Card Message / Enclosure Issues – Complete Guide

Overview

Card messages are a critical component of floral orders for:

• Personalization – Adds a personal touch to gifts
• Customer satisfaction – Ensures the intended message is delivered
• Operational accuracy – Prevents mistakes in order fulfillment

? Impact of Issues:

• Missing or incorrect messages reduce customer satisfaction
• Misprints can result in reprints or complaints
• Can delay order fulfillment

Common Symptoms Reported by Florists

• Message not printing on the card/enclosure
• Card message missing on printed order
• Text cut off or misaligned
• Wrong message printed

Root Cause Categories

1. Message Not Entered Properly
   • Text field left blank
   • Entered in wrong section (e.g., notes instead of card message)
2. Printer Mapping Issue
   • Wrong printer assigned to card message
   • Printer selection not saved in Hana settings
3. Formatting Problem
   • Text too long for template
   • Special characters causing print issues
   • Printer scaling or alignment issues

Step-by-Step Resolution

Step 1: Verify Message Entry

• Open the order in Hana POS
• Check that the card message is entered in the correct field
• Ensure message does not exceed character limits

? Tip:
If florists paste content from another app, hidden formatting may interfere with printing.

Step 2: Confirm Order Save

• Ensure the order was saved after entering the message
• Reopen the order to verify message persists

? Why this matters:
Unsaved changes will not be sent to the printer.

Step 3: Check Printer Mapping

• Navigate: Settings → Printing Configuration → Card Printer
• Verify that the correct printer is assigned for card messages / enclosures
• Ensure printer is online and ready

? Tip:
Thermal card printers are sensitive to paper alignment and scaling settings.

Step 4: Test Print

• Perform a test print of the card message
• Confirm that message prints fully and correctly
• Adjust printer scaling, margins, or template if necessary

Step 5: Validate Full Workflow

• After test print, place a sample order
• Confirm card message prints correctly during normal order flow

Critical Scenarios & Handling

Message Not Printing Despite Being Saved

Possible Causes:

• Printer mapping not set or incorrect
• Printer offline or out of paper

✅ Action:

• Verify printer assignment in Hana
• Check printer status and connectivity

Message Cut Off or Misaligned

Possible Causes:

• Formatting exceeds template width
• Printer scaling or margin issues

✅ Action:

• Adjust message length
• Test print with adjusted template or scaling

Wrong Message Printing

Possible Causes:

• Message entered in wrong order
• Printer queue has old job stuck

✅ Action:

• Clear printer queue
• Confirm correct order message is entered

Best Practices for Support Agents

• ✅ Always confirm message is entered and saved in Hana POS
• ✅ Verify correct printer is mapped for card messages
• ✅ Perform test prints before confirming resolution
• ✅ Advise florists on character limits and formatting rules

Escalation Guidelines

Escalate if:

• Message saved but not printing on correct printer
• Test print works, but live orders fail
• Persistent misalignment or truncation despite template adjustments

Include in escalation:

• Order ID and message content
• Printer name and mapping
• Steps already attempted
• Screenshots or photos of misprint

FAQ Section

Q1: Why is the card message not printing?
A: Most commonly due to printer mapping issue or unsaved order.

Q2: Why is the message cut off?
A: Text exceeds template limits or printer scaling issue.

Q3: Can I print a test card message?
A: Yes, use the test print feature to validate alignment.

Q4: What if the message prints on the wrong printer?
A: Verify Hana Printing Configuration and confirm the correct card printer is assigned.

Agent Script (Standardized)

Opening:

“Let’s verify your card message and printer setup to make sure it prints correctly.”

Validation:

“First, we’ll check that the message is entered in the correct field and saved.”

Guided Troubleshooting:

“Next, let’s ensure your card printer is properly mapped in Hana POS.”

Testing:

“We’ll perform a test print to confirm the message prints fully and aligned.”

Closure (Resolved):

“The card message is now printing correctly. Please confirm with your next order.”

Closure (Escalation):

“The message is saved but still not printing correctly — I’ll escalate this for further review.”