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Welcome International 101   (FlowerFarm.com)
International  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Unrestricted Order Inquiry Order Tracking (Canada, France & Mexico only) Restricted Order Inquiry & Administration International Main ERC Page 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.
Unrestricted Order Inquiry Click “ORDER/RECIPIENT LOOKUP” ,[object Object],[object Object],[object Object],[object Object],Unrestricted Order Inquiry  (turquoise screen)
Unrestricted Order Inquiry  (turquoise screen) Order Number Search Results Order # entered in search box
Unrestricted Order Inquiry  (turquoise screen) Elements Of Order Page Page Heading Sender Information Recipient Information Product Ordered  Processing/Shipping Information
Unrestricted Order Inquiry  (turquoise screen) Special Attention Items Processing/Shipping Information ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],FC = fulfillment center
Unrestricted Order Inquiry  (turquoise screen) Name/Telephone Number Search Results
Order Tracking   International ERC Page ,[object Object],[object Object],[object Object]
Restricted Order Inquiry & Administration Restricted Order Inquiry & Administration Click “Customer Service Admin”
Restricted Order Inquiry & Administration (Account Administration – Inquiry)
Restricted Order Inquiry & Administration (Account Administration – Change) Click to cancel or save changes
Restricted Order Inquiry & Administration (Order Administration - Order)
Restricted Order Inquiry & Administration   (Order Administration - Order) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Restricted Order Inquiry & Administration   (Order Administration - Order) ,[object Object],[object Object],[object Object],[object Object],[object Object]
Restricted Order Inquiry & Administration   (Order Administration - Communications) Click link to activate communications
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.
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
International Spreadsheet C SR Tab ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
International Spreadsheet FC Tab ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Procedures   (Fulfillment Center Communications) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Procedures   ( Refund/Replacement Procedures ) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Procedures   ( Refund/Replacement Procedures ) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Procedures   ( Refund/Replacement Procedures ) ,[object Object],[object Object],[object Object],[object Object]
Procedures   ( Spreadsheet Documentation) ,[object Object],[object Object],[object Object],[object Object]
Helpful Hints (Authorization Fail) Status?? FR US = United States  FR = France
Helpful Hints (Authorization Fail) FR
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.
Helpful Hints (Cybersource) Merchant ID = flowerfarm User Name = ffcsr Password = Same as ProFlowers (today-ask a supervisor)
Helpful Hints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Helpful Hints Order Changes
Helpful Hints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Helpful Hints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Fulfillment Center Communications Some Special Emails ,[object Object],[object Object],[object Object],[object Object]
Fulfillment Center Communications Some Special Emails Just Say “Thanks you”
Then End (Have Fun!!)

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International

  • 1. Welcome International 101 (FlowerFarm.com)
  • 2.
  • 3. Unrestricted Order Inquiry Order Tracking (Canada, France & Mexico only) Restricted Order Inquiry & Administration International Main ERC Page 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.
  • 4.
  • 5. Unrestricted Order Inquiry (turquoise screen) Order Number Search Results Order # entered in search box
  • 6. Unrestricted Order Inquiry (turquoise screen) Elements Of Order Page Page Heading Sender Information Recipient Information Product Ordered Processing/Shipping Information
  • 7.
  • 8. Unrestricted Order Inquiry (turquoise screen) Name/Telephone Number Search Results
  • 9.
  • 10. Restricted Order Inquiry & Administration Restricted Order Inquiry & Administration Click “Customer Service Admin”
  • 11. Restricted Order Inquiry & Administration (Account Administration – Inquiry)
  • 12. Restricted Order Inquiry & Administration (Account Administration – Change) Click to cancel or save changes
  • 13. Restricted Order Inquiry & Administration (Order Administration - Order)
  • 14.
  • 15.
  • 16. Restricted Order Inquiry & Administration (Order Administration - Communications) Click link to activate communications
  • 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.
  • 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
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26. Helpful Hints (Authorization Fail) Status?? FR US = United States FR = France
  • 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.
  • 29. Helpful Hints (Cybersource) Merchant ID = flowerfarm User Name = ffcsr Password = Same as ProFlowers (today-ask a supervisor)
  • 30.
  • 32.
  • 33.
  • 34.
  • 35. Fulfillment Center Communications Some Special Emails Just Say “Thanks you”
  • 36. Then End (Have Fun!!)