Wire Service (FTD / Teleflora) Issues – Complete Troubleshooting Guide

Overview

Wire services such as FTD and Teleflora are essential for florists to:

• Send and receive orders across networks
• Fulfill out-of-area deliveries
• Maintain relationships with partner shops

These integrations are business-critical, as failures can directly impact:

• Order fulfillment
• Partner trust and reputation
• Revenue flow

? Unlike standard POS orders, wire orders depend on external systems, making troubleshooting more complex.

Why This Matters (Support Context)

Wire service issues often involve multiple dependencies, including:

• Correct florist codes
• Payment completion
• Proper configuration
• External API communication

? Key Insight:
Most wire issues are caused by:

• Incorrect florist code entry
• Missing or incorrect wire configuration
• Payment not completed before sending
• Temporary sync or communication failures

? These are typically data or configuration issues, not system defects.

Common Symptoms Reported by Florists

Florists may report:

• “Wire order not sending”
• “Incoming wire not received”
• “Error while sending wire order”
• “Florist code not working”
• “No confirmation received after sending wire”

Root Cause Categories

1. Incorrect Florist Code

• Typographical errors
• Invalid or inactive florist code

2. Payment Not Completed

• Order not fully paid
• Payment not captured

3. Wire Configuration Issues

• Missing credentials
• Incorrect setup in Hana POS

4. API / Communication Failure

• External service downtime
• Temporary connection issues

5. Network / Timeout Issues

• Slow or unstable internet
• Request timeout during submission

Step-by-Step Troubleshooting Process

⚠️ Always confirm payment and florist code before checking advanced configurations.

Step 1: Identify Direction (Critical First Step)

Ask:

“Are you trying to send a wire order or receive one?”

? Why this matters:

• Sending issue → Outgoing configuration/data
• Receiving issue → Incoming setup/sync

Step 2: Verify Florist Code

• Check the recipient florist code
• Ensure:
  • No typos
  • Correct format

? Key Insight:
Incorrect florist codes are the most common cause of failed wire orders.

Step 3: Validate Payment Status

• Confirm order is fully paid
• Verify payment is successfully processed

? Important Rule:
Wire orders cannot be sent without completed payment.

Step 4: Check Wire Service Configuration

Navigate to:
Settings → Wire Services

Verify:

• Credentials are entered correctly
• Service (FTD / Teleflora) is enabled
• Configuration is active

? Why this matters:
Improper setup will block both sending and receiving.

Step 5: Retry Submission

• Re-send the wire order
• Ensure no interruptions during submission

? Why this works:
Resolves temporary failures or timeouts.

Step 6: Check Response / Confirmation

• Look for:
  • Error message
  • Confirmation ID

? Key Insight:
A confirmation ID indicates successful submission to the wire network.

Critical Scenarios & Handling

Wire Order Not Sending

Possible causes:

• Incorrect florist code
• Payment not completed
• Configuration issue

✅ Action:

• Verify code
• Confirm payment
• Check configuration

Incoming Wire Not Received

Possible causes:

• Configuration issue
• Sync delay

✅ Action:

• Verify incoming setup
• Refresh system
• Wait briefly and retry

Error While Sending Wire Order

Possible causes:

• API failure
• Network issue

✅ Action:

• Retry submission
• Check internet connection

Florist Code Not Working

Possible causes:

• Invalid or inactive code

✅ Action:

• Reconfirm code with florist network
• Re-enter carefully

No Confirmation Received

? High-risk scenario (order may not be sent)

✅ Action:

• Check for confirmation ID
• Retry if not confirmed
• Avoid duplicate submission without verification

Best Practices for Support Agents

• ✅ Always verify florist code first
• ✅ Confirm payment is completed before sending
• ✅ Check wire configuration before escalation
• ✅ Look for confirmation ID after submission
• ❌ Do NOT assume order was sent without confirmation
• ❌ Avoid duplicate submissions without validation

Escalation Guidelines

Escalate ONLY IF:

• API failures persist
• Multiple wire orders failing
• No response from wire service
• Configuration is correct but issue persists

? Include in escalation:

• Order ID
• Florist code used
• Wire service (FTD / Teleflora)
• Error message (if any)
• Confirmation status
• Screenshots (if available)
• Steps already attempted

FAQ Section

Q1: Why is my wire order not going through?

Most commonly due to:

• Incorrect florist code
• Payment not completed

Q2: Why am I not receiving incoming wires?

Usually due to:

• Configuration issue
• Sync delay

Q3: What confirms a wire order is successfully sent?

A confirmation ID from the wire service.

Q4: Can I send a wire order without payment?

No, payment must be completed before sending.

Support Agent Script (Standardized)

Opening

“Let’s check the florist code and payment status first — these are the most common causes.”

Validation

“I’ll verify the florist code and confirm if the order payment is completed.”

Guided Troubleshooting

“Next, we’ll check your wire service configuration and try sending the order again.”

Reassurance

“This is usually a quick fix once we verify these details.”

Closure (Resolved)

“The wire order has been successfully sent.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this for further investigation.”