You must move your orders through the stages below to best communicate with, the customer, the Floom support team and your internal operations team.
We have 6 order statuses:
Anything marked as prepared will not be altered if a customer calls our support team
- With Florist - every order comes in as with the florist
- Prepared - when you have made the arrangement
- On the way - once the order has left your shop
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Delivered - once you've delivered the order (to the recipient or instructed "what to do if nobody's home" instructions.
- This status triggers an automated email to the customer to let them know it arrived!
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Failed delivery - For example, you've arrived at the address and it's a building site!
- 💡 Remember to inform the Floom support team what went wrong, they will then organise the redelivery with the customer and update you with a new address!
- Cancelled - please avoid this status, let our customer service team know if you need to cancel an order and why. We will try to find a solution before cancelling
✏️ Don't forget...
- The customer can view the status of their order on their Floom.com account.
- Your contact details are included in the customer’s order confirmation email, so they can easily get in touch for any delivery updates.
By using the statuses, you'll keep the customer updated. This increases customer satisfaction. In turn, leading to an increased chance of a good review. Good reviews generate a higher star rating.
👀 A good ✩ rating increases conversion rates!
It's that simple, keeping on top of your order statuses will generate more orders!
📸 Our creative team has put together this helpful "How to" video to help you...
If you experience difficulties with an order or need to cancel ahead of preparation, please notify the customer support team (support@floom.com) to ensure the refund is fully processed. If the order is from your website, you will need to complete the refund yourself through stripe.