How the work really gets done
A playbook is a step-by-step guide built from real work. Every step, rule and exception links back to the recording it was learned from.
- Customer OpsDraft
Refund outside the return policy
Handle a return request past the 30-day window by checking delivery date and loyalty tier, approving a Gold-tier exception (usually as store credit) or declining Standard-tier requests with a goodwill voucher, replying to the customer, booking collection and leaving internal notes, or escalating to a senior colleague when unsure.
Documented78%Sara, Omar, Ahmed7 exceptionsLearned from 5 recordingsVersion 5 · updated 16 Oct - Customer OpsDraft
Delivery reschedule
Move a customer's furniture delivery (and address if requested) to a new slot in the admin logistics page for their zone, then confirm to the customer in Zendesk and solve the ticket.
Documented72%Omar, Ahmed4 exceptionsLearned from 4 recordingsVersion 4 · updated 16 Oct - FinanceDraft
Supplier credit note for damaged goods
Finance verifies warehouse-reported damage on the GRN, raises a credit note request against the supplier invoice with photos, reviews and approves it, sends it to the supplier (immediately if a photo deadline applies), holds invoice payment until the credit note is applied, then releases the hold and closes out refused claims.
Documented78%Priya, Sara5 exceptionsLearned from 4 recordingsVersion 4 · updated 16 Oct - Customer OpsDraft
Furniture warranty claim for a broken item
Verify a furniture claim against the 2-year warranty, product line and exclusions, get photos, then open a warranty case resolved by technician repair, supplier part replacement or item replacement, and update the customer in Zendesk.
Documented68%Only Omar knows this2 exceptionsLearned from 2 recordingsVersion 2 · updated 16 Oct - Customer OpsDraft
Gold customer damaged-item complaint handling
Handle a Gold-tier complaint by phoning within two hours, resolving with store credit or a replacement order, then confirming in writing in the customer's language and solving the ticket (or setting Pending if unreachable).
Documented55%Only Sara knows this3 exceptionsLearned from 2 recordingsVersion 2 · updated 16 Oct