Delayed Response Program Question

[VJD]

This happened BEFORE the June 1st start date of the FTD Delayed Response Program - but had it been wired out via Merc after June 1st, how would I handle the following?

We wired out an order for Mother's Day. The sender called us this weekend and mentioned that the recipient never got the flowers.

We sent an "ask" to the filling florist, asking them to send us delivery confirmation. They answered by saying - "We never got the order - send us a cancel".

We have the order verification, sequence number, etc - so we know the order was SENT.... seems like it either got stuck in their system, didn't print, or just got lost.

SO - this order was not filled, and not rejected in a timely manner - over 24 hours past the delivery date, so the "fine" would be 2 x the value of the order.

But will this turn into a "he said" - "she said"?

They never sent a REJECT - they want us to send a CANCEL.

In reality - they could refuse to send a reject, and save themselves from being fined. They could swear up & down that the flowers DID get delivered!

Now what?

Valerie

 

[LJVF]

First off every florist should keep a sequence log sheet. It is the filling florists responsibility to realize the orders are out of sequence and perform a RETrieval.

As far as the florist refusing to reject, I would have FTD arbitrate the situation.

 

[bloomz]

First off every florist should keep a sequence log sheet. It is the filling florists responsibility to realize the orders are out of sequence and perform a RETrieval.

As far as the florist refusing to reject, I would have FTD arbitrate the situation.

It is, but who does it? I don't. Does anyone?

Valerie - I'm fairly sure about this - when the statement has closed for the month, Cans and Rejects from the previous month are dead in the water - don't count. So you get a DEN on a CAN, and it stands until next statement opens.

I have one for MD, sender and recipient both know it wasn't delivered, I've personally verified it - I sent a CAN and the DENied it with the claim it was delivered on time.

This one is sitting on my desk right now waiting for the 1st to file an ADJ on it. In the morning I do it, as I have already sent a replacement ($110) out of my own pocket. Now I wish it would have happened this month instead of last.

I'm wondering how this new rule will apply to plain old simple non-deliveries like this.

Now I think I am answering a different question than you asked.

I think the answer is you have to still send a CAN and be sure to word it in the CAN that it wasn't delivered by the filling date, and my *guess* is you get the money.

Then if they DEN it, you ADJ it.



or something like that - hey my head is ringing from loud Rock and Roll (Rush) and I'm going to bed.

Good night

 

[leah]

First off every florist should keep a sequence log sheet. It is the filling florists responsibility to realize the orders are out of sequence and perform a RETrieval.

We do and have for years. I couldn't even begin to count the times we have caught a missing order that way. We created our own log form - it makes it much easier to find an order when all you have to do is scan the log. Especially when a customer calls and says I'm at work today and I want to send ____ flowers but I don't have their address. I did send them flowers 3 months ago, can you look it up?

When we start a new month's log - we check the last sequence and post the next number on the new sheet to insure we won't miss a number and not realize it.

Leah

 

[BOSS]

It is, but who does it? I don't. Does anyone?

Nope I don't either, have had a missing orders since I switched technologies.

 

[lori042499]

I have not kept logs since the days of printers with no buffers....Remeber the days of dot matrix with 5 orders all printed on one line.....

 

[LJVF]

It is, but who does it? I don't. Does anyone?

C'mon Bloomz, you know what I mean. Some of us are behind in technology. :ryan:

I think the answer is you have to still send a CAN and be sure to word it in the CAN that it wasn't delivered by the filling date, and my *guess* is you get the money.

I'm sure your guess is right, but I'm not sure it's as easy as explaining in a CAN. I think, at least in the beginning, it's best to check for sure. The only time a CAN is mentioned in the rules is about not the relay fee charge and the hospital rule.