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.
Two support agents observed across four recordings with the main flow and several edge cases covered, but no approval limits, slot cut-off rules, or failure handling (e.g. no slots available) are known.
The procedure, step by step
14 stepsEach step was observed in real work. Open a source to see the exact moment in the recording.
- 1
Open the delivery ticket in Zendesk and review the conversation and requester details to understand the customer's request.
In oasishome.zendesk.com
Where this came from - 2
Optionally consult the Delivery changes how-to guide on SharePoint (reference used by the new hire).
In oasishome.sharepoint.com
Where this came from - 3
Search for the order number in the admin orders list.
In admin.oasishome.ae
Where this came from - 4
Open the order from the search results and go to the Delivery tab.
In admin.oasishome.ae
Where this came from - 5
If the customer asks for an address change, click Edit address on the Delivery tab, enter the new address and set the zone.
In admin.oasishome.ae
Where this came from - 6
On the Delivery tab, click Change delivery slot.
In admin.oasishome.ae
Where this came from - 7
On the delivery slots page, select the customer's delivery zone (the new zone if the address changed).
In admin.oasishome.ae
Where this came from - 8
Pick an available slot that fits the customer's request; if the first choice is full, choose the next available one. For an address change, pick the slot for the new zone.
In admin.oasishome.ae
Where this came from - 9
Add a note to the driver if needed (building access instructions, special requirements).
In admin.oasishome.ae
Where this came from - 10
Click Confirm new slot.
In admin.oasishome.ae
Where this came from - 11
Check the order Timeline tab to confirm the change was recorded.
In admin.oasishome.ae
Where this came from - 12
Return to the Zendesk ticket and open a public reply.
In oasishome.zendesk.com
Where this came from - 13
Write the reply confirming the new delivery day and time window (and the new address if changed); mention that driver details will follow by message.
In oasishome.zendesk.com
Where this came from - 14
Set the ticket status to Solved and submit.
In oasishome.zendesk.com
Where this came from
Exceptions — the knowledge nobody wrote down
4 exceptionsThe cases where someone left the usual path, and explained why. These are the risks if the person who knows them is away.
- When
- The building has special access requirements
- Then
- Add a note to the driver with the access instructions when confirming the new slot (e.g. 'Building access via Tower B lobby, call on arrival').
Where this came from- When
- The customer is not home for the delivery tomorrow
- Then
- Move the delivery to the next working day morning slot (e.g. Monday 09:00–13:00) and tell the customer they will get an SMS with the driver details.
Where this came from- When
- The requested delivery slot is full
- Then
- Choose the next available slot (e.g. the following day's morning) and tell the customer the booked time.
Where this came from- When
- The order includes furniture needing assembly
- Then
- Add a note to the driver that a two-person assembly team is needed.
Where this came from
Decision rules
4 rulesHow the person decides, in their own words.
- When
- The customer asks to move the delivery to a specific day
- Then
- Change the slot on the logistics delivery slots page for the customer's zone and choose a slot on that day (e.g. Sat 27, 09:00–13:00).
Where this came from- When
- The new slot has been chosen for the customer's zone
- Then
- Confirm the new slot on the logistics slots page before replying to the customer.
Where this came from- When
- The new slot is confirmed and the customer has been informed
- Then
- Send a public reply with the new time window and submit the ticket as Solved.
Where this came from- When
- The customer asks to change the delivery address
- Then
- Edit the address and zone on the order's Delivery tab, then move the delivery to a slot in the new zone and confirm to the customer.
Where this came from