You have been handling lots of orders on a daily basis and doing an excellent job. However, sometimes things just don’t go to plan: the delivery is late; the customer does not respond and refuses to pay. The key is to respond appropriately in time. Sometimes the situation goes out of hand, thus threatening the order fulfilment. What should you do? 

The customer or the recipient are not responding

The customer is not responding, and there's a surcharge to be collected or details to be clarified

  1. We kindly request you to contact customers via chat: please open the order dialogue and ask the customer a question about their order. Customers always receive notifications but may fail to respond immediately because they are busy. If it has been an hour or more and nothing has changed, please call them. We do not recommend bombarding customers with frequent calls as this may adversely affect customer experience.

❌ Do not issue surcharge invoices without prior approval.

❌ Do not dispatch orders for delivery until the surcharge invoice has been paid.

❌ Do not spam customers with messages or calls.

The recipient is not responding

  1. Inform the customer about the situation via chat.
  2. Ask the customer to provide additional contact details.

(!) If they are not responding either via chat or by phone, please contact the Flowwow Support: we may have the customer's email address as an additional communication channel. 

Unexpected payments and return

The customer has refused to pay a surcharge invoice for delivery

◾Situation: the address is incorrectly specified

  1. Inform the customer that there’s an address identification error.
  2. Change the address to the correct one—it’s best to seek assistance from Support.
  3. A surcharge invoice for delivery will be issued automatically if required.

  ◾Situation: the customer did not specify an address and chose the option "To be arranged with the recipient"

(!) When this option is selected, the recipient receives a text message asking them to specify the delivery date, time, and address.

  1. Arrange the delivery address if it has not been specified.
  2. Add the delivery address to the order.
  3. A surcharge invoice will be issued automatically. Wait for the surcharge invoice to be paid and then dispatch the order for delivery.The customer wants to add another item from your catalogue to their order

The customer wants to add another item from your catalogue to their order

  1. Issue a surcharge invoice for an amount equal to the item price.
  2. Specify the item name / SKU in the comments field for the order.

The customer wants to remove some items from their order

  1. Deliver the order without the items that the customer decided not to buy.
  2. Then use the Support chat and specify the order number, refund amount, and reason ("At the customer’s request").

Problems with delivery

Incorrect address specified in the order

  1. Arrange the correct address.
  2. Edit the address in the order.
  3. If the delivery fee differs, see "Unexpected payments and returns".

The recipient is at a different address; the order status is "Courier on their way"

  1. Instruct the courier to return to your shop.
  2. Arrange the correct address.
  3. Request the customer to approve a surcharge for redelivery.
  4. Contact Support to issue a surcharge invoice.
  5. Once the surcharge invoice is paid, dispatch the order for delivery.

The courier arrived at the address, but there was no one to accept the order

  1. Ask the customer to provide additional contact details, get in touch with the recipient, and deliver the gift.
  2. If the customer is not present at the time of delivery, you can hand over the order to a third party (strictly subject to prior approval by the recipient / sender). Then make sure to use the order chat to provide information regarding the person who picked up the gift (concierge / security guard / relative). 

(!) We do not recommend handing over gifts to neighbours or strangers or leaving them at the door. It is better to arrange a redelivery and hand-deliver the order to the recipient. 

(!) The courier’s wait time should not exceed 15 minutes. A longer wait is acceptable if you are in touch with the recipient and they are arriving shortly. If no one gets in touch with you within the specified time, the courier is required to deliver the order back to your shop. To learn more about arranging redelivery, see "The recipient is at a different address".

The recipient refuses to accept the gift

  1. Return the order to your shop.
  2. Inform the customer about the recipient’s refusal and offer delivery to another recipient or issue a refund less the delivery fee. 

A problem with order handling

Force majeure circumstances arising with the shop

  1. Open the Flowwow Seller app, go to the "Orders" section and hide your shop.
  2. Deliver the orders you have already accepted.
  3. Use the order chat to contact the customer and request the delivery to be rescheduled or the order to be cancelled. For details about order cancellation, please refer to clause 6.5.

Force majeure circumstances are unpredictable circumstances or an act of God that jeopardised shop operations and order fulfilment. For example, sudden illnesses, natural disasters. 

The order status has been changed to "Completed", but the order has not yet been delivered

  1. Use the order chat to inform the customer about the current status (we recommend immediately apologising for the inconvenience).
  2. Dispatch the order for delivery.
  3. Use the order chat to inform the customer that the courier is out for delivery.

(!) If you require any information regarding an order, please contact the Flowwow Support via chat, and we will provide you with the details.

The customer asked to make changes to their order, which require a surcharge to be collected

All shops can issue surcharge invoices to customers. A surcharge invoice may cover extra flowers added to a bouquet, a box of chocolates added to the order, custom wrapping for items. Apart from that, a surcharge may be required to cover additional delivery fees (for example, if the recipient was not present and you had to schedule a redelivery or if the actual delivery address turned out to be farther than initially specified in the order).

All surcharges are subject to prior approval by the customer and must be collected strictly using your shop’s account on Flowwow. Surcharge invoices can be issued by employees assigned as Director and Manager. To issue a surcharge invoice, open the order and press the credit card-shaped icon "Surcharge invoice". This option is available both in the mobile app and in your web personal area. It is prohibited to accept surcharge payments to personal accounts or bank cards of shop employees or those of third parties.

There’s a solution to any challenging situation. The key point is to keep calm and quickly respond to problems as they arise. Remember that you have all the necessary resources to fulfil orders and you can rely on our Support.