International

Slide 1: Welcome International 101 (FlowerFarm.com)

Slide 2: International • Navigation – International ERC  Unrestricted Order Inquiry  Tracking  Restricted Order Inquiry & Administration – Unrestricted Order Inquiry (Turquoise screen)  Order Number Search Results o Elements of Order Page o Special Attention  Name/Telephone number Search Results – Order Tracking – Restricted Order Inquiry & Administration – Account Administration  Inquiry  Change – Order Administration – Order – Communications • Spreadsheet – General – CSR Tab – FC Tab • Procedures – Fulfillment Center Communications – Refund/Replacement Procedures – Spreadsheet Documentation • Helpful Hints

Slide 3: International Main ERC Page Unrestricted Order Inquiry Order Tracking (Canada, France & Mexico only) Restricted Order Inquiry & Administration 1. Unrestricted Order Inquiry (turquoise screen) – Available to all CSR staff. 2. Order Tracking. 3. Restricted Order Inquiry & Administration – Requires permission. Update accounts/orders, communicate with fulfillment centers and refunds.

Slide 4: Unrestricted Order Inquiry (turquoise screen) Unrestricted Order Inquiry Click “ORDER/RECIPIENT LOOKUP” Multiple Search criteria are provided: 2. Order Number – Only returns a single order with complete number match. 3. Telephone (Sender/Receiver) – Must be a full number match. 4. Name (Sender/Receiver) – Full or partial name with multiple matches returned.

Slide 5: Unrestricted Order Inquiry (turquoise screen) Order Number Search Results Order # entered in search box

Slide 6: Unrestricted Order Inquiry (turquoise screen) Elements Of Order Page Page Heading Sender Information Recipient Information Product Ordered Processing/Shipping Information

Slide 7: Unrestricted Order Inquiry (turquoise screen) Special Attention Items Processing/Shipping Information Special Items: 2. Order Date – Date order was confirmed. 3. Ship Date – Date order information was released to FC for shipment preparation. 4. Fulfillment Location – Internal FC location name. 5. Actual Ship Date – Date shipped. Entered by FC. 6. Req. Delivery Date – Requested delivery date. This is the date requested by the customer. This is NOT a guaranteed delivery date. 7. P.O. Number – Internal number used by FC for orders. 8. Tracking Number – This is not a valid number except for orders to Mexico, Canada or France. To track see the “Order Tracking” area of the International ERC. FC = fulfillment center

Slide 8: Unrestricted Order Inquiry (turquoise screen) Name/Telephone Number Search Results

Slide 9: Order Tracking International ERC Page • Canada – FedEx (Only Mon – Fri). • France – Chronopost • Mexico – Estafeta

Slide 10: Restricted Order Inquiry & Administration Restricted Order Inquiry & Administration Click “Customer Service Admin”

Slide 11: Restricted Order Inquiry & Administration (Account Administration – Inquiry)

Slide 12: Restricted Order Inquiry & Administration (Account Administration – Change) Click to cancel or save changes

Slide 13: Restricted Order Inquiry & Administration (Order Administration - Order)

Slide 14: Restricted Order Inquiry & Administration (Order Administration - Order) Order Status: 1. Released – Forwarded to FC. 2. Shipped – FC confirmed order shipped (see “Ship Date” in “Processing/Shipping Information” area. 3. Completed – Credit card settled (does not replace to delivery action complete). 4. Incomplete – Order partially complete but not confirmed or authorization rejected. 5. Open – Received but not sent to FC

Slide 15: Restricted Order Inquiry & Administration (Order Administration - Order) Refund •Be careful of amount in “Refund Amount “ box. •Enter your first initial and last name in “CSR Signoff”. •Click “REFUND” botton. –See Spreadsheet Procedure Special – ALWAYS click the “UNLOCK ORDER” BOTTON When completed viewing/acting including other activated screens from this one.

Slide 16: Restricted Order Inquiry & Administration (Order Administration - Communications) Click link to activate communications

Slide 17: Restricted Order Inquiry & Administration (Order Administration - Communications) Fulfillment Center Communications screen Old communications history – Click a date to see the message. First message will normally be order confirmation. New communications composing area. Note: Before clicking the “Send” button you must select a “Recipient” even though there is only one in the box.

Slide 18: International Spreadsheet General Purpose – The international spreadsheet is a focal point for all requests to and from the international fulfillment center(s). The sheet will contain all posted information related to information exchange about Flowerfarm orders. Method – An order will be entered on the appropriate sheet tab based on the original source of action. If the original request to the order was from the fulfillment center it will be on the “FC Requests” tab and if from ProFlowers Customer Service it will be on the “CSR Inquiries” tab. Once a line has been entered for an order another line will not be created. Additional information will be on-going responses area. See each tab’s description for further explanation. Additional Information – Two other tabs are included in the spreadsheet to provide helpful information related to fulfillment centers and other international data. Access – Update access to the spreadsheet is limited; however, all staff can view it for research purposes. Spreadsheet Tabs

Slide 19: International Spreadsheet CSR Tab Columns: 1. Order # 2. CSR 3. Date – In the format mm/dd. 4. FC email address(es) contacted 5. Reason for contact & Notes – Short description of the request sent to the fulfillment center. 6. Fulfillment Center’s Response (include your name and date) – This is an ongoing log of any responses or further requests. It will be in the format mm/dd-name-explanation text with each new response posted beginning one space after the end of the prior one. a. mm/dd – date mm = month (1 – 12) and dd = day of month. b. Name – in the format first initial and last name as is used in ProFlowers Outlook email addresses.

Slide 20: International Spreadsheet FC Tab Columns: 1. Order # 2. CSR 3. Date – In the format mm/dd. 4. Email address of FC that contacted us 5. Info requested – Request from fulfillment center. 6. Results (include your name and date) – This is an ongoing log of any responses or further requests. It will be in the format mm/dd-name- explanation text with each new response posted beginning one space after the end of the prior one. a. mm/dd – date mm = month (1 – 12) and dd = day of month. b. Name – in the format first initial and last name as is used in ProFlowers Outlook email addresses.

Slide 21: Procedures (Fulfillment Center Communications) •Methods: oDirect email – Only if email received from fulfillment center through Instant Service (no format requirements). Do not delete. At least respond with “thank you”. oRestricted Order Inquiry & Administration. •Format Requirements: oSubject Line Order number (“Order # ____”) and short description of reason for message (ex. “delivery status”). oMessage Body – Introduction (“Hello”) Message text (“Customer would like to know delivery status of this order”). Closing (“thank you”) with first and last name of agent. oOrder Delivery information from confirmation email – Date & Order # Ship to address.

Slide 22: Procedures (Refund/Replacement Procedures) The following is the procedure for handling Refunds/replacements for Flowerfarms.com (also known as international) in customer service. III. Hierarchy – The following is the hierarchy for resolution of Flowerfarm customer/order problems/disputes: A. Refund Shipping/Handling Charge. B. Replace. C. Replace and refund service charge. D. Full refund. E. Full refund and replace -- this is an extreme situation and requires ProFlowers Management approval. Note: Replacement should be the original product unless customer requests a change of product or fulfillment center indicates product is not available. V. How to obtain a replacement – Create an email request through the international order “Customer Administration” area and the “View Communication History for this order” in the order screen. The email will contain – A. Subject – Order number and appropriate description (ex. “Replacement Request”.). B. Reason for replacement. (ex. “Customer has contacted us indicating a problem”). Statement of request for replacement (ex. “Please replace”.) C. Special requirements such as asking that a note of apology/explanation of lateness/customer original intended delivery date/etc. be included. D. From the original order confirmation letter include: E. Order number F. Original delivery date G. Ship to address H. Gift message I. Original product J. First and last name of CSR placing the request.

Slide 23: Procedures (Refund/Replacement Procedures) The following is the procedure for handling Refunds/replacements for Flowerfarms.com (also known as international) in customer service. III. Hierarchy – The following is the hierarchy for resolution of Flowerfarm problems/disputes: A. Refund Shipping/Handling charge. B. Replace. C. Replace & refund Shipping/Handling charge. D. Full refund. E. Full refund & Replace. -- this is an extreme situation and required management approval. VI. How to obtain a replacement – Create an email request through the international order “Customer Administration” area and the “View Communication History for this order” in the order screen. The email will contain – A. Subject – Order number and appropriate description (ex. “Replacement Request”.) B. Reason for replacement. (ex. “Customer has contacted us indicating a problem”). C. Statement of request for replacement (ex. “Please replace”.) D. Special requirements such as asking that a note of apology/explanation of lateness/customer original intended delivery date/etc. be included. E. From the original order confirmation letter include: Order number. Original delivery date. Ship to address. Gift message. Original product. F. First and last name of CSR placing the request.

Slide 24: Procedures (Refund/Replacement Procedures) I. Spreadsheet documentation – International order activity is logged on the International Spreadsheet. This can be performed directly by personnel authorized access (this will be verified if related to an Instant Service email) to the sheet or daily posted when the action is not that of a personnel authorized access. For those not authorized update action the following must be performed to assure documentation on the spreadsheet: A. If the action is in response to an email, in the Instant Service “International” department, the responses will automatically be copied to the appropriate email address for documentation. B. All emails created for the fulfillment center will automatically be copied to the “FlowerFarmData” mail box for posting to the spreadsheet. Note: Every effort should be made to replace with the original product. Additional considerations may be suggested to the fulfillment center such as a complimentary upgrade, note of apology, etc. If these are requested do not disclose them to the customer until the fulfillment center has acknowledged they will be provided.

Slide 25: Procedures (Spreadsheet Documentation) I. Spreadsheet documentation – International order activity is logged on the International Spreadsheet. This can be performed directly by personnel authorized access (this will be verified if related to an Instant Service email) to the sheet or daily posted when the action is not that of a personnel authorized access. For those not authorized update action the following must be performed to assure documentation on the spreadsheet: A. If the action is in response to an email, in the Instant Service “International” department, the responses will automatically be copied to the appropriate email address for documentation. B. If the action is in response to a phone conversation, an email should be sent to “FlowerFarmData” reflecting the following: II. Flowerfarm Mail Box – This mail box contains all activity that has not yet been posted to the International Spreadsheet. This mailbox should be used in conjunction with the spreadsheet to determine prior activity/actions taken on an order prior to taking further action.

Slide 26: Helpful Hints (Authorization Fail) Status?? FR US = United States FR = France

Slide 27: Helpful Hints (Authorization Fail) FR

Slide 28: Helpful Hints (Authorization Fail) Healthy Order Authorization Rejected Note: Once the authorization has failed the order cannot be processed. If the order is needed a new order must be entered.

Slide 29: Helpful Hints (Cybersource) Merchant ID = flowerfarm User Name = ffcsr Password = Same as ProFlowers (today-ask a supervisor)

Slide 30: Helpful Hints Delivery Methods •Great Britain/Switzerland – Postal. No tracking available if not delivered request replacement •Canada, France, Mexico – Courier companies. •Others – Many (planes, trains, automobiles, bicycles, boats, canoes, and any other you can think of). Order Changes •Cannot change directly on the order less than 3 days before ship date. •Use FC email less than 3 days before ship and state “will be mailed” if not released yet. •Cannot be changed on or after ship date (feel free to beg the FC).

Slide 31: Helpful Hints Order Changes

Slide 32: Helpful Hints Tracking • Do not request delivery information from: – Great Britain/Switzerland – Postal delivery. – Canada/Mexico/France (if tracking starts with “BQ”) – Courier services (FedEdx, Estefeta, Chronopost) • Complete request in communications area of order and ask for date/time/signer (you probably will not get it all but take what you can get). • Request should take 24 - 48 business hours. Be sure to note if this is a second/third/etc request in the request and in the “Subject:” line. • Reasons for non-delivery/late delivery: – Customer did not read emails (we send mails when authorization fails, known delivery delays such as weather, famine, war). – Invalid address/phone. In many countries a delivery person cannot attempt a delivery without phoning ahead. This is also a post 9/11 precaution in many places. – Attempt to deliver to an undeliverable location – Military base, P.O. box, no physical street (do not accept “they do not have street addresses”). – Courier service in that country doers not have service to that area (ex. In Bejing there are areas of the city our courier cannot go to because of the sheer size of the city).

Slide 33: Helpful Hints Fulfillment Center Communications • Recognition – – Content – “delivery was made on” ,”we have substituted”, “invalid address/phone”, etc. – Subject Line – “[Order# 119340 PO# 406404]” • What to do: – Delivery Delays (more than 2 business days after requested delivery date) – Refund shipping ($9.59). – Notify the customer include refunding information. – Say “thank you” to the fulfillment center (minimum). – DO NOT delete ANY email from the fulfillment center even if a duplicate. If there is no need for discussion simply say “Thank you”. – Invalid address – allow customer 4 days to notify us. Tell FC to cancel in 5 days (we allow 1 day for us to forward the information to the FC). – Immediate cancel & refund – illegal address (P.O. Box, Military). • Remember – Fulfillment centers are our business partners.

Slide 34: Fulfillment Center Communications Some Special Emails China – Status •Receipt (No need for action) •Problem (Email customer) •Delivery (No need for action-unless inquiry on spreadsheet)

Slide 35: Fulfillment Center Communications Some Special Emails Just Say “Thanks you”

Slide 36: Then End (Have Fun!!)