As we head into the peak days of Valentine's Day, it's important to know that we will be changing how we operate, to reduce customer frustration or disappointment as much as possible. Below, we have set out the checks we will be using to chase orders on the 13th and 14th of February. If you adhere to the schedule and update your orders in floomx correctly, we are less likely to call you, leaving you to get on with preparing and delivering your amazing creations.
These checks help keep cancellations low, review ratings high, and reduce check-in calls, allowing you to focus on creating and delivering beautiful arrangements! After Mother’s Day - we’ll be moving back to the simplified version of these checks - this just includes, unread orders and the end-of-day delivery checks!
9 am
All pre-orders should be Read.
- If you have any orders (received before 5pm the day before) that are unread, you’ll receive a nudge via Email and SMS.
- At 9:30am, if you still have unread pre-orders your same-day delivery will be paused.
10 am
All orders (placed before) 8am should be Read.
- If you have any orders (received before 8am on the day) that are unread, you’ll receive a nudge via Email and SMS.
- At 10:30am, if you still have unread orders your same-day delivery will be paused.
2 pm
Most orders should be On the way.
- We’ll check the percentage of todays orders (excluding any received in the last 2 hours) that are at least marked as ‘On the way’
- At 2:30pm, if less than 50% of your orders are ‘On the way’ or 'Delivered', your same-day delivery will be paused.
4 pm
Most orders should be Delivered.
- We’ll check the percentage of todays orders, due for delivery by 6pm, that have a status of ‘Delivered’.
- At 4:30pm, If less than 25% of your orders are 'Delivered', your same-day delivery will be paused.
- At 5pm, if things remain the same, we’ll call you to chase.
From 6pm
Everything should be Delivered.
- We'll check if all of your orders have been marked as delivered. This check will start at various times depending on your same-day cut-off.
- 30 minutes after your “deliver by” time - we will send you a notification reminding you that any orders not marked as delivered by 10am the following day are at risk of being refunded.