ftd member guide

Member Guide

FTD® Contact Information .......................................................... 1

The FTD® Advantage ................................................................2-3

Path to More Orders .................................................................4-5

FTD® Marketplace ..............................................................6

Florist-to-Florist Orders ................................................. 7

FTD.com Orders .............................................................8-9

Leading Technology ................................................................... 10

Mercury Technology ................................................... 11-13

FTD® Florists Online, FTD® WebGifts® ....................14

Online Marketing Services ............................................15

Business Solutions ........................................................................16

FTD® Master & Premier Florist Programs ..............17

FTD® Directory ...................................................................18

Marketing Tools .................................................................19

FTD® Flower Exchange ................................................ 20

FTD® Cash-Flo ....................................................................21

Flowers All Hours, Dollars & Scents .......................22

FTD® Market For You .....................................................23

Brand & Innovation ......................................................................24

Iconic FTD Brand .............................................................25

Quality Programs ......................................................26-27

FTD 7-Day Satisfaction Guarantee .........................28

FTDi.com, Education & Events ..................................29

General Information ................................................................... 30

FTD® Clearinghouse Statement ..........................31-33

Sending & Filling Orders ...................................... 34-37

International Retrans..................................................... 38

Membership Rule 2 .................................................39-40

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MOST COMMON DEPARTMENTS MERCURY NUMBER

Adjustments 90-0357AA

Credit Card Services 90-0639AA

Directory Services 90-0258AA

Executive Leadership Team 90-0365AA

Florists Online 90-8418AA

Flowers All Hours 90-9200AA

Mercury Technology Support 90-5034AA

FTD.com 90-8400AA

International Retrans 90-0266AA

Marketplace 90-0233AA

Member Services/Customer Service 90-0555AA

Mercury Technology Billing 90-0373AA

Quality 90-0423AA

Visit FTDi.com for detailed information about FTD programs, products and services 24 hours a day, 7 days a week.

MAILING ADDRESSFTD3113 Woodcreek DriveDowners Grove, IL 60515

MEMBER SERVICES TELEPHONE NUMBER800-788-9000

MEMBER WEBSITEFTDi.com

MEMBER SERVICES EMAIL [email protected]

FTD® is here to assist you!

Questions? Contact us by phone,

email or Mercury Message.

FTD Contact Information 1

Get the latest FTD news, events, education and exclusive Facebook promotions when you “Like” us at facebook.com/MercuryNetwork.

The FTD®

Advantage

2

E3-4814dThe FTD® Lush Life™

Rose Bouquet

3The FTD Advantage

WELCOME TO FTDFor more than 100 years, FTD has stood for quality, creativity and worldwide floral delivery. We are committed to celebrating the talents and craftsmanship of our FTD Member Florists, artists like you, that continue to be the lifeblood of FTD. We are excited to welcome you to the FTD family and are pleased to share with you how FTD can add value to your business.

Each year, FTD invests tens of millions of dollars in marketing campaigns to further reinforce our dedication to raising the awareness of giving fresh flowers. New products and technology solutions are designed to help you increase revenue and drive local business to your shop. We are experienced in providing our members with a path for order growth using our state-of-the-art technology and innovative business solutions. As an FTD member, you have a team of professionals dedicated to providing you with the opportunity to succeed!

NEW MEMBER KIT CONTENTSYour FTD New Member kit contains a high-level overview of the offerings that FTD provides to help you grow your business. As you review the kit, your FTD Field Business Consultant (FBC) and/or FTD Member Services are readily available to assist you. Important items to review closely include:

• Laminatedcardstohanginyourshopwithkeyremindersandimportant contact information

• AwindowdecaltohelpyouleveragetheFTDbrandlocally

• Startreceivingflorist-to-floristordersbydownloadingMercuryDirect at FTDi.com/MercuryDirect.

DATES TO REMEMBERFTD Directory Deadlines The FTD Directory is published three times a year and the deadline for changes in the directory is approximately 60 days prior to publication:

• January–April • May–August • September–December

Visit FTDi.com or call your FTD National Marketing Consultant at 800-788-9000 for current directory deadlines.

FTD® Marketplace™ Codification DeadlinesTo increase your opportunity for florist-to-florist and FTD.com orders, it is important to codify for FTD-branded containers. The more containers you codify for, the more opportunity you have to receive orders. Codification deadlines occur three times a year for both Everyday and Seasonal items. For current codification deadlines, please visit FTDi.com or call your Marketplace Sales Representative at 800-767-4000.

Robert ApatoffFTD President and CEO

The FTD® AdvantagePATH TO MORE ORDERS | LEADING TECHNOLOGY | BUSINESS SOLUTIONS | BRAND & INNOVATION

We greatly value your business and invite you to learn more about the

many ways FTD can help add value to

your business!

Rob ApatoffPresident and CEO

If you have any questions, please contact Member

Solutions at 800-788-9000.

Sign up to receive a paperless statement

at FTDi.com.

4

Path to More Orders

C7-4925dThe FTD® Pure Bliss™

Bouquet

Get on the Path to More Orders

Path to More Orders 5

MAXIMIZE YOUR MEMBERSHIP WITH FTD®FTD understands that operating a business in today’s economy, in conjunction with juggling multiple responsibilities at your shop, can be challenging. As a member of FTD, you have many benefits and unique tools available to you. FTD is here to help you generate more orders and drive local business to your shop. All new member florists will receive a welcome call from FTD Member Solutions within the first few weeks of joining. Member Solutions will be happy to discuss your Path to More Orders then or set up another time that is best for you.

CAPITALIZE ON YOUR DELIVERY AREAExpand your advertising in the FTD Directory to include more towns and maximize your shop’s opportunity to receive orders through the network.

GET CODIFIED AT FTD® MARKETPLACE™Purchasing holiday and everyday exclusive containers makes you eligible to receive orders for codified products.

ATTRACT ONLINE SHOPPERSFTD Florists Online is a simple way to start an online business. Select from more than 20 beautifully designed website templates that can be customized with your shop’s specialty products.

ATTRACT MORE FLORIST-TO-FLORIST ORDERSFTD Mercury Point of Sale (POS) is the industry’s leading technology, designed to help streamline your shop’s day-to-day operations. Mercury POS saves time and helps you deliver exceptional customer service that can lead to repeat business.

FREE Path to More Orders Review!

Call FTD Member Solutions at

800-788-9000 to set up your complimentary

Path to More Orders review today!

More and more consumers are

purchasing flowers online. If you do not have a website, you are missing out on potential orders!

FTD Mercury POS gives you the potential

to attract more florist-to-florist orders.

PCLd The FTD® Color Your Day®With Beauty™ Bouquet

FTD® Marketplace™ Essentials & ExclusivesYOUR ONE-STOP SHOP FOR EXCLUSIVE HOLIDAY AND EVERYDAY PRODUCTS AND ESSENTIALSFTD Marketplace offers you everything your business needs to gain a competitive advantage in today’s floral industry. We offer the finest floral products, including a line of exclusive codified products, shop basics, glassware, supplies and gifts for every occasion or holiday — all at great prices and billed conveniently to your FTD Clearinghouse Statement.

HOLIDAY EXCLUSIVE PRODUCTSFTD creates a new line of exclusive holiday products for our members each season so you always have something new and fresh. FTD’s high-quality holiday products have been extensively tested with both florists and consumers to help generate the highest demand in your shop. Our products are designed to be multi-functional, with a variety of price points to appeal to all types of customers.

EVERYDAY EXCLUSIVE PRODUCTSFTD’s exclusive everyday product line is the answer to meeting your customers’ everyday gift-giving needs. FTD offers a wide array of products from birthday to new baby, anniversary to thank you and more. Each everyday product is consumer and florist tested to fulfill your needs at affordable price points.

BASIC EVERYDAY ESSENTIALSEvery shop has basic needs and FTD is here to help you meet them! FTD has partnered with industry leaders to bring you an assortment of choices when sourcing your goods. FTD’s preferred vendors provide an outstanding assortment of products and supplies that you use every day.

FTD offers competitive pricing on a variety of:• Floralsupplies •Glassware •Baskets •Balloons• Plushitems •Aprons •Logoapparel •Signage• Vehiclegraphics •Coolers •Gourmet •Much,muchmore!

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FTG01

C10-4857dThe FTD®

Share My World™Bouquet

BH2dThe FTD® Big Hug®Bouquet

7Path to More Orders

Maximize Florist-to-Florist OrdersFTD® provides our members with two easy-to-use options for sending orders. FTD allows member florists to utilize the FTD Directory or FTD Florist Link. For detailed information on sending orders, please visit pages 34 to 37 of this guide.

FTD DIRECTORYThe FTD Directory is a database of information used by sending florists to find the right FTD Member Florist to fill an order. The FTD Directory is a part of your membership and is shipped three times per year to provide you with the most accurate information for finding a florist when sending orders.

FTD Florist Link gives your shop the ability to make informed decisions when sending an outgoing order anywhere—helping you ensure customer satisfaction. Florist Link is available in FTD Mercury X2 fall and later, Mercury Connect and Mercury Direct 5.O.

Save money by opting out of the paper directory. Learn more at FTDi.com.

For additional information, please

contact your FTD National Marketing

Consultant at 800-788-9000.

FTD FLORIST LINKFTD Florist Link is the industry’s most comprehensive florist-to-florist online directory. FTD Florist Link helps florists connect with each other instantaneously through Mercury. With advanced search-visibility and real-time updates, Florist Link makes sending orders easy.

Here’s how:• Real-timeupdatesallowforthemostaccurate and current information

• Resultsaredisplayedonaninteractivemap, allowing you to choose the florist closest to your delivery location

• With one click, you can bring a filling florist’s information back into the order screen

• Advanced search options help to narrow search results

FTD.com Orders

Florist-filled products are best-sellers consistently on

FTD.com!

FTD.COM ENROLLMENT PROCEDURESAll FTD® Florists are considered eligible to receive and fill FTD.com orders. To receive FTD.com orders your shop will need to have zip codes listed with FTD.com. You are limited to the cities you subscribe to in the FTD Directory. Call your FTD National Marketing Consultant to review your cities and zip codes.

Simply send a GEN message to 90-0258AA, requesting to add an additional city listing to the FTD Directory. The appropriate fees will be applied to your statement and FTD.com will add the zip codes to your coverage area. These zip codes define the “same-day delivery” area that you support at all times (holiday and non-holiday).

FULFILLING FLORIST PROGRAM REQUIREMENTSFTD works hard to make it convenient to fulfill FTD.com orders. We also want to ensure consumers are satisfied and receive exactly what they see on FTD.com. Our network of quality-driven FTD Florists, with over 100 years of experience delivering for holidays and other occasions, continue to help build consumers’ trust in the FTD brand.

Please make sure your shop complies with the following requirements to ensure high quality within the floral industry:

• Floristshavetheoptionofchoosingasamedaydeliverycutofftimeperzip code listed. The cutoff times available are as follows: 11:00 a.m., 2:00 p.m. and 3:00 p.m. Same day orders received by the florist’s cutoff time must be delivered the same day (including holidays) if requested by the customer.

• Uphold the FTD Satisfaction Guarantee, including product replacements or refunds when deemed necessary.

• UsethecurrentFTDFloralSelectionsGuideandDesigner’sWorkbook,along with any new product recipes located on FTDi.com.

• CommunicateanychangestoyourdeliveryareabysendingaGENmessage to Directory Services at 90-0258AA. Please include the city, state and zip code in the GEN message.

• Fulfillment of FTD.com orders will be based on florist’s performance and adherence to the program requirements and FTD Membership Rules. Florists not wishing to fill FTD.com orders should notify FTD.com by sending a GEN message to 90-0258AA requesting to “opt out” of the program.

• Substitution requests must be communicated to FTD.com immediately in cases of major substitutions.

• Paymentswillappearonthefollowingmonth’sClearinghouseStatement.

• PricingisestablishedbyutilizingFTD’sSuggestedRetailPrice,thenadding additional money for delivery.

• FTD.comordersmaynotbeforwarded.IfyoureceiveanorderfromFTD.com that you cannot fill, simply reject the order. Orders sent to florists with branch locations may forward orders to their branch shops only.

8

C11-4926dThe FTD® Love in Bloom™

Bouquet

AB1dThe FTD® AnniversaryBouquet

9Path to More Orders

DELIVERY POLICY• Thefillingfloristisresponsibleforallthirdpartydeliveries.

• PleasecommunicateanydeliveryproblemstoFTD.comimmediately.

• IfFTD.comreceivesanycustomerservicecommunicationfromyouthroughanASK,FORWARD, REJECT,etc.statingthatanorderisoutofyourdeliveryarea,FTD.comreservestherightto remove you from that zip code.

• Floristsmaynotmakeanadditionalchargefor“re-delivery,”unlesstheoriginaldeliveryinformation was given to you incorrectly by FTD.com.

• Allordersrequestingsamedaydeliverymustbedeliveredthatday.

• PleasedelivertoyourdeliveryareasprovidedtoFTDatalltimes.

DELIVERY CHARGESA delivery charge is included in the total price of the FTD.com order. If you have a higher delivery charge, but can still fill the order to the recipe in the Designer’s Workbook for the amount given, please feel free to subtract the higher delivery fee. If you cannot fill the order per the recipe with your delivery fee, you must reject the order.

Should your delivery charge be less, the filling florist will be expected to build the remaining dollars into the value of the arrangement.

FTD.com Delivery Policy & Charges

10

LeadingTechnology

C21-4876The FTD® Island Breeze™

Arrangement

11Leading Technology

Mercury TechnologyFor more than 30 years, FTD® has led the floral industry by bringing the best business technology to florists worldwide. FTD Mercury can save your shop money and time, while providing you the potential to increase profits. Thousands of florists across North America rely on Mercury Technology to help their businesses run more efficiently. Discover how you can use Mercury Technology to streamline and grow your business, drive sales and increase customer satisfaction.

FTD® MERCURY®Simply Easier. Simply Better. Simply Mercury®.FTD Mercury Point of Sale provides the combination of power and ease-of-use that floral businesses need to prosper in an extremely competitive and ever-changing landscape. With each release, FTD Mercury addresses important florist needs so you can truly rely on your system both today and in the future. Do not settle for a system that only addresses your immediate needs—grow your business, your customer base and your revenue with FTD Mercury Point of Sale!

In addition to standard point of sale features, like customer and product management, FTD Mercury provides powerful advanced features such as:

• Automaticdeliveryconfirmation

• Marketingcampaigns

• Deliveryrouting

• Orderlifecycle

• Integratedpictures

• Giftcards

Mercury Technology can help streamline and

grow your business, drive sales and increase

customer satisfaction!

For more information, a FREE customized quote

or to arrange a demo on any Mercury

Technology Systems, call 800-767-3222

or email [email protected].

Beyond the BasicsWith FTD® Mercury Point of Sale, you also have access to powerful features that can help you manage and grow your business.

EVENT PLANNEREvent Planner is a complete event management tool in FTD Mercury, enabling you to quickly create and manage your event business from proposals to orders. Fully integrated with tickets and house accounts in FTD Mercury, it streamlines your challenging event business.

• Createandmaintaineventsfromaneasy-to-useinterface

• Quicklylocateexistingeventsinyoursystem

• TrackeventprogressfromtheintuitiveEventDashboard

• Generateprofessionalproposalstoprintoremail—including custom cover letters

• Save timeandmoneybykeepingorganizedandon track during the event planning process

FTD MERCURY MOBILEKeepupwithyourshopwhenyouareonthegowithaccessto the Mercury dashboard on your iOS™ or Android™ device. Drivers can increase productivity with access to routes and easy delivery confirmation.

UsingFTDMercuryMobile,youcan:

• Access critical shop information from your FTD Mercury Dashboard while on the go

• Seedeliveryroutesrightfromyoursmartphone,plusmark each stop as delivered or undelivered as you go, with access to Mercury Delivery

• Deliver orders to recipients easily with navigational aids such as real-time maps and turn-by-turn directions

• Ensure every delivery is confirmed quickly and efficiently while your driver is still on the delivery route

Plus, during busy holiday times, FTD Mercury Mobile makes it easy to expand your delivery driver force by just adding the application to personal smartphones, without the cost for additional licenses or phones.

MERCURY DASHBOARDKeepyourfingersonthepulseofyourbusinesswiththegraphical Mercury Dashboard. Designed as a tool for managers, you can keep up with your business and identify potential issues before they become full-fledged problems. Colorful button indicators let you know when something requires your attention; click to instantly see what is going on in your FTD Mercury system.

12


FTD® Mercury® Retail ToGoThe latest and greatest technology advancement from FTD Mercury is now available on your smartphone! FTD Mercury Retail ToGo allows you to quickly process cash and carry sales anywhere using an iPhone or Android device and a credit card reader that are fully-integrated with Mercury Point of Sale.1

Benefits • Greatforuseatbridalshows,openhouses,pop-upretaillocationsandmore

• AcceptcashorcreditcardtransactionsintegratedwithyourMercuryPointof Sale software

• Extrapeaceofmindwithspecializedencryptionforextrasecurity2

• Abilitytoemailortextreceiptstoyourcustomersinaninstant

• Bealeaderintheindustrybyofferingthisrevolutionaryfunctionality

• Only$9.99/monthforsupportandaone-timefeeforacustomizedcreditcardreader

1 Mercury Point of Sale and FTD Cash-Flo are required. 2 Credit card reader must be purchased from FTD for use with FTD Mercury Retail ToGo.

FTD® Florists Online

14

Having an online presence in today’s e-commerce world is essential to business success. Having a website enables you to build beyond your walk-in and phone customers to a new customer pool that may be in your community or across the country, allowing you to capture sales 24 hours a day. FTD has made creating a website easier than ever before with a dedicated support staff to help you create and update your site, or you can take 100% control.

OPTIMAL DESIGN TO HELP ATTRACT ONLINE CONSUMERS TO YOUR WEBSITE• Select from over 20 templates in a number of colors and seasons or benefit from our custom site services

• Accesstomobile-readywebsites

• Strategicallyaddkeywordsformaximumresultsinsearchengines

• Makechangeswithaneasy-to-useadministrativeinterface

• Showupto12productsonyourhomepage

ATTRACTIVE MERCHANDISING TO HELP STIMULATE SALES• Good—Better—Bestproductpricingoptionscanincreaseordervalues

• ThecompleteFTDFloralSelectionsGuidewillbeautomatically uploaded seasonally

• Addyourshop’scustomproductstoshowcaseyourartistry

• SellgourmetgiftsandbasketsfromFTDWebGiftsandearn 20% commission

RESOURCES TO HELP DRIVE TRAFFIC TO YOUR WEBSITE• Emailmarketingtoolsandservices

• Freesupportandmarketingconsultations

• FTDFlorists.comdirectory

• FTDWeddingFlorists.comdirectory

• FTDSympathyFlorists.comdirectory

• FTDeBizMarketing

• FTDLocalSearch

With the help of our professional marketing support team, you can be up and running in

as little as two business days,

enabling you to focus on your customers and orders—not on

the technology driving you to them!

Website solution designed specifically

for florists!

FTD® WebGifts®

INVENTORY-FREE GIFTS CAN EXPAND YOUR PRODUCT LINEWhen you have an FTD® Florists Online website, you can instantly move into another market—premium gifts and gourmet. FTD WebGifts is an inventory-free, consumer direct service offering a collection of both floral and non-floral gift items for you to sell in your shop or on your website. No inventory and no hassle! FTD Florists earn normal sending commission plus rebates on every order.

For more information or to enroll,

visit FTDi.com or email us at

[email protected].

FTD® Florists Online Mobile-Ready Website


Online Marketing ServicesATTRACT CONSUMERS SEARCHING FOR LOCAL FLORISTSFTD offers multiple easy-to-use online directories attracting consumers searching for local florists. These online resources leverage the influence of the FTD brand to drive additional orders to your business! FTD actively promotes the directories; participating florists gain all the rewards. The online directories make it simple for consumers to find your shop online.

FTDFLORISTS.COM FTDFlorists.com is an online directory that helps connect consumers with FTD Florists. As more consumers search on their smartphones, this mobile-optimized directory is the best solution for marketing your business online. FTD Florists can also leverage the well-known FTD brand to help drive additional traffic directly to your website.

FTDWEDDINGFLORISTS.COMPromoted specifically to brides, the FTD Wedding Florists Directory is an online resource that directs wedding business to you and your website. In addition, select florists that offer the exclusive Vera Wang Wedding collection receive a special graphic icon in their wedding directory listing promoting their luxury affiliation.

FTDSYMPATHYFLORISTS.COMThis directory links consumers searching for a florist to send a sympathy or funeral order. FTD manages a variety of paid searches for sympathy flowers and directs the consumers to FTD Florists.

FTD EBIZ MARKETINGFTD eBiz Marketing can help you grow your local business with a new and improvedonlinedirectorymarketingprogram.Updateyourbusinessinformation on 40+ local and national directories reaching 150 million monthly users. Ask for your FREE online directory analysis today!

FTD LOCAL SEARCHFTD Local Search can help increase the visibility of your website in premier search engine results to drive traffic. Using Search Engine Marketing, FTD Local Search blends organic search engine optimization with paid search advertising to increase exposure. Let FTD save you time and maximize your results to help grow your business.

For more information on the FTD Online Florist

Directories please contact us at

800-788-9000.

Receive 100% of every order!

FTDFlorists.com

V6-107VThe FTD® Lifelong Love™ Bouquet by Vera Wang

16

BusinessSolutions

C4-4791dThe FTD® Sweet Splendor™

Bouquet

17Business Solutions

FTD® Master FloristRECOGNIZE THE BENEFITS OF MASTERING QUALITYThe FTD Master Florist Program is an elite program only available to members with “best-in-class” quality service. FTD Master Florists are focused on providing excellent customer service and outstanding achievement in the floral industry. The FTD Master Florist designation allows you to differentiate your shop by promoting your Master Florist status, and comes with more than$5,000inbenefitsforbeingapartoftheprogram.

Summary of Benefits

• FTDMasterFloristdomesticcustomersupport P Contact Member Services, Mercury Technology, FTD Florists Online and FTD.com with low to no hold times with a dedicated FTD Master Florist phone line.

• FTDMasterFloristmarketingkit P Promote your Master Florist status within your shop with a marketing kit that includes a branded neon “open” sign, window decal, floor mat, aprons and knives.

• Half-pagedirectoryadvertisement P Gain greater visibility with an ad featuring the Master Florist logo in the print directory and a Master Florist graphic icon in FTD Florist Link.

• FTDLuxuryCollection P The FTD Luxury Collection can generate higher order values and elevate your shops reputation, allowing you to stand out from your competition by offering this elite collection.

FTD® Premier FloristPREMIER QUALITY DESERVES A PREMIER DESIGNATIONFTD also offers members a Premier Florist Program as another way to differentiate your shop from your competition. To achieve Premier Florist status, your shop must qualify as an FTD Quality Member. FTD Premier Florists receive more than $2,000 in benefits for participating in the program. To find out more about this level of FTD membership, please contact your Field Business Consultant.

To find out if you qualify as a select FTD Master or Premier Florist, contact

your Field Business Consultant today!

FTD® Directory - Linking Florists Worldwide

18

The FTD Directory provides FTD Member Florists with the most useful and accurate information about filling florists to help maximize member florists’ opportunity for success.

GETTING STARTEDProvide FTD Directory Services with the following information:

1. A list of all of the cities to which you deliver.

2. A list of all delivery charges for the cities to which you deliver.

3. A list of all hospital, funeral homes and nursing homes you service.

4. Your minimum order value for incoming wire orders.

5. Your shop hours of operation — sending florists want to know this information!

6. Important contact information including your toll-free number, shop phone number and fax number.

7. Details about what makes your shop the BEST, such as professional qualifications, awards, access to fresh flowers daily, satisfaction guaranteed, etc.

Your information will be maintained in the FTD Directory database and distributed to the FTD Mercury Network through our innovative Florist Link electronic directory and the traditional printed FTD Directory.

You can supplement your marketing efforts by purchasing larger ads, special listings and facility links. Increasing your visibility, sharing the right information and being a good filling member are important to help you drive order volume to your shop.

FTD Directory Services will work with you to craft the most cost effective marketing program.

FTD FLORIST LINKFTD Florist Link is our industry-leading electronic directory that makes sending orders easy and efficient. With advanced search-visibility and real-time updates, you can connect with florists instantaneously through FTD Mercury.

Contact FTD Directory Services at 800-788-9000 to review your directory marketing program, directory pricing and to learn how to use any of the search products.

Complete and accurate information about your

shop helps sending florists get the order right the first time!

Additional information is

available at FTDi.com.


Marketing Tools to Boost RevenueLOCAL MARKETING FTD offers member florists a suite of marketing and promotional items to help you increase sales and grow your business locally. The tools and resources available offer you the opportunity to leverage the FTD Mercury Man logo, the most recognized floral brand and symbol worldwide, alongside your local brand.

The marketing and advertising programs provide value to FTD Florists by focusing on the positive sentiments of sending fresh flowers and the importance of visiting your local florist. Plus, many of the local marketing programs are free to use, such as our in-store merchandising kits, to promote your business. Go to FTDi.com and visit the Local Marketing page for a variety of tools, such as:

• NewspaperAdvertisements •SocialMediaBanners

• RadioAdvertisingProductScripts •In-StoreMerchandisingKits

• DIYMailers •VehicleGraphics

• CareandHandlingMaterials

IN-STORE MERCHANDISINGFTD Members receive promotional marketing kits twice a year, FREE,1 when you purchase FTD codified containers. The kits, automatically sent to you, include:

• Full-colorpostersofFTDcodifiedproductstodisplayinyourshop

• Aworkroomcalendarcompletewithholidaysandamarketingscheduleforhelpwith in-store marketing

1 If you do not purchase any FTD holiday codified products, you will be charged $19.99 on your FTD Clearinghouse Statement for the seasonal promotional marketing kits. If you do not wish to receive the kits, you can opt out at FTDi.com.

FTD FLORAL SELECTIONS GUIDE KIT AND PRICING SOFTWAREThe FTD Floral Selections Guide (FSG) showcases hundreds of FTD designs for all occasions, from birthdays and babies to weddings and funerals, as well as selections for everyday giving and seasonally influenced designs. Included with the FSG is a Designer’s Workbook that shows a detailed recipe of each FTD arrangement. The FSG pricing software CD also allows FTD Members to modify stem prices, markups and suggested retail prices to meet your shop’s needs with just a few clicks of the mouse.

All of the FSG images are available for downloading through the Image & Logo Library at FTDi.com.

Floral Selections

Guide The FTD® Expressions Collection Poster

FTD® Flower Exchange - Your Premier Flower Source

First time buyers receive 10% OFF!

Sign up for exclusive daily offers at

FTDFlowerExchange.com.

GREAT PRICING, SUPERIOR QUALITY, CUSTOM SHIPPING OPTIONSThe quality of your arrangements begins and ends with the quality of your flowers. The world’s finest, freshest blooms are shipped direct to you from premium growers. The more you buy, the more you save with our industry-exclusive FX Rewards Program. With multiple shipping options, custom combo boxes and open market specials, no other flower service comes close.

FTD Flower Exchange also offers the Stem Count Calculator, a unique tool that makes ordering your fresh products for FTD codified exclusives simple!Justenterinthenumberofcodifiedcontainersforeachstylethatyou are projecting to sell, and the Stem Count Calculator will tell you how many stems per flower variety you need!

Plus, FTD has partnered with Floralife to provide members access to flower education materials and simple steps to longer lasting flowers. Proper care and handling is key to extend the life of your floral designs and ensures a positive customer experience resulting in future business. Simply log in to your FTD Flower Exchange account and submit your care and handling questions to Floralife.

Benefits

• Customlogisticssolutions

• ClearinghouseStatementandcreditcardpaymentoptions

• FXRewardsprogram

• 24/7onlineinventory

• 7-DaySatisfactionGuaranteeonFTDFarmDirectstandingorders

• CustompackingwithBuild–A–Boxprogram

GotoFTDFlowerExchange.comandclickon“SignUpToday”toreceiveyour username and password.

20

C11-4806dThe FTD® Color Rush™

Bouquet by Better Homes and Gardens®

Processing Credit Cards through FTD® Cash -Flo™

BEST CREDIT CARD PROGRAM IN THE INDUSTRYLook no further than FTD® Cash-Flo™ for a flexible credit card program designed specifically for florists. When you process your credit cards through FTD, you will benefit by getting the lowest rates in the industry and no hidden fees.

Benefits

FLEXIBLE PROGRAM OPTIONS DESIGNED SPECIFICALLY FOR FLORISTS3% Flat Rate ProgramThe 3% flat rate program provides a great low rate combined with the convenience of one statement and one merchant ID for all credit card types. This popular program helps you easily understand your statement and manage your processing fees.

Blended Rate ProgramsFTD’s blended rate programs offer optimum savings for shops sending enough orders to qualify for the rebates with no hidden fees. To qualify for Cash-Flo rebates, your shop must send a minimum of 20 orders reported on the FTD Clearinghouse Statement and pay any statement debit balance by the 25th of each month.

With FTD Cash-Flo, you will save time by not having to reconcile multiple credit card statements, and you can easily pay your bills each month through the FTD Clearinghouse Statement.

• Lowprocessingrates• Effectivelyloweryourprocessingrates on two of the Cash-Flo programs that offer rebates based on your order sending with FTD• Processallmajorcreditcardsin one terminal• Utilizeyourexistingequipmentorselect from a variety of options from FTD

• Onesimplestatementforallyour credit cards• Avarietyofpaymentoptionstomeet your cash flow needs• Reducefraudwithaddressverification• Noapplicationfees,start-upfeesor postage fees


CDOd The FTD® Orange Escape™

Bouquet

Flowers All HoursCOLLECT ORDERS 24/7 AND REDUCE LABOR COSTSIt is a 24/7 world and consumers want convenience when it comes to shopping. With FTD Flowers All Hours, your shop can be open 24 hours a day, 7 days a week to collect orders from new and existing customers. Professional FTD telephone representatives can answer your phone calls and take orders and messages anytime, day or night. Our Customer Service Representatives achieve a higher average order value compared with Clearinghouse averages. For additional information, please contact us at 800-788-9000 or [email protected].

Dollars & Scents™

BE REWARDED WITH CASH REBATEWe have listened to your needs and have responded with easy ways to grow your business and receive special benefits. In partnership with our customers, we have driven the development of a simplified Dollars & Scents Program, a cash rebate program that begins with your first order and rewards you regularly.Toqualify,yourshopneedstosend20ormoreoutgoingFTDordersof$29.50(U.S.andCanada) each month and your FTD Clearinghouse Statement must be paid in full on or before the 25th of each month. For additional information, please contact FTD Member Services at 800-788-9000.

22

PCYd The FTD® Color Your Day® With Sunshine™ Bouquet

FTD® Market for YouBreaking through advertising clutter to reach and engage your customers can be challenging, butnecessarytogrowyourbusiness.Keepinginfrontofyourcustomerswithavarietyofmarketing tactics is key and should be consistent. Benefit from FTD’s experience, professionalism and results-oriented marketing campaigns to help drive local business into your shop and achieve your sales and marketing goals with our FTD Market for You program.

Sign up for FTD Market for You and let FTD customize a marketing plan for your shop to maximize your customer reach potential. With two program tiers to choose from, we will support the plan by targeting your customer list with email marketing, social media and more.

Benefits

• AssistancecreatingFacebook,TwitterandPinterestpages

• ConsultingandtrackingforFacebook,TwitterandPinterest

• PostingonyourFacebookandTwitteraccounts

• Creationandmanagementofemailcampaigns

• Increasedengagement

• Muchmore


24

Brand &Innovation

C7-4843dThe FTD® Happiness™

Bouquet

ACCESS TO THE LEADING FLORAL ICONDisplayed in more than 40,000 floral shops worldwide, the iconic Mercury Man logo is the most widely recognized floral symbol in the world. FTD offers member florists the use of the logo to help you build brand awareness and promote your business. Visit FTDi.com to download the Mercury Man logo from the Image & Logo Library for use in your promotional materials today!

LEVERAGE THE GLOBAL AWARENESS OF THE FTD BRAND LOCALLYFTD invests tens of millions of dollars annually on integrated consumer marketing campaigns focused on the positive sentiments of sending flowers, including advertising, direct mail, email marketing, social media and online display advertising. The campaigns prominently feature florist-filled, same-day delivery products resulting in more orders into the network and encouraging consumers to visit their local florists.

FTD offers a suite of products to help members increase sales growth. The items available offer you the opportunity to leverage your shop with the most recognized floral brand and symbol worldwide to drive local business. Available through FTD® Marketplace™, FTD offers our members a variety of products to choose from, including branded Snug-Ease cartons, clearphane, flower boxes, banners and signage, neon window signs and clocks, van wraps, van and window decals and indoor/outdoor floor mats. Visit FTDi.com to view promotional materials or call FTD Marketplace at 800-767-4000.

GIVING YOU WORLD-CLASS BRANDS TO SELL LOCALLYFTD presents member florists with the opportunity to offer exclusive products through partnerships that we have shaped over the years. We continue to lead and innovate the industry with stunning collections through our relationships with well-respected brands like Vera Wang and Better Homes and Gardens®. These programs with world-class brands provide you the opportunity to elevate your shop’s reputation and stand out from the competition.

25Brand & Innovation

Leverage the Iconic FTD® Brand

BYDd The FTD® Brighten Your Day™

Bouquet

FTD® Quality Programs

26

FTD STANDS FOR QUALITY IN THE FLORAL INDUSTRYFor more than 100 years, FTD has been a pioneer in promoting quality throughout the floral industry. With superior business tools, exclusive education programs and innovative quality programs, we are continuously seeking out new ways to improve the customer experience to retain business with FTD Florists and FTD.

FTD DELIVERY CONFIRMATION POLICYThe goal of the FTD Delivery Confirmation Policy is to achieve 100% same day delivery confirmation notification. In today’s technological environment, many consumers expect real-time notification when an order they placed has been delivered. Once a confirmation is sent by a member florist for an FTD.com order, the customer automatically receives an email letting them know their order was delivered. The FTD Delivery Confirmation Policy is inclusive of florist-to-florist, FTD.com and international orders.

All FTD orders should receive a delivery confirmation by 7 pm (local time) on the same day of delivery, after the customer receives the delivery. For any order not delivery confirmed by 7 pm (local time), a $2.25 fee per order will be processed on the FTD Clearinghouse Statement.

FTD DELAYED RESPONSE POLICYThe FTD Delayed Response Policy is designed to protect FTD Florists from late or undelivered orders that may ultimately impact their reputation with consumers. The goal of the FTD Delayed Response Policy is for filling florists to reject any order they cannot fulfill within two hours of receiving it from the sending florist. By rejecting the order within two hours of receiving it during standard business hours, the order will return back to the FTD network in a timely manner to ensure that it will get fulfilled for the customer.

FTD tracks all orders and assesses charges on behalf of the sending florist to ensure their orders are being successfully fulfilled on a timely basis. Any fees collected from the filling florist are credited to the sending florist.

PRODUCT RECIPE CATALOGThe Product Recipe Catalog is a comprehensive tool where member florists can access all elements and specifications of an FTD florist-filled recipe. It offers design tips by item and guidelines for flower substitutions. The Product Recipe Catalog also interfaces with the Floral Selections Guide to provide characteristics of flower varieties and selections. FTD Florists can simply search by item number or recipe name, as well as by the fresh product or hard goods included in a recipe, such as roses, lilies and codified containers.

Timely rejection of an order can protect you

from late or undelivered orders that can make a customer unhappy.

Sending delivery confirmations is simple with a variety of tools

from FTD. Visit FTDi.com to learn more.

Brand & Innovation

FTD® Quality ProgramsFTD QUALITY STAR PROGRAMThe FTD Quality Star Program provides your shop with a benchmark to show how it compares to all florists within the FTD network. This program is a great tool that provides a uniform and consistent measurement of quality across all FTD Florists. The FTD Quality Star Rating takes actual, quantitative order data and calculates an exemplary quality level. FTD Florists who are at or above this “quality bar” will receive an FTD Quality Star. The rating is recalculated every four months and details are printed in the monthly Clearinghouse Statement. FTD Florists can choose to share their quality rating in Florist Link.

FTD TEST ORDER PROGRAMQuality is a critical part of customer satisfaction and repeat business. The FTD Test Order Program was implemented to ensure customers placing orders through FTD.com are delighted with the order received. It begins with a third-party evaluation of member florist performance in order fulfillment measured by three criteria: quality, accuracy and on-time delivery. Orders are placed with mystery shoppers who evaluate the delivery experience from day one through the 7-Day Satisfaction Guarantee timeline.

On days one, three, five and seven, a digital photo is taken of the arrangement to evaluate how well it resembles the website photo and to document the quality of its vase life per FTD’s Satisfaction Guarantee. A comprehensive questionnaire is completed measuring the delivery experience based on the following criteria:

•Howandwhentheorderwasreceived•Howtheorderappearedupondelivery•Howthedeliveredproductmatchedwhatwasordered•Howwellthedeliveredproductperformed

The completed questionnaire along with the digital photos are electronically submitted to a third-party quality assurance organization to validate the test order process and forward the results to FTD’s Quality Assurance Team. Depending upon the results, the FTD Quality Assurance Team recognizes the tested florists with a cerificate or recommends corrective action. A training program is available for shops that do not pass the test order.

V10d The FTD® Luxe Looks™ Bouquet by Vera Wang

The entire FTD florist network benefits from

a heightened sense that all customers will be provided the same

high-quality products through the FTD Test

Order Program.

Please review the complete quality program guidelines

and frequently asked questions at FTDi.com.

Delivering orders on-time and with 100%

satisfaction is a great way to achieve

the Quality Star.

27

BDBd The FTD® Happy Birthday

Bouquet

28

FTD® 7-Day Satisfaction GuaranteeFTD FLORISTS COMMIT TO THE 7-DAY SATISFACTION GUARANTEEAs professional FTD Florists, we guarantee consumer satisfaction with every floral order sent through FTD for delivery and on all FTD-branded products purchased from an FTD Member Florist. If a consumer is not satisfied with the purchased FTD product, we, as quality FTD Member Florists, will send a replacement or refund the full purchase price within 7 days of receipt of the FTD order.

Benefits

• Improves consumer confidence in FTD Florists, leading to increased sales and repeat business for your shop. Today’s competitive environment demands an unconditional, hassle-free guarantee — FTD Florists deliver it.

• BuildsthevalueofFTDnationaladvertisingforFTDFlorists.

• Differentiates FTD from other floral companies so consumers will request FTD.

FTD SUBSTITUTION POLICYThe FTD policy regarding the substitution of floral or plant items listed in the recipe is as follows:

1. When substitution is absolutely necessary:

a. The filling member shall notify the sending member of the substitution and the reason therefore.

b. The sending member shall notify the customer of such substitution.

c. When a customer complaint results from improper substitution, the filling member must make a satisfactory replacement or, if the customer requests a refund, pay an adjustment to the sending florist.

2. The utmost care should be taken to maintain the overall design integrity of the arrangement. For example, line flowers shall be substituted for lines and round flowers for round and there shall be no substitution in the

type of arrangement, that is, no change in arrangement size or volume.

3. In arrangements of assorted flowers, if at all possible, the colors shown in the recipe should be used, even if this means substituting other varieties

of flowers of equal or greater value.

4. In arrangements of all one type of flower such as all roses, the variety (e.g., red roses) is of first importance, preceding color in this instance only.

5. In arrangements of one type of plant, such as orchids, every attempt will be made to match plant type and colors of equal or greater value.6. If the container shown online is not available, a similar container of equal or greater value will be used.7. There shall be no substitution in the type of arrangement, that is, no change in arrangement size or shape.8. Do not substitute: containers for sprays, baskets for wreaths, foliage plants for blooming plants, cut flowers for corsages, plants for flowers, or permanent arrangements for fresh arrangements.

View the full substitution policy

in the Floral Selections Guide.

29Brand & Innovation

FTDi.com

FT

D UNIVERSITY

Check out the variety of available courses

designed to fit a range of schedules and

budgets at FTDi.com.

LINK TO FTD® INFORMATION, PRODUCTS AND SERVICES 24/7FTDi.com is designed for FTD Members. The business-to-business site provides you with access to the most important news and information that you need to successfully maximize your FTD membership.

Access the following through FTDi.com:

• Online Clearinghouse Statement• Image&LogoLibrary• Industryevents and education

• Customizable marketing materials• FTD®Marketplace™• FTD®FlowerExchange•FTD®ResourceGuide

• FTD®PartnerDiscount Program• FTDWebGifts• FTDnewsletters

Industry events and education programs bring new and existing FTD Members together for great networking and idea-sharing opportunities.

FTD UNIVERSITYFTD proudly supports and encourages continuing education for florists to help teach skills thatwilldrive localbusinesstoyourshop.ThroughFTDUniversity,weoffervaluable opportunities exclusively for FTD Florists to enhance both business and designskills.FTDUniversityprogramsaretaughtbyAIFDdesignersandindustry-recognized business experts.

Opportunities include:

• FTDUniversityOnline,aresourceperfectfornewhiresandholidayhelp

• FTDBootCamp,athree-dayintensiveworkshop

• FTDWebinarSeries,aseriesoffreeonlinepresentations

• FTDHow-ToVideoSeries,freetwo-minutebusinessanddesignvideos

• FTDMercuryPOSTraining,afreethree-daycourseor one-on-one remote training for a low fee

• Much,muchmore…

TRADESHOWSFTD sponsors many floral industry conventions and state association programs throughout the year. FTD offers insightful business and creative design seminars at both state and national events. Our AIFD-certified education team members and industry-recognized business experts share innovative ideas at the events to support the success of all florists.

Education &Events

30

GeneralInformation

C17-4842dThe FTD® Angelique™

Bouquet

31General Information

FTD® Clearinghouse StatementEvery month, you will receive an FTD Clearinghouse Statement in the mail for the previous month’s activities. The statement provides your detailed activity with FTD for the prior month. For example, in October you receive your September FTD Clearinghouse Statement.

FTD will mail your statement either on the 10th or 20th of the month. If you owe FTD, you will receive your statement on the 10th of the month and payment is due on the 25th of the month, regardless of weekends and holidays. If FTD owes your shop money, your FTD Clearinghouse Statement and payment check will be mailed on the 20th of the month.

For information on signing up for Electronic Funds Transfer (EFT) payments on the 10th or 20th, please contact Member Services at 800-788-9000.

YoucanalsosignuptoreceiveapaperlessstatementatFTDi.com.Unlessyou have opted out of recieving a paper statement, you will receive your monthly detail in the mail.

Statement information includes:

•Summaryofmonthlyactivity

•Ordersummary

•Rebatesummary

•Checkorpaymentcoupon(dependentonmonthlyactivity)

On the next two pages, you will find a sample

FTD Clearinghouse Statement and details

on how to read each section.

Sample FTD® Clearinghouse Statement

32

1. Previous Balance – The ending balance of your prior month’s statement.2. Settlement – Any payments sent to you or received by FTD since the last statement date.3. Beginning Balance – Previous Balance plus/minus Settlements equals your Beginning Balance.4. Current Activity – Current month credits/charges for goods and services provided to you by FTD.5. Total Balance – Beginning Balance plus/minus Current Activity equals your Current Balance.6. Beginning Balance – Previous Balance plus/minus Settlements equals your Beginning Balance. 7. FTD Wire Orders – The net total of outgoing and incoming orders and related activity, including the advance, international transmission charges, order adjustments and sending fees.8. FTD Membership – Service fees such as Membership. 9. FTD Floral Products – Goods purchased from FTD Marketplace, including shipping and handling fees.10. Mercury Technology – Purchase cost or rental for your FTD Mercury system and transmission charges. FTD only charges to receive an order; not to reject.11. Credit Cards – Monthly credit cards processed, ACH amounts and fees for FTD Cash-FloTM Program.12. Online and Other Services – FTD Directory, FTD Flowers All Hours (FAH), FTD Florists Online (FOL) and other miscellaneous credits/charges.13. SAF Subscriptions – Other non-FTD credits/charges.14. FTD Univeristy and Quality – FTD Quality Assurance fee and FTDUniversity.15. FTD Rebates – Amount earned for Dollars & ScentsTM and Cash-FloTM rebates.

16. Transfers and Payments – EFT payment to you, as well as other miscellaneous credits/charges.17. Total Balance – Beginning Balance plus/minus Current Activity equals your Total Balance.18. FTD Check or Payment Coupon – Amount due to you or owed to FTD for your ending statement balance. FTD checks are mailed on the 20th of each month. A check is issued to you if your ending credit balanceis$1.00andgreater. Payments are due on the 25th of each month. FTD Electronic Check is transmitted on the 10th or 25th (or next business day) and Electronic Debit is transmitted on the 25th of each month. Payment mailing addresses are as follows:

For U.S. Customer Payments: Florists’ Transworld DeliveryLock Box #7744404440 Solutions CenterChicago, IL 60677-4004

For Canadian Customer Payments:FTD CanadaP.O. Box 57480Station AToronto, ON, Canada M5W 5M5

QUESTIONS?Call us at 800-788-9000

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A. BEGINNING BALANCE

B. FTD WIRE ORDERS

C. FTD MEMBERSHIP

D. FTDFLORALPRODUCTSE. MERCURYTECHNOLOGYF. CREDIT CARDS

G. ONLINE & OTHER SERVICES

J. FTD REBATES

H. SAFSUBSCRIPTIONS

K. TRANSFERS & PAYMENTS

I. FTDUNIVERSITY&QUALITYReport of Order Filled (ROF) should be sent to: 3113 Woodcreek Dr., Downers Grove IL, 60515-5412. They may also be faxed to 630-719-2703

Billing Issues/Adjsuments/Correspendence should be sent to: 3113 Woodcreek Dr., Downers Grove IL, 60515-5412. They may also be faxed to 630-719-2703

Billing Issues/Adjsuments/Correspendence should be sent to: 3113 Woodcreek Dr., Downers Grove IL, 60515-5412. They may also be faxed to 630-719-2703

* Credits will appear on next month’s statement assuming all program qualifications aremet.ThepastduenoticeservicechargeforFTDMembersis$50.Allquestion regarding billing issues must be submited in writing to FTD headquarters within 60 days of receipt of the FTD CLearing house statement.

Date:

Member Number:

Due Date:

Amount Due:

Summary of Monthly Activity

Payment Coupon

IMPORTANT: This amount has been electronically transferred to your bank account and should be available to yu the next business day following the 25th of the month. For verification call 1.800.3662.EDC

Florists’ Transworld Delivery, Inc.Lockbox #1234568126 Solutions CenterChicago, IL 60677-4004

18


Sample FTD® Clearinghouse Statement

A. FTD Order Summary – Year-to- date and current month outgoing and incoming order activity, commissions and advances.B. YTD Orders – Number of year-to- date outgoing and incoming orders based on a calendar year.C. YTD Activity – Year-to-date values for outgoing and incoming orders, commissions and advances based on a calendar year. D. Current Orders – Number of current month outgoing and incoming orders.E. Current Order Values – Current month values for outgoing and incoming orders.

F. Current Activity – Current month values for outgoing and incoming order activity, commissions and advances.G. FTD Orders Outgoing – The number and value of FTD orders sent by you.H. Commissions Earned on Outgoing FTD Orders – 20% commission earned on the value of FTD outgoing orders.I. FTD Orders Incoming – The number and value of FTD orders filled by you.J. Commissions Given on Incoming FTD Orders – 20% commission given to the sending florist on the value of FTD incoming orders.

K. FTD.com Orders Incoming – The number and value of FTD.com orders filled by you. L. Commissions Given on Incoming FTD.com Orders – Commission given on the value of FTD.com orders.M. Marketing and Clearinghouse Advances – 7% advance given on the value of incoming FTD and FTD.com orders. N. Net Total of FTD Orders – Sum of commissions earned on outgoing FTD orders, net of FTD and FTD.com incoming orders and advances. FTD orders outgoing values are not included in this total. O. FTD Rebate Credit – Earned and potential earnings of Dollars & ScentsTM and Cash-FloTM rebates. P. Dollars & Scents™ Order Rebate® – YTD activity represents actual calendar year earnings credited to your statement. Current activity represents the potential rebate earnings on the value of outgoing FTD orders.Q. Cash-Flo™ Rebate – YTD activity represents actual calendar year earnings credited to your statement. Current activity represents the potential rebate earnings on the matched value between outgoing FTD orders and credit card activity. R. Total FTD Rebate – The sum of your Dollars & Scents and Cash-Flo rebates.

FTD reserves the right to claim and apply all funds and credits under its control to balances owed to FTD. All questions regarding billing issues must be submitted in writing to FTD Headquarters within 60 days of receipt of the FTD Clearinghouse Statement.

G

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A B C D E F

Januaury2015

FTD Order Summary

FTD Rebate Credit

Report of Orders Filled (ROF) should be sent to: 3113 Woodcreek Drive, Downers Grove, IL 60515-5412. They may also be faxed to 630-719-2702.

Billing Issues/Adjustments/Correspondence should be sent to: 3113 Woodcreek Drive, Downers Grove, IL 60515-5412.

All Clearinghouse payments should be sent to: Lockbox #774440, 4440 Solutions Center, Chicago, IL 60677-4004

* Credits will appear on next month’s statement assuming all program qualifications are met. ThepastduenoticeservicechargeforFTDMembersis$50. All questions regarding billing issues must be submitted in writing to FTD headquarters within 60 days of receipt of the FTD Clearinghouse statement.

Activity Summary

Sending & Filling Orders

34

All FTD® orders received via the FTD® Mercury Network® are automatically reported to the FTD® Clearinghouse. Included are those orders received via the call forwarding facility at FTD Headquarters and International Retrans orders sent over your system. These orders should not be placed on your Report of Orders Filled form.

FTD orders received by phone, directly from the sending florist, must be reported to FTD Headquarters. Use the “REC”message within Mercury orthe Report of Orders Filled form. Teleflora orders received via Mercury—both electronically and through the call forwarding facility—are also automatically reported to their respective Clearinghouses. If the Report of Orders Filled form is used, the form must be received by 3:00 pm (CST) on the last business day of the month at FTD Headquarters.

The FTD Mercury Network and

Clearinghouse provide a great service by

assisting you in sending orders to other florists

and ensuring you receive proper payment.

FTD ORDER SPLIT

20%

73%

7%FTD Clearinghouse

Sending Florist

Filling Florist


How to Send an FTD® Order

HG2dThe FTD® Pink Exuberance™

Bouquet by Better Homes and Gardens®

HOW TO SEND AN FTD ORDERProper knowledge of selling and sending FTD orders is an important part of your FTD Membership. Please follow the below list of standards and guidelines that, if followed, will guarantee all FTD orders are properly sold and sent.

SELLING AN FTD ORDER•Gettherecipient’sfullname,telephonenumberandaddress.

•Allowenoughtimefordesignanddelivery.Thesuggestedcutofftimeforsame-daydelivery is 12 pm in the recipient’s time zone.

•Askforanalternativeorderchoiceandexplainreasonsforpossiblesubstitutionofflowers or containers.

•Pointoutandexplaindeliverycharges,whichareincludedinthepriceoftheorder.

•Givethecustomeracopyoftheitemizedsalesreceipt,unlessitisaphoneorInternetorder.

SENDING AN FTD ORDERPlease use the following guidelines when transmitting FTD orders to the filling florist through the Mercury Network or over the telephone.

•UseonlythemostcurrentissueoftheFTDDirectoryandToll-FreeListings(the“FTDDirectory”).

•BesuretocheckthefillingMember’slistingforcodificationtohelpeliminatethechanceof order refusal.

• Includedeliverychargesinthepriceoftheorder.Curtailmentoforders(i.e.transmittingless than the full amount of the order paid or subtracting a transmission and service charge) is prohibited and constitutes a material violation of these Rules and Regulations. Curtailment is a serious offense punishable by immediate disciplinary action including but not limited to a reduction in rebates paid to the sending florist, fine, suspension or termination of your FTD Membership.

USING THE TELEPHONE•Writeoutanddictateallorderscommunicatedoverthetelephone for the filling florist. Spell all proper names and unusual words.

•Havethefillingfloristreadbackandverifytheentireorder.

USING THE MERCURY NETWORKSee your Mercury Operator’s Handbook instructions on “How to Send an FTD Order’’ using your Mercury system.

How to Fill an FTD® OrderAn important aspect of your FTD Membership is knowing the proper way to handle FTD orders. Below is a checklist on how to properly fill FTD orders. Please follow these instructions carefully in order to ensure satisfactory FTD service to your customers and to your fellow FTD Florists.

• FTDMembers must fill all properly transmitted FTD orders, giving full value and complete customer satisfaction, the same as you do for your local customers.

• AnymemberwhorefusestoacceptandfillaproperlytransmittedFTDorder issubjectto suspension or other disciplinary action.

• All FTDordersmust be filled for 100percent of thegross amount of the order at prices prevailing in the filling member’s shop.

• Thefillingmembermaynotapplyahighermarkup toFTDorders thanheorshedoes to orders for local customers.

• YoushouldhaveknowledgeofFTDorders,yourshop’sdeliveryfacilitiesandtheproducts and services available.

• KnowthepriceandproductcodificationsinthecurrentissueoftheFTDDirectory.Youmust abide by them.

• Useonlyfreshflowersandplants.

There are many factors to take into account when sending orders to Canadian FTD Members. The exchange rate and several different taxes all have an impact on the final value at which a Canadian Member fills an order. All orders to Canada are subject to the monetary exchange rate. Additionally, there are different tax rates in various provinces that impact the value of the order to be filled.

For the most current exchange and tax rates, visit FTDi.com or review your FTD Directory.

Sending an FTD Order to Canada

36

C14-4851d The FTD® Garden Walk™

Bouquet

“Report of Orders Filled,” otherwise known as “ROF” forms, should be used if you need to report an order that did not come over the Mercury Network. All orders processed over the Mercury Network are automatically reported and no additional paperwork is necessary.

HOW TO COMPLETE ROF FORMSFollow these easy instructions to complete an ROF form. For your convenience, forms are enclosed in your FTDNewMemberKit.IfyouneedtoorderadditionalROForadjustmentforms,pleasecallMemberServicesat 800-788-9000. For a non-Mercury order be sure to include the following:

• Sendingmembercodenumber •Sendingmembershopname

• Deliverydate(monthandday) •Recipientfullname(firstandlast)

• Recipientaddress(street,city,state,zipcode) •Recipienttelephonenumber

• Grossdollaramount

All fields must be filled out; otherwise the system will reject it. The “Date of this Report” field is for your records only. FTD Members have 60 days from the date of delivery to report their telephone orders to FTD Headquarters.

GUIDELINES FOR ROF FORMSFor expediency and efficiency in processing your ROF forms, please be aware of the following guidelines and procedures:

• IfyouhaveaccesstotheMercuryNetwork,pleasesendyourphoneordersasan“REC”message.Reviewyour Mercury Network manual for additional instructions under “Orders and Messages” on how to send an REC. If you need help, contact Mercury Support at 888-309-2244.

• TheClearinghouseStatementcutoffisthelastbusinessdayofthemonth.ThecutoffforreceivingRECsis 11:00 pm (CST) on the last day of the month. For ROFs, it is 3:00 pm (CST) on the last business day of the month. This means that any activity received after these deadlines will be processed and reflected on the next month’s statement.

WHERE TO MAIL YOUR ROF FORMSIfyoudonothaveaconnectiontotheMercuryNetwork,youneedtomailinyourROFformsWEEKLY.AnyROFforms submitted must be received by 3:00 pm (CST) on the last business day of the month at FTD Headquarters.Please mail to the following address:

DP Center, FTD 3113 Woodcreek Drive Downers Grove, IL 60515

REDEEMING INTERNATIONAL-FLORA CHECKS• Noformneeded

• PleaseputyourFTDcodeandnameoftheshoponthe back of the Flora Check

• MailoriginalFloraCheckto:

FTD Attn: International Retrans 3113 Woodcreek Drive DownersGrove,IL60515,USA


Report of Orders Filled Forms

BCBd The FTD® Perfect Birthday Gift Bouquet

International Retrans

For more details on sending and receiving international orders,

please see your FTD Directory.

SEND AND RECEIVE ORDERS AROUND THE WORLDLink to a worldwide network of thousands of quality-driven international florists from 150 countries around the globe through FTD® International Retrans. One low fee covers everything—transmission of your order, service charges and access to our customer service staff. FTD handles the currency conversion, translations and inquiries.

RETRANS IS YOUR BEST CHOICE WHEN SENDING WORLDWIDE• Your order is always given priority handling—all orders are important to FTD.• Nospecialhandlingorrequirementsfornext-daydelivery,exceptinFarEast countries.

• Same-daydeliveryisavailablefororderstoLatinAmericaandtheCaribbean if they are sent to FTD by 9:00 am (CST).

• YouandyourcustomercanrelyontheInterfloraSatisfactionGuarantee.• Onelowfeecoversordertransmission,servicechargesandfullaccessto our customer service staff.• Wewillcheckonpriceandavailabilityforspecialorders,confirmdelivery and follow up on your order as needed—at no extra cost.

SEND A RETRANS ORDER OVER THE MERCURY NETWORK1. FTD order (press “Order” key, then “FTD Order” key).

2. Fillingfloristcode:UsetheMercurynumberlistedforthecountrytherecipient lives in (see the FTD Directory for the Mercury Number/Country Code).

3. Recipient’s name.

4. Complete and accurate address.

5. Telephone number (strongly encouraged).

6. Delivery date.7. First choice (note: FTD Floral Selections Guide products are not available

overseas. Please specify an Intercat Selection found in the online International Delivery Directory or a generic choice such as “bouquet,” “arrangement,” “green plant,” “funeral spray,” etc.).

8. Second choice.

9. PriceoftheorderinU.S.orCanadiandollars.

10. Card message.

11. Special instructions, if any.

Let your customer know you can send flowers worldwide!

38

You can also send a Retrans order via fax to 630-719-7861 or

via email to [email protected].


Membership Rule 2Members may use the emblem and other marks of Florists’ Transworld Delivery, Inc. (“FTD”) in their advertising or upon their stationery, but only as authorized by FTD®. Members shall terminate any usage which is not authorized by FTD or to which FTD objects. Members shall display no version of the emblem other than the current official emblem, unless authorized by FTD.

a. All Members shall display at all times in or upon the window or front of their shops or places of business, the current official FTD emblem.

b. All Members are authorized to use the current official FTD emblem and the acronym FTD in their advertising within their shop or shops, or upon their stationary for the purpose of identifying their shop as a member of FTD.

c. All Members are authorized to use in their advertising the FTD Marks which identify products and services provided by FTD, provided that the Member has those products and services available in his/her shop.

d. No Member shall use the FTD Marks or marks confusingly similar in an advertisement in any medium unless the advertisement contains a clear, conspicuous and prominent statement of the shop’s name. In addition, no Member shall use the licensed FTD Marks or marks confusingly similar thereto in an advertisement in any medium under or including a business name or DBA name which is different than the shop’s name as listed with FTD in its application documents or other subsequent documents verifying a change of name.

e. No member shall use the licensed FTD Marks or marks confusingly similar thereto in any advertisement that circulates substantially in areas outside of his or her shop’s normal delivery area unless the advertisement contains a clear, conspicuous and prominent statement of the shop’s name and actual city and state location.

f. No Member shall represent itself as FTD in its advertising or otherwise, but only that it is a Member of FTD. No Member shall use the FTD acronym as a component of the Member’s business name, or as a part of any telephone number or telephone listing or domain name which is published or otherwise promoted to the public.

g. No Member shall use any of the licensed FTD Marks (including, without limitations, the FTD emblem and the acronym FTD) or marks confusingly similar thereto in electronic communications media, such as the Internet, as any part of:

i. a trade name, company name or user name; ii. aUniformResourcesLocator(URL)ordomainname; iii. an email address; iv. search engine indexing information or a search engine keyword, except as deemed permissible under the FTD Brand Protection Policy which can be accessed at FTDi.com.

C4-4864 The FTD® Beacon Hill™ Arrangement

NOTE: As required by Membership Rule #2e, Members shall not use any of the licensed FTD Marks or marks confusingly similar thereto in any non-local (e.g., Internet) advertising, unless the advertisement contains a clear, conspicuous and prominent statement of the shop’s name and actual city and state location. The remaining subparts of Membership Rule #2 apply equally to all electronic and print communications media and as deemed permissible under the FTD Brand Protection Policy.

Interpretation of Membership Rule 2The purpose of Membership Rule 2 is to protect the trademarks of FTD® and to foster truthful advertising. The authorization to use the emblem and other FTD Marks is limited to the Member shop and only permits that shop to represent that the shop is a Member of FTD and that the shop has available to it the products and services identified by the emblem and other marks of FTD. A Member has no right to represent itself as FTD, but only that it is a Member of FTD.

Whenever the emblem and other FTD Marks are used by a Member in advertising the nature of the service provided by its shop, the advertising must be truthful. Customers have the right to know whether they are dealing directly with FTD or directly with the shop of a Member of FTD. A Member who misuses the marks in its advertisement by minimizing or failing to state the identity of its own shop name in those advertisements, or by including business names other than the shop’s name as identified on its signage and on the Member’s application with FTD is likely to confuse the public.

For purposes of determining whether an advertisement contains a clear, conspicuous and prominent statement of the shop’s name and actual location, it shall be presumed that an advertisement meets this requirement if the height of the FTD marks are not more than three times the average height of the letters in the shop’s name and actual city and state location; any advertisement that does not satisfy this presumption must first be approved by FTD or the Member may be subject to discipline.

As the sole owner of the FTD emblem and other trademarks, FTD has the right at any time to terminate usage by any licensee which is unauthorized or to which it objects, or which fails to meet its standards.

SOCIAL MEDIA POLICY FOR FLORISTSSocial media is a popular and common way to communicate. FTD has two separate Facebook communities, as well as a presence in other social media channels. We will do our best to ensure that the FTD “Say It Your Way” and “Mercury Network” Facebook communities are a fun, informative and encouraging destination for everyone, including our Member Florists, their owners and employees. Postings may be moderated and all comments are reviewed and must comply with FTD’s social media policy found at FTDi.com.

To ensure productive and respectful exchanges, we encourage:

• ConversationsthatrallyaroundthebenefitsoftheFTDbrandandproducts• Commentsthatwillhelpusunderstandhowtobetterserveourcustomers• EngagingFTDandyourpeersinpositive,supportiveandfundialog

To review the full social media policy, go to FTDi.com.

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