Operations

Notes:
We have to confirm if our courier service can do flowers
We have to know if we can do same-day delivery with partner shops
Payment arrangement with partner shop
Payment arrangement with courier service

A. Customer browses facebook page or website

B. Customer calls in to order
C. Floweroo takes in the order with the following details:
a. Arrangement
b. Sender name/phone number
c. Recipient’s name/address/phone number
d. Card message
e. Delivery date and time range
f. Additional delivery instructions
g. Final price
D. Floweroo advises customer of disclaimers about the delivery of flowers (to set our
customer’s expectations of the delivery)
a. Flowers being delivered to a building may be left and delivered to the lobby
b. No specific time, only time range.
c. Deliveries to a home or a building without noone to receive may be taken back to
the shop or left with a note on a case to case basis
i. In case of scenario C, we will not have liability as we have tried to deliver
it with the address and time frame given in good faith.
ii. For flowers taken back, customer will be charged additional delivery
charges for re-delivery.
E. If customer confirms and agrees proceed to step F, if not order is cancelled.
F. Floweroo confirms the order and advises the customer of modes of payment
a. Pera padala
b. Bank transfer
c. PayMaya
d. Credit card/Shopify
G. Customer is advised that only once the proof of payment is received that the order will
be “in process” to be delivered
a. For pera padala, picture of receipt from the courier service with the correct
address via messenger or email.
b. For bank trasfer/paymaya/CC, once money has been deposited and confirmed
H. Has payment been confirmed? If yes proceed to step I, if not do the following
a. Wait for customer to confirm with his given time
b. Follow-up with customer via SMS or messenger with regard to the payment.
c. No payment, no delivery.
I. Floweroo advises customer is “in process” to be delivered and will receive a phone call if
problems occur or if delivery has been confirmed
J. Floweroo calls partner shops with the following details:
a. Arrangement
b. Card message
c. Time (they need to do it 30mins - 1hour before pickup)
K. If partner shop has no problem, proceed with step L. If problems occur with the
availability of flowers/designer or any other problems do the following:
a. customer is advised of changes that may be made with time/arrangement.
i. If customer doesn’t agree, full refund is offered or a delivery with free
upgrade
L. Courier service is called and setup for time of pickup and delivery instructions
M. If no problems with delivery and recipient receives it personally, proceed to step N, if not
do the following:
a. If building won’t let delivery to the unit, advise both recipient and sender of where
it was left and who signed for it
b. If no one is to sign for it, call recipient to receive it in 15minutes
i. If not possible, take flowers back to shop of leave it at a discrete place
with sender’s approval
N. Floweroo confirms order with sender via email/messenger/SMS or a phone call