We've made changes to today’s orders view on FloomX to prevent interrupting you with phone calls and help you focus on creating arrangements. We'll have several order status checks throughout the day, shown with a traffic light system to make it easy to see how you’re doing. If all checks are green, you won't hear from us. If they're not, we'll remind you via text and/or email and give you 30 minutes to update the statuses. If we don’t see a change, your same-day orders will be paused. These changes should keep cancellations low, ratings high, and reduce check-in calls.
In this article we will cover:
- The lights explained 🚦- How to understand the traffic light system
- The checks explained ⏰ - How to understand which notifications you'll receive and when as well as when you may be paused.
- Our cancellation policy
The lights explained 🚦
- Green represents a healthy and satisfactory status, usually meaning that the majority of orders are delivered or on track to arrive on time!
- Orange represents a warning or cautionary status, indicating that some orders may be behind schedule or at risk of falling behind.
- Red represents a critical or problematic status, meaning that a significant number of orders are significantly behind schedule or at risk of not being completed on time.
- Grey represents an upcoming check. It'll display as a colour one hour before the check is made. .e.g On the way, will change from grey to green, at 1pm
The checks explained ⏰
All checks apply to orders being delivered on the current day.
Read (Pre-orders) @9am
All pre-orders should be read (orders received before 5pm the day before delivery)
- At 9am - If you have any unread pre-orders, you’ll receive a nudge via Email.
- At 9:30am - If you still have unread pre-orders, your same-day orders will be paused.
- At 10:00am - If we're concerned that your orders are not being read, we’ll try to contact you over the phone - if it's not possible to reach you we’ll assume you cannot fulfill the orders and try to find an alternative florist to fulfill them.
Read (All orders) @10am
All orders should be read (orders received before 8am)
- At 10am - If you have any unread orders, you’ll receive a nudge via Email.
- At 10:30am - If you still have unread orders, your same-day orders will be paused.
- At 11:00am - If we're concerned that your orders are not being read, we’ll try to contact you over the phone - if it's not possible to reach you we’ll assume you cannot fulfill the orders and try to find an alternative florist to fulfill them.
On the way @2pm
Most orders should be On the way
We won't contact you but at 2pm we'd expect 75% of your orders marked as ‘On the way’ or 'Delivered'.
Delivered @4pm
Most orders should be Delivered
We won't contact you but at 4pm we'd expect 50% of your orders marked as ‘’Delivered'.
Cancellations
We understand that things don't always go as planned. Therefore, if you need to cancel an order, please let us know as soon as possible.
As a growing marketplace in a tough economy, every customer counts right now. If we receive notice of cancellation less than 6 hours before delivery, we remind you that we reserve the right to charge a penalty as per our terms and conditions.