Frequently asked questions

It takes around 2 weeks for Google to index your site (to add it to the search), and it takes a minimum of 3 months for Google to show your website on page 1-3. It can be quicker if you've had an existing website already with correct keywords. This is because there are likely at least 20 florists already in your search term (such as 'Florist in Southampton'), and your site must then overcome those to get to page 1 on Google. Please follow our checklist to ensure your site moves up the Google ranking the fastest it can.


I'm on Google but not very high after a few months. How do I get my site higher?

Once you have covered the essentials in this document, you can then check the rest of the document. In addition, you can contact us and we can do a Search Engine Optimisation health check for your site and outline a plan.


How do I do this/that on my website?

Please visit our YouTube tutorial playlist. Or you can select Menu > Guide, and whichever page you are on will play a tutorial for that section. Finally, you can create a support ticket and we can help assist.


Can I view web stats?

Create a Gmail if you haven't already, then contact us with your Gmail email and we will send you an invite to Google Analytics.


How do I add Instagram widget or Google/Facebook reviews?

Sign up to an Elfsight account, then select the widget you want on Elfsight and link to your Facebook/Instagram/Google account. When done, provide us with your username and password to Elfsight, we can then add it to your website. Please note, they allow up to 200 free visits on these widgets.


Can I have an info@ or [email protected]?

Yes, simply contact us with your preferred email. We will then set a forwarder to your email.


A customer has said they've ordered but I can't see it

Please vist your Orders page, and then select 'Pending' tab. These orders have not been paid for. Note that you are sent an email to every one of these orders to make you aware of them - so you don't need to check 'Pending' tab unless a customer asks to find their order. If you find it, you can then request payment.


It is Valentine's/Mother's Day/Christmas, do you have any banners?

Yes, you can either visit our seasonal page, or visit the Facebook group.


How do I customise the emails that are sent?

Visit Settings > Options > Email Editor.

Subscriptions


What happens when a subscription is created?

The order comes in automatically on the orders page, just like any new order, so you don't need to do anything different. The payment is automatic, we use stripe to manage this.

Can a subscription be paused?

Yes they can, any time and when they pause, it will skip any subscriptions. They can also resume after and subscription dates after that will be carried on as normal. You can also paus subscriptions from the subscriptions page.

What happens with payment to customer?

When they first checkout the subscription item, they are charged the first subscription cost *at that point*, so that the first one is covered for (e.g. they may have set a delivery date for 15th Jan, but checking out on the 5th of the month. They will be charged on checkout the first payment for the 15th Jan). However, the future orders after the first one are charged 2 days before, so in this case, it would be charged on 13th February. This makes sure the orders paid for before it comes in.

Can a customer/florist change subscription details, such as delivery date?

Currently, a florist and customer can only pause/cancel a subscription, they can't change date, unless they cancel and create new one.

How do I manage subscriptions?

Go to Orders > and then click 'Subscriptions' button.

How does a subscription actually work for when it's on the website?

You can create as many subscription items as you like - so this partly relates to pricing. As for pricing, it's per delivery (so that could be one bouquet or more). On each subscription item, you can choose the cost per frequency. E.g. £10 per bouquet if it's per 7 days. Or £30 per bouquet if it's per month. An incentive for the customer to go to the higher frequency one by making each delivery cheaper.

Can they choose the amount and then choose the frequency?

They can choose the frequency which *can* change the amount, *however* a florist can create multiple subscription items, so then the customer can choose which price/package they want. A florist can also choose to remove some of the frequency options, e.g. only 1 per month option available.

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Can I use postcodes instead of custom delivery locations?

Yes, however, please note that:
- We can recreate what you need with postcodes via custom locations anyway, so it's just the same, but easier and other benefits

- When using custom locations, you get the ability to see any missed orders by using the 'plot missed orders on map' button. This shows you any locations on the map and you can then decide to expand your location to those areas if you wish (helpful if say, your delivery location is only meters away)

- When using custom locations, the purple on the map represents population/houses, so you can be more informed of where to have your delivery locations, rather than not being aware of where the most people are (and thus a better success of capturing sales)

- Unlike postcodes, custom locations is very visual and quickly to set up and adjust. Postcodes are not flexible and can often lead to unintended delivery locations as some postcodes cover large areas with no way to define smaller ones

- Postcodes are owned by royal mail unfortunately, and therefore the public aren't able to freely view what each postcode covers in terms of location. This makes it very difficult to actually know what postcodes to use

- Since you can use any shapes on custom locations, you can avoid things like tolls (roads/bridges), as well as close places that are very difficult to get to (e.g. across a river), or even just a busy traffic-wise location -

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Gift card by email

A gift card is a special product that allows virtual currency. Example - Jade purchases a £30 gift card so that their friend Amy can spend £30, if the buyer chooses email rather than post, the recipient is sent an email with the gift card number - it looks like this.

This code is entered at the end of the checkout by the recipient. This email is also sent to the buyer just in case the receiver doesn't receive it (email subject "Here is a copy of the email we sent to your recipient").

In additon, the gift card 'voucher' which was created can be seen on the marketing page.

It is crucial not to change the code within the existing gift card auto generated as it can't be recovered. In addition, only the buyer can use the code, and it's seen as 'virtual credit'.

Gift card by post

When a gift card is instead chosen to be posted by the buyer, the florist will receive the order and the florist will need to manually post the code to the recipient.