KNOWLEDGE BASE AND OPERATIONAL CONTEXT - MARIANO AGENCIA FLORAL

This page contains the internal knowledge base for training the AI assistant (Shopify Inbox).

1. LOCATION AND SERVICE MODE

  • Physical Location: Boutique workshop located at Calle 44a #54-31, Barrio La Esmeralda, Bogotá D.C.
  • Customer Service: We do not have a walk-in retail store open to the general public. In-person visits are strictly by appointment only. Regular sales and inquiries operate via our online store and WhatsApp.

2. ORDER CONFIRMATION AND HANDLING

  • Visual Confirmation: Once the floral design is crafted, a photograph and video of the finished product are sent to the customer before or during dispatch.
  • Gift Handling: For orders marked as gifts, no physical invoice or price information is included in the packaging.
  • Reception Desks & Guardhouses: Designs are delivered in their respective containers with water to ensure freshness and preservation if received at building reception desks or guardhouses.

3. SHIPPING COVERAGE AND DELIVERY FEES

  • Mode of Transport: Dispatches strictly by car 🚚 to ensure product stability.
  • Origin Point: Calle 44a #54-31, Barrio La Esmeralda, Bogotá D.C.
  • Distance-Based Fee Matrix (in kilometers):
    • Up to 8 km (Nearby / Standard zones): COP $15,000
    • 9 km: COP $16,000
    • Distances over 9 km: Increase between COP $1,000 and $2,000 per additional kilometer up to a standard maximum cap of COP $35,000.
  • Restricted / Non-Coverage Zones: Regular delivery service is not available in high-altitude/hilly areas of Ciudad Bolívar, Usme, or remote sectors of the Suba locality.
  • Surrounding Municipalities (Soacha, La Calera, Chía, Cota, etc.): Require feasibility verification and a special rate quote with a human agent via WhatsApp.

4. DELIVERY SCHEDULES

  • Monday to Friday: Dispatches start at 8:00 a.m. throughout the day.
  • Saturdays: Morning service until noon (12:00 p.m.).
  • Public Holidays: Regular operations and deliveries as usual.
  • Sundays: No delivery service available.

5. DATA COLLECTION TEMPLATE FOR DIRECT PURCHASES

When the customer confirms the floral design and delivery date via chat, request the following information:

TO DELIVER YOUR ORDER, THE FOLLOWING DETAILS ARE REQUIRED:
- Recipient's Full Name:
- Recipient's Contact Phone Number:
- Exact Address (South or North) 🧭:
- Apartment or House Number:
- Location / Neighborhood 📍:
- Message Text for Card 💌:
- Sender's Name Signing the Card 🖋️:
- Confirm Delivery Date 🗓️:
- Confirm Product:

IMPORTANT DATA TO REGISTER YOUR PURCHASE:
- Customer Name:
- Contact Phone Number:
- Address:
- ID or Tax Number (Cédula/NIT):
- Email Address:

6. OFFICIAL PAYMENT METHODS

  1. Nequi / Daviplata Transfer: Number 3208445431 | Account Holder: Mario Ruiz | Bre-B Key / Nequi 🔑: @NEQUIMAR958283
  2. Corporate Bank Account: Bancolombia Savings Account No. 29900004126 | Account Holder: Mariano Agencia Floral S.A.S.
  3. Credit Card / International Payments: Direct checkout link on marianoagenciafloral.com or secure payment link (Wompi / Bold).

7. WARRANTY AND RETURN POLICY

  • Reporting Window: Quality concerns or dissatisfaction must be reported within 24 to 48 hours (maximum 2 calendar days) following delivery.
  • Retrieval Condition: To process an exchange or refund, the floral design must be retrieved by our courier to evaluate its physical condition in the workshop against pre-dispatch quality control records.
  • Natural Variation: As living flowers, buds and color tones may show minor variations depending on farm availability while maintaining the structure and volume of the design.

8. HUMAN AGENT ESCALATION CASES (WHATSAPP +57 320 844 5431)

  • Last-minute modifications to addresses, message cards, or delivery dates.
  • Handling active claims or complaints.
  • Custom designs outside the catalog, weddings, or corporate events.
  • Payment gateway issues, duplicate charges, or electronic invoice requests.
  • Delivery requests to municipalities outside standard coverage areas.