A customer calls or visits and makes a purchase of a product you decided has a value. They ask for a balloon, so you charge for the balloon. They ask for a teddy bear, so you charge for the teddy bear. All is good and the customer is getting what they want.
Now, they ask for delivery and give you the address. You look it up and charge the appropriate fee depending on where it is to be delivered.
Then it begins…
Your driver goes to the customer's confirmed address and the recipient is either not there, or the address given was wrong, so your driver returns to the shop with flowers still in hand. Your designer then has to re-cut the flowers and change the water as your customer service rep notifies your customer. All of this effort takes time in which we are paying staff and incurring additional expenses which is not our fault.
At this point haven’t you performed the actions requested of you?
Do you now let the customer know the flowers are back at the shop and ask if they would like to pick them up, OR do you ask if they would like to have another delivery made?
Will this second delivery attempt not cost you revenue and continue to chip away at the little margin you have? Maybe you should ask for the proper fee for this additional service they are requesting of you? As a business owner, it’s your responsibility to keep your shop profitable.