliver another smile soon!
CATEGORIES: ORDER CHANGE – OUT OF STOCK – NO CHANGE
Unfortunately, the product you selected [OriginalProductNumber], is not available for delivery at this time. We know that
the most important thing is delivering a smile in time so we are sending [SubstitutedProductName], product
# [SubstitutedProductNumber], which is very similar to the original gift you chose.
As always, we're fully committed to our 100% Smile Guarantee. We apologize for any inconvenience and thank you for
your understanding. We hope you'll let us deliver another smile for you soon!
CATEGORIES: ORDER CHANGE – PRODUCT CHANGE
Thank you for reaching out to us. We've received and processed your request to change the product you
selected [OriginalProductName], product # [OriginalProductNumber]. We are sending [SubstitutedProductName],
product # [SubstitutedProductNumber]. Thanks for letting us help you deliver a smile. We are looking forward to help
you send another one real soon!
CATEGORIES: ORDER CHANGE - SUBSTITUTION
Thank you for reaching out to us. We know how important it is for [RecipientName] to receive their truly original gift. Unfortunately,
the product you selected [OriginalProductName], is unavailable for delivery at this time, so we are
sending [SubstitutedProductName], product # [SubstitutedProductNumber], which is very similar to the original gift you chose.
We understand how important it is for you to express yourself to the special people in your life and apologize for any inconvenience
this has caused. We hope you'll let us deliver another smile for you soon!
CATEGORIES: QUALITY ISSUE – 50% CREDIT AND SP
Thank you for reaching out to us. We're very sorry your order did not meet expectations. We're fully committed to our 100% Smile
Guarantee, and have issued you a partial refund equaling 50% of your purchase price to your account. Your refund is being
institution. It may take up to 1-2 billing cycles to reflect on your credit card/bank statement.
We've also issued you a $20 Saving Pass, good toward your next purchase, which will arrive via e-mail within one week.
Again, we apologize for any inconvenience this has caused. We hope you'll let us deliver another smile for you soon!
CATEGORIES: QUALITY ISSUE - FULL CREDIT + REDELIVERY
Thank you for reaching out to us. We're very sorry your order was not delivered as requested. We're fully commited to our 100%
Smile Guarantee, and have scheduled a redelivery on [NewDeliveryDate], at no additional cost to you.
We've also issued a full refund in the amount of [RefundedAmount] to your account. Your refund is being processed and will be
applied to your original form of payment. Please allow up to 7 business days to post with your financial institution. It may take up to
1-2 billing cycles to reflect on your credit card/bank statement.
CATEGORIES: QUALITY ISSUE – FULL CREDIT + SAVINGS PASS
Thank you for reaching out to us. We're very sorry your order did not meet expectations. We're fully committed to our 100% Smile
Guarantee, and have issued you a full refund in the amount of [RefundedAmount] to your account. Your refund is being processed
and will be applied to your original form of payment. Please allow up to 7 business days to post with your financial institution. It may
take up to 1-2 billing cycles to reflect on your credit card/bank statement.
We've also issued you a $20 Saving Pass, good toward your next purchase, which will arrive by e-mail within one week.
CATEGORIES: QUALITY ISSUE – REDELIVERY WITH SP – FLORIST
100% Smile Guarantee, and have scheduled a redelivery on [NewDeliveryDate], at no additional cost to you.
We've also issued you a $20 Savings Pass, good towards your next purchase, which will arrive via e-mail within one
week.
CATEGORIES: QUALITY ISSUE – REDELIVERY WITH SP – VENDOR
100% Smile Guarantee, and have scheduled a redelivery on [NewDeliveryDate], at no additional cost to you.
We've also issued you a $20 Savings Pass, good toward your next purchase, which will arrive via e-mail within one
week.
CATEGORIES: QUALITY ISSUE - REDELIVERY WITH PICK UP
Thank you for reaching out to us. All of our flowers & gifts are backed by our 100% Smile Guarantee, which includes a promise that
all of our floral arrangements will stay fresh for 7 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 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 the old arrangement when we replace
it. This will help us improve quality and control going forward.
CATEGORIES: QUALITY ISSUE - REDELIVERY WITH FOLLOW UP
Thank you for reaching out to us and providing the new delivery address. We've scheduled a redelivery to the family's
home for [NewDeliveryDate]. We'll do everything we can to ensure your gift arrives as scheduled.
Again, we apologize for any inconvenience this has caused and hope you'll trust us to help you express yourself soon.
CATEGORIES: QUALITY ISSUE – REDELIVERY FOR FUNERAL
Thank you for reaching out to us. We're deeply sorry your order did not meet expectations. We hope you'll give us the
and we'll do everything we can to ensure your delivery arrives as scheduled.
Again, we apologize for any inconvenience you've experienced, and hope you'll trust us again to help you express
yourself perfectly.
CATEGORIES: STATUS CHECK – DELIVERED
Thank you for reaching out to us. A smile has been sent! We've confirmed that your gift was delivered
at [OriginalDeliveryTime] on [OriginalDeliveryDate].
Thanks for letting us deliver a smile for you. We look forward to helping you express yourself again soon!
CATEGORIES: STATUS CHECK – ENROUTE FLORIST
Thank you for reaching out to us. Your gift will soon be on its way! Our florists are hard at work preparing it, and will let
us know as soon as it's ready to go out. Look for a confirmation email from us.
Thanks again for letting us deliver a smile for you.
CATEGORIES: STATUS CHECK – ENROUTE VENDOR
Thank you for reaching out to us. Your gift will soon be on its way! Our florists are hard at work preparing it, and will let
us know as soon as it's ready to go out. Look out for a confirmation email from us.
To get an up-to-the-minute update on your order status, you can always track your order at Fedex.com. Your tracking
number is: [TrackingNumber].
Thanks again for letting us deliver a smile for you.
CATEGORIES: STATUS CHECK – FEDEX TRACKING
Thank you for reaching out to us.

Good news! Our records show that your gift will be delivered very soon. As soon as we receive a delivery confirmation, you'll
receive an e-mail notification from us.
To get an up-to-the-minute update on your order status, you can always track your order at [ShipperWebsite]. Your tracking number
is: [TrackingNumber].
CATEGORIES: STATUS CHECK – INTERNATIONAL
Thank you for reaching out to us. We're very sorry for the delay in providing you with a delivery confirmation. We're fully
committed to our 100% Smile Guarantee, and will contact you as soon as we confirm delivery. Please note that
international orders may take an additional 24 to 48 hours to be confirmed.
Thank you for your patience and understanding—and as always, thanks for trusting us to deliver smiles for you!
CATEGORIES: STATUS CHECK – SENDER NAME APPROVED
Thank you for reaching out to us. Our privacy policy requires our customer's consent to release their information. We are happy to
inform you that the name of the sender is [CustomerName].
We apologize for any inconvenience this may have caused and look forward to delivering a smile for you soon.
CATEGORIES: STATUS CHECK – SENDER NAME FOLLOW UP
Thank you for reaching out to us. Our privacy policy requires our customer's consent to release their information.
Please know that we are currently contacting the customer in order to seek permission to disclose their information. As
soon as we have acquired authorization, an e-mail notification will be sent to you or one of our specialists will reach out
to you at the phone number we have on file.
We apologize for any inconvenience this has caused and thank you for your understanding.
CATEGORIES: STATUS CHECK – STATUS NOT AVAILABLE
Thank you for reaching out to us. We understand the importance of expressing yourself to someone you care about.
Please know that our florists are doing everything they can, and we have already reached out to them. As soon as the
information becomes available to us, it will be updated on our website, and an email will be sent to you.
We apologize for any inconvenience this has caused and thank you for your patience.
CATEGORIES: STATUS CHECK – SYMPATHY DELIVERED
Thank you for reaching out to us. We've confirmed that your order was delivered
at [OriginalDeliveryTime] on [OriginalDeliveryDate].
Thank you for trusting us to deliver your expression of sympathy. We look forward to helping you express yourself again
soon.
CATEGORIES: RECEIPT BY FAX

Thank you for reaching out to us. We will be sending you a receipt by fax. For your convenience, I have included a breakdown of
the order costs to use until the receipt is received.
 Product Total: [ProductDollarAmountTotal]
 Service or Shipping Charge: [ServiceOrShippingChargeDollarAmount]
 Promotion: [PromotionCodeDollarAmount]
 Gift Certificate: [GCDollarAmount]
 Tax: [TaxDollarAmount]
 Total: [TotalDollarAmount]
CATEGORIES: RECEIPT BY MAIL
Thank you for reaching out to us. We will be sending you a receipt by mail. The receipt should arrive within a week. For your
convenience, following is breakdown of the order costs until the receipt is received.
CATEGORIES: RECEIPT – CONFIRM ORDER
Thank you for reaching out to us. We've received your order, placed on [OriginalOrderDate].
Below is your order information:
 Delivery date: [DeliveryDate]
 Order number: [OrderNumber]
 Arrangement purchased: [ProductName]
 Shipped via: [FloristDeliveredOrFedex]
 Service charge: [ServiceorShippingDollarAmount]
 Tax if applicable: [TaxDollarAmount]
 Recipient information: [RecipientName]
 Card Message: [CardMessage]
CATEGORIES: RECEIPT – MULTI RECEIPT BY EMAIL
hank you for reaching out to us.
Order Receipt
Order number: [OrderNumber]
Date of Order: [OrderDate]
CC# - Last 4 Digits: [Last4CCCharged]
Invoice To: [CustomerInformation]
Invoice From:
1-800-FLOWERS.COM Inc.
One Old Country Road
Suite 500
Carle Place, NY 11514
Website: www.1800flowers.com
Status: Invoice is Paid

Your Invoice:
 Total Number of Orders:

 Recipient Name:
 Occasion:
 Delivery Date:
 Charge - Order #1:
 Total Charge to Card: $
Amounts in U.S. Dollars
CATEGORIES: RECEIPT – REFUND RECEIPT BY EMAIL
Thank you for reaching out to us.
Order Receipt
Order number: [OrderNumber]
Recipient information: [RecipientName]
Invoice From:
Suite 500
Invoice Status: Invoice is Paid
Your Invoice:
 Item & Description: [Item]

 Price: [Price]
 Initial Charge Total: $[Initial Charge Total]
 Refund To Credit Card: $[Refund]
 Savings Pass for Future Order: $[SP]
Amounts in U.S. Dollars
CATEGORIES: RECEIPT -REFUND RECEIPT BY TAX
Thank you for reaching out to us. We will be sending you a receipt by fax. For your convenience, I have included a breakdown of
the order costs to use until the receipt is received.
 Credit: $[TotalCreditDollarAmount]
CATEGORIES: RECEIPT - ORDER RECEIPT
Order Receipt
Order number: [Ordernumber]
Delivery date: [DeliveryDate]
Occasion: [OccasionName]
Recipient information: [RecipientName]
Invoice From:
Suite 500
Invoice Status: Invoice is Paid
Your Invoice:
 Item & Description

 Price
 Charges
o Product Total $
o Service or Shipping Charge $
 Credits (if applicable)

o Promotion Code $
o Gift Certificate $
 Amounts in U.S. Dollars

 Totals
o Subtotal $
o Tax (if applicable) $
o Total $

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CATEGORIES: BILLING DISCREPANCY – ADDITIONAL INFO NEEDED

CATEGORIES: BILLING DISCREPANCY – AIRLINE MILEAGE CREDIT

We look forward to helping you send another one real soon!

CATEGORIES: BILLING DISCREPANCY – BILLED TWICE

CATEGORIES: BILLING DISCREPANCY – DECLINED CREDIT CARD

We look forward to helping you send a smile real soon!

CATEGORIES: BILLING DISCREPANCY – DISCOUNT REFUND

CATEGORIES: BILLING DISCREPANCY – FRAUD ORDER

We're sorry again and thank you for your patience.

CATEGORIES: BILLING DISCREPANCY – GC REACTIVATION

We look forward to helping you send another one real soon!

CATEGORIES: BILLING DISCREPANCY – NEXT JUMP CREDIT

CATEGORIES: BILLING DISCREPANCY – ORDER ON HOLD

CATEGORIES: BILLING DISCREPANCY – PROMO CODE 2ND

CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPLIED BY AGENT

The cost breakdown for your order is as follows:

The cost breakdown for your order is as follows:

CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPROVED

The new cost breakdown for your order is as follows:

CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPROVED DELIVERED

The new cost breakdown for your order is as follows:

CATEGORIES: BILLING DISCREPANCY – PROMO CODE APPROVED NOT WORKING

CATEGORIES: BILLING DISCREPANCY – PROMO CODE REFUND

The cost breakdown for your order is as follows:

CATEGORIES: BILLING DISCREPANCY – PROMOTION INFO

We look forward to serving your gifting needs in the future.

CATEGORIES: BILLING DISCREPANCY – SAVINGS PASS INFORMATION

CATEGORIES: BILLING DISCREPANCY – REFUND SERVICE CHARGE

CATEGORIES: BILLING DISCREPANCY – TAX EXEMPTION

CATEGORIES: MON – 18F CALL BACK

CATEGORIES: MON – 18F CALL BACK

We would like to follow up on the voicemail that we left on [DateLastVoicemail].

CATEGORIES: DELIVERY ISSUE – 50% CREDIT AND SP

Thank you for reaching out to us. I'm

CATEGORIES: DELIVERY ISSUE – ADDTL INFO NEW ADDRESS

Thank you for reaching out to us. In attempting

Recipient Phone Number: [RecipientPhoneNumber]

CATEGORIES: DELIVERY ISSUE – ADDITIONAL INFO NO DELIVERY ICU

Thank you for reaching out to us. We

CATEGORIES: DELIVERY ISSUE – CUST RECEIVE DLC – NO DELIVERY MADE

Thank you for reaching out to us. We're

CATEGORIES: DELIVERY ISSUE –DELIVERED EARLY WEATHER $20sp

Thank you for reaching out to us. We

We hope you'll let us deliver another smile for you soon!

CATEGORIES: DELIVERY ISSUE – WEATHER – SURCHARGE

CATEGORIES: DELIVERY ISSUE – DELIVERED LATE NO RECIPIENT

CATEGORIES: DELIVERY ISSUE – DELIVERED LATE OFFICE CLOSED

CATEGORIES: DELIVERY ISSUE – TIME WINDOW DELIVERY

Thank you for reaching out to us. We

Thank you for reaching out to us. We

We hope you'll let us deliver another smile for you soon!

CATEGORIES: DELIVERY ISSUE – DELIVERED LATE WEATHER – SURCHARGE AND SP

Thank you for reaching out to us. We're

CATEGORIES: DELIVERY ISSUE – FOLLOW UP

Thank you for reaching out to us. It

CATEGORIES: DELIVERY ISSUE – FULL CREDIT WITH SP

Thank you for reaching out to us. We're

CATEGORIES: DELIVERY ISSUE – NO DELIVER POSSIBLE

Thank you for reaching out to us. I'm

We are going to set up a delivery of the arrangement

CATEGORIES: DELIVERY ISSUE – RECIPIENT NOT AVAIL – ICU