The Order Help button found on each of your orders is an easy way to notify our Customer Support team of any changes to an order. To protect you and your business against refunds or penalties, let us know about any issues you might face with an order.
What can the order help button be used for?
You can use our new order help button for all of the below, each bullet point links to our help-centre articles around the specific issue.
- Order Cancellations
- Providing proof of delivery
- Substitutions request
- Notifying Floom of failed deliveries
How to use the order help button
1. Open up the full order and scroll down to click on 'Order help'.
2. Select the reason for your request.
Substitutions
Fill out the form to let our team know of the substitution you need to make, and what exactly will be substituted. This will be sent to our team who will inform the customer, without the need for you to contact us by phone to confirm the changes.
Proof of delivery
To protect you and your business it’s imperative you collect POD (proof of delivery). Last year we experienced a large number of “missing delivery” complaints which were not supported with clear POD from our partners. If you provide Floom with a valid POD within 48 hours of Floom requesting it, we will not hold your business responsible for any refund request by the customer.
You can proactively upload your proof of delivery photos for a delivered product using the order help function, as seen below:
Cancellations
You should always inform Floom as soon as possible if you need to cancel an order! This is now easier than ever via the order help button, located on the bottom of each order!
As a growing marketplace, we value every customer, and timely notice of any changes is crucial. Therefore, please note that if we receive notice of cancellation less than 6 hours before delivery, we reserve the right to charge a cancellation penalty. To avoid this, we highly recommend managing your stock and holiday settings daily.