Order Cancellation Types #
Cancellations may happen due to issues with the delivery or product. Here are examples of the types of situations that may result in a cancellation, and how we handle them.
| Type | Reason | Description |
| Delivery Issue | Not Received | Order is delivered to an address other than the one stated on the order, or not delivered at all. |
| Delivery Issue | Early Delivery | Order is delivered earlier than the specified delivery date or delivery time window (DTW). |
| Delivery Issue | Late Delivery | Order is delivered after the cutoff time (for example, 7PM for residences, 5PM for businesses), the specified delivery time window (DTW), or the specified delivery date. |
| Wrong Delivery | Delivered Wrong/Incorrectly | Wrong product is delivered and/or there are missing items. |
| Quality | Product Quality | Product did not meet customer expectations. Common reasons include product damage (e.g., broken stems, crushed blooms), flower quality (e.g. flowers appear wilted, old, or dehydrated), and incorrect substitutions. |
Tips to Avoid Cancellations #
- Submit Delivery Notifications in Real Time: Always check the delivery window and submit Delivery Confirmations (DLCs) or Attempts (DLAs) in real time. For 1-800-Flowers.com orders, submitting a delivery notification triggers immediate communication to the customer about their order via email and/or text. This means that submitting notifications before the delivery has been completed or waiting until later in the day can cause customer confusion and unnecessary cancellations.
- Submit Photo Proof: Submit valid, real-time delivery photo proof of delivery (POD) that clearly shows the order was delivered to the correct address.
- Keep Recipes Up to Date: Review the latest Design Resource Guide (DRG) in the Utilities section of BloomLink for up-to-date product details and substitution guidelines.
Real-time delivery confirmations with valid photo proof (POD) significantly reduce customer service issues and cancellations. We offer tools to streamline this process, including the Route4Me app and Bloomnet Delivery Service for Bloomnet Management System (BMS) users, and the Bloomnet Driver App for those shops using other POS systems. Confirmations and photos are also accepted via Hana POS and MAS.
How to deny a cancellation #
If you believe an order was canceled in error, please submit a “Deny” message through
BloomLink within 7 days of the cancellation.
