Billing
Cancel & URL Transfer Request Tracking
Track and manage cancel site requests and URL transfer requests received from Customer Advocacy, including assignment, escalation, tracking, and weekly
Process Overview
Customer Advocacy Request Received
↓
Standard Shop?
↓ Yes ↓ No (DOMS/National/Presidential)
Assign to Review Order Volume
Diane or Shelli and Escalation Criteria
↓
Update Tracker
↓
Weekly Follow-Up Process
↓
Manager Escalation (if applicable)Step 1: Review Incoming Request
When a cancel-site-only request or URL transfer request is received from Customer Advocacy:
Assign the Request
Assign the request to:
- Diane Lagerstedt, or
- Shelli Sheppler
Select the person with the fewest assigned shops.
Update Tracking Information
Record the following:
- Shop contact name
- Whether the shop is on a Save Offer
- Details of any Save Offers currently in place
📷 Image Placement: Tracker Assignment Example
Step 2: Determine if Escalation is Required
Escalate When ALL of the Following Are True
The shop is:
- A DOMS shop
- Received more than 400 orders last year
OR
The shop is:
- A National Shop
- A Presidential Shop
Step 3: Escalation Process
Assignment Rules
Shop Type | Assign To |
DOMS | RVP |
National | Casey Pickney |
Presidential | Casey Pickney |
Update Tracker Notes
Add the following information:
Shop Contact
- Shop contact name
Saves Information
- Current Saves offer
- Any special deal offer
Order Metrics
- Number of eFlorist orders received last year
- Value of eFlorist orders received last year
- Year-to-date order count
- Year-to-date order value
Communication Tracking
Document that a heads-up email is being sent.
📷 Image Placement: Tracker Notes Example
Send Escalation Email
DOMS Shops
Send email to:
- RVP
- TSM
National / Presidential Shops
Send email to:
- Casey Pickney
- RVP
- TSM
Include in the Email
- Notes from Saves Tracking
- Screenshot of Outlaw Lawson CT15
- Customer Information section visible in screenshot
📷 Image Placement: CT15 Screenshot Example
Weekly Tuesday Audit Process
Perform this process every Tuesday.
Open the Saves Tracking Report
Open: TSM Saves Tracking Report
Refresh the Report
Select:
- Refresh All
Validate Save Tracking Data
Verify that:
✅ Shops listed on the Saves List tab match the Saves Tracker
✅ Shops with email notifications sent match the number of shops marked:
- Pending Initial TSM Consult
- Pending TSM Save Attempt
📷 Image Placement: Saves List Validation Example
Send Follow-Up Emails
Generate Email Notifications
- Click the Send Emails button in the gray toolbar area.
- Allow the report to generate all required emails.
Before Sending
Verify that:
- The TSM is not listed twice.
- The RVP is not listed twice.
- No recipient is listed as both TO and CC.
📷 Image Placement: Send Emails Button
Follow-Up Escalation Rules
Email Subject Contains Notice #2
✅ Send the email.
Email Subject Contains Notice #3 or Higher
✅ Send the email.
✅ Include the shop in the management summary email.
Management Summary Email
Send Summary To:
- Teresa Sufczynski
- Michael Tetzlaff
Include
Overview
- Number of follow-up emails sent
- Number of requests more than two weeks old
- Number of shops exceeding escalation thresholds
Individual Shop Details
For each qualifying shop include:
- Shop code
- Shop name
- Shop contacts
- Age of request
- Cancellation reason
- Previous communication history
📷 Image Placement: Management Summary Email Example
Quick Reference
Standard Requests
✅ Assign to Diane or Shelli
✅ Update tracker
✅ Record Saves offer information
Escalated Requests
✅ DOMS + 400+ Orders
✅ National Shops
✅ Presidential Shops
✅ Notify RVP/Casey
✅ Include CT15 Screenshot
✅ Document communication in tracker
Tuesday Responsibilities
✅ Refresh Saves Tracking Report
✅ Validate Saves List data
✅ Generate follow-up emails
✅ Review Notice #3+ accounts
✅ Send manager summary