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Username: Pamela.Gallego
Password: Inspiro@2021

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Inspiro@2021

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CITRIX
spi-pgall
Inspiro@2022

TOVUTI
ins-pamelagallego@18f.agent
Inspiro@2021

ATLAS
10181
Inspiro2022

MYHR
2021022689
Inspiro@2021

GENESYS
u10181@spi.agent
Welcome123

To get started with your order, may I have your

1. First and Last name:

2. Occassion [EMPATHY]:

3. Phone no.:

4. Recipients first and last name:

5. How about the Zipcode (Address):

6. Location Type (Are we going to send it to residence or ):

7. Product/ F11 or offer WOW Product:

8. Card message:

9. Add ons (if floral):

10. Would you like this to have it deliver tomorrow?:

11. Let me give you a heads up, your total cost is_including:

12. Offer passport:

13. Credit card no:

14. exp date:

15. can you verify to me the name that is on the credit card?:

16. alternate phone number:

17. Email:

18. Thank you for the information, before I end up this call,
would you mind if I ask if you still have any other
recipient or for upcoming occassion?
(NO) I can offer you 10% discount if you order today.

19. wrap-up (can I authorize now and complete your order?):

Is there anything else that i can assist you with?

20. I hope you are extremely satisfied with the service I have
provide, again I am Pam,
Have a great day!

CANCEL RESOLUTION/BILLING DISCREPANCY

-Reason
-route to another recip
-any upcoming occasions

product not available/FLE

ORDER REJECTED/FQ/MON RELATED CONCERN

CO- CARE OF = REPLACEMENT

(Recipient Refused/Funeral)
-change add
-phone no.
-delivery date

DLCF- ALREADY DELIVERED

DLCA- DELIVERY ATTEMPTED
DLCE- DELIVERED CONFIRMED BY VENDOR
DLOU-READY FOR DELIVER/PREPARING FOR DELIVERY FOT TODAY
ORDR- ORDER CONFIRM

RADIO OFFER
- OFFER 2dozen red roses $29.99 before $39.99

QUALITY ISSUE - CALL CX ANF INFORM WE WILL PICK UP

THE FLOWER THAT HAS ISSUE AND REDELIVER NEW ONE

F2 , F4 = PARA LUMAWAK OR MAEXPAND

with attachement with Tl's ID

-duplicataed email
-bounce back email
-forwarding email to another department
-disconnecting emails such as spam and
promotion email

7.
-Action
-FLE (tapunan ng mga orders na walang florists)
-Floral
-Flowers
-Preferred - no servicing city, state
-find other shop or florists through WIR
-review order it can be in atlas or csi
-order notes, history
-go to action - his
-look at 3, colors at the bottom part
(green and red)
-left = wir status (status ng order sa florist)
-middle = credit card status (good to go if green)
-right = order statur (updated = waiting to be
resolved if green or deleted if red)
-Where to look at available shop
-Action
-Search WIR
-may makikitang pangalan ng shop if meron
-- select florist - others
- resent - res

-If wala
-check VWIR (view florist look up)
-(di pwedeng magtransmit using VWIR)
-call them using genesys
-talk to florist (dapat may wire service
and B)
-ask if they can deliver the order
(banggitin lang info na kelangan ng florist)
 *IF KAYA
-WE NEED TO PROCESS (2960)

-If di tinaggap ng WIR/VWIR

-Look at website (Locatemyflorist.com/finaflorist.com)
-action - surrounding zipcode (szp)
-select nearest location
-select - if meron you can call them
(pinaghalong wir/vwir)
tatawagan muna bago itransmit kapag pumayag ang florist

-paste the zipcode of client to the website

makikita ang name ng florist and phone no.
-pagnakausap na sila, ask them if kaya
magdeliver sa are
-after that itransmit na by GIVING THE
INFO over the phone

-next is process the manual payment to florist

-Action click (FIL) Fill florist
-fill up info
(WIR SERVICE) = ask florist (bmt,ffx, etc.)
-press yes - the payment will appear
through cheque
(Wire Service will turn into green)

-IF WALA TALAGA

-Use 3GP (Vendor item)
-offer comparable vendor item
-if ayaw talaga (offer compensation)
-$20 savings pass and proceed with
vendor item

If pumayag vendor item

-process replacement
-csi
-outplacement - mon
-yes to proceed
-CSI type
then click replace order

-WE NEED TO PROCESS DUMMY FIL TO

REMOVE FROM THE QUEUE
-ACTION
-FIL
-DUMMY
-COPY PRICE
-FFX OT ETC
-BILLING
-YES

-IF PAST DATED

-Offer customer vendor item
-then process dummy

AUTO FLIP (Replace to comparable vendor item

then process Dummy fil)
8. FSS (FLORIST SAME, SAME)
-action type FSS
-naplace na multiple orders to one recipient
-waiting for more orders-wag gagalawin
-flowers
-send outgoing
-wir
-shop na common sa orders
-transmit sa florist para mapunta ang
orders sa iisang shop.
(bawal may maiba)(iisang shop lang)

-IF WALANG FLORIST NA MAHANAP

-OFFER VENDOR ITEM
-IREPLACE ISA ISA

DUMMY FILL

ORDER NOTE TO FSS

-GO TO ORDER
-WORKING ON FSS. FOUND AVAILABLE SHOP
(NAME OF THE SHOP) TRANSMIT ORDER. SENT
OUTGOING

9. CCE (CREDIT CARD EXCEPTION)

(ISSUE SA CREDIT CARD)
-ACTION - CCE
-GET NEW CREDIT CARD INFO FROM CX
-create csi for cancel if binigay info
outplacement
-declined credit card
-duplicate order
-action - CAN
-order notes

WORKING ON CCE. CREDIT CARD STATUS

DECLINED. CALLED CUSTOMER AND CUSTOMER
PROVIDED NEW CREDIT CARD. CREATE CSI.
PROCESSED DUPLICATE...

10. SVR ()
-Replacement processed
-ivavalidate lang kung valid or not
-action - svr
-order history
-copy original order no.
(order replaced to #)
-open another atlas
-action- resent (if valid)
-if not valid (HOLD ORDER) (cancel order)

ORDER NOTES.
WORKING ON SVR QUEUE. UPON CHECKING
 PREVIOUS AGENT PROCESSED REPLACEMENT
SINCE THE ORDER WAS NOT DELIVERED. AGENT
PROCESSED TWO REPLACEMENT 2234564 AND
2454656. ORDER 2454656 CURRENTLY ACTIVE
TO VENDOR. THIS IS INVALID REPLACEMENT
CANCEL ORDER

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.

- We appreciate your understanding and apologize for

any inconvenience this has caused.

****
Please allow me to reach out the recipient to
apologize for this inconvinience as soon as the
time permit

Have I address and resolve all your concerns?

*********

CMON
working on cmon// working on del issue fpt//
csi left open because

VM
called customer, routed to voicemail, leaved detailed message// sent message to
shop
TRANSMIT
transmit and resend to the new shop// sent can to the shop// deleting message on
queue with sup id 10831
INTRO
WORKING ON ASK QUEUE// SHOP SENT US MESSAGE STATING THAT
Rej
WORKING ON REJ QUEUE// SHOP SENT US MESSAGE: // look on wir/vwir/szp// found none//
called 3 shops on faf// no shops available
AUTO FLIP
working on rej queue// shop sent us message stating that close for holiday// look
on wir/vwir/szp//found none// called 3 shops on faf// no shops available// called
customer, routed to vm, leaved detailed message// processed replacement, auto
flip// deleting message on queue with sup id
rej price
WORKING ON REJ QUEUE// SHOP SENT US MESSAGE STATING THAT 6 BALLOON ARE 36.00 AND
DEL IS 16.99 TO LANCASTER// LOOK ON WIR/VWIR/SZP// FOUND NONE// MERCH PRICE IS
39.99// CALLED SHOP, SHOP APPROVE TO RESEND THE ORDER FOR PRICE CHANGE// RESENDING
ORDER TO THE SHOP// DELETING MESSAGE ON QUEUE WITH SUP ID 12789

FAF
CAN YOU TAKE ORDERS OVER THE PHONE?
CAN YOU RECEIVE PAYMENT VIA SHOP CODE?
SPOKEN WITH:
SHOP NAME:
SHOPCODE:

you're shop sent us message requesting additional costs

I would like to ask if we approve it, can you still able
to fulfill the arrangement?

BURGER 1
- UPGRADE ARRANGEMENT FOR RECIP - large/ addon

BURGER 2
- FOR CUSTOMER

****************************************
1-800-FLOWERS.COM ORDER NUMBER

Sincerely,

Pamela G.
Sales and Service Specialist
1-800-FLOWERS.COM
custserv@1800flowers.com
*****************************************

***PMALL********************
My apologies as I am not authorized to make any
changes in a Personalization. However, please
allow me to provide you with some information you
will need to contact a specialist who can make
changes to your order.please call: 800-961-4652
between the hours of 8 am and 8 pm, EST to speak
to a Personalization Mall specialist. 

***PASSPORT******************
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”.

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.

***PRE-AUTHORIZATION*************
Im so sorry for the inconvenience, but I am seeing
here in my end that you have only 1 order here.
Regarding the 2nd charge, its just a pending
authorization and it will fall off within 3-5
banking days. We are also experiencing issues with
the website due to many customers placing orders.

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.

PRE-AUTHORIZATION I have verified your account

was only charged one time. What you are viewing
is called a soft charge. A soft charge, also
called an authorization hold, is the practice
within the banking industry of authorizing
electronic transactions done with a debit card
or credit card and holding this balance as
unavailable either until the merchant clears the
transaction (also called settlement), or the
hold "falls off." In the case of debit cards,
authorization holds can fall off the account
(thus rendering the balance available again)
anywhere from 1–5 days after the transaction
date depending on the bank's policy; in the case
of credit cards holds may last as long as
30 days depending on the issuing bank.
*******************************************

279505955

PASSPORT - 141900
10% - RESCUE THE SALE

WOW ITEM/TOP PRODUCTS

1. ultimate elegance long stem red roses

161777 - $159.99-289.99

2. straight from the heart bouquet

95180 - $84.99-154.99

3. Rose elegance premium long stem red roses

161776 - $79.99-114.99

4. always on my mind flower bouquet

167398 - $64.99-99.99

5. fields of europe
148245 - $54.99-84.99
6. 18 STEM enchanted rose medley
104403 - VENDOR - 10% DISCOUNTED
$49.99-133.99

167891M - floral embrace

176862 - mylar

104403 2/14 vendor - discount

2/15

167891M
90925m
91789
91739

2/14

174599 XL 192731
192214 192552
95180 192810M 2/16
148245 193064M 2/15
167891M 192915M 2/15

due to high volume of demand

most arrangement are not available for feb 14
and most florist have reached maximum no. of orders

I am calling to personally apologize for what happen

george called us and states that the order you received
is only a balloon where it supposed to be with
birthday wishes flower cake and a fruit bouquet
again we're sorry for this inconvinience
and will do our very best to make this right.
again we apologize for that inconvinience
also, i would like to inform you that we will
be redelivering the arrangement tomorrow at no
additional cost just to show how much we care.

I am transferring the call to the billing

department as they are authorized and expert
in this type of issue
888-222-0405