Billing
Hosting Cancellation Requests
This SOP outlines the process for handling florist requests to cancel their website hosting and the follow-up process once the request enters the cancellation workflow. Information below is based on Request for Hosting Cancellation.docx. [Request fo...ncellation | Word]
⚠️ Important
Initial Customer Contact
When a Shop Calls to Cancel Their Website
Step 1: Verify the Caller
Always verify:
- PIN number
- Name of the caller
Ask:
- Why are they cancelling their website
Let the florist know:
- We are sorry to hear they are leaving.
- The cancellation process takes approximately 90 days to complete. [Request fo...ncellation | Word], [Request fo...ncellation | Word]
Step 2: Send the Cancellation Instructions
In InContact Quick Replies:
- Search for**"Cancel"**
- Send the cancellation template to the florist
📷 Screenshot Placement: InContact Quick Reply – Cancel Template
Cancellation Request Requirements
Instruct the florist to send a written cancellation request to:
Teleflora Customer Advocacy
3737 NW 34th Street
OKC, OK 73112 [Request fo...ncellation | Word]
Required Information
The cancellation request must include:
- Shop/Business Name
- Shop Owner Name
- Teleflora Member ID Number
- URL Domain Name
- Contact Email Address
- Reason for Cancellation
- Owner Signature [Request fo...ncellation | Word]
Customer Advocacy Processing
Once the Request is Received
After Customer Advocacy receives the cancellation request and it is entered into the Saves Tracking process:
Review Requirements
The following information is reviewed:
- Prior year order volume
- Current year (YTD) order volume
- Shop classification (Domestic, National, or Presidential)
- Shop contact information
- Length of time the website has been active [Request fo...ncellation | Word]
Save Attempt Assignment
Site Active Less Than 12 Months
If the site has been active for less than 12 months:
- Shop is subject to the $495 Development Fee per enrollment agreement
- Assign the request to:
- Diane Lagerstedt, or
- Shelli Sheppler
The assigned representative will attempt to save the account. [Request fo...ncellation | Word]
Site Active More Than 12 Months
If the site has been active longer than 12 months:
- Record the shop contact information
- Assign the request to:
- Diane Lagerstedt, or
- Shelli Sheppler
A save attempt will be made. [Request fo...ncellation | Word]
Follow-Up Process
Weekly Outreach
An email follow-up is sent every Tuesday until a final disposition is received. [Request fo...ncellation | Word]
Escalation Process
If no response is received after the second email:
Escalate the request to include:
- Michael Martin
- Katie Kerr
- Michael Tetzlaff
- Teresa Sufczynski [Request fo...ncellation | Word]
URL Transfer Requests
If a URL Transfer Request is received:
- Follow the standard URL Transfer Request process.
- Use the same review and approval workflow used for cancellation requests. [Request fo...ncellation | Word]
National & Presidential Accounts
For National or Presidential requests:
- Send a same-day heads-up email.
- Notify applicable:
- Saves Team
- TSMs
- RVPs
Include current status and request details. [Request fo...ncellation | Word]
Important Rules
🚨 Do Not Process Early Cancellations
🚨 Do Not Cancel the Site
Quick Reference
Customer Calls to Cancel
✅ Verify PIN and caller name
✅ Ask reason for cancellation
✅ Explain 90-day cancellation process
✅ Send InContact "Cancel" Quick Reply
✅ Direct florist to submit written request
Required Cancellation Information
✅ Business Name
✅ Owner Name
✅ Member ID
✅ Domain Name
✅ Contact Email
✅ Cancellation Reason
✅ Owner Signature
Follow-Up Process
✅ Assign to Diane or Shelli
✅ Weekly Tuesday follow-up emails
✅ Escalate after second unanswered email
✅ Notify leadership for escalations
✅ Do not cancel until approvals are received
✅ Maintain request for minimum 90 days unless saved