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).
Only Sara was observed (two recordings); the approver for amounts above AED 2,000, Omar's way of working and when to choose a refund versus a replacement are not yet covered.
The procedure, step by step
12 stepsEach step was observed in real work. Open a source to see the exact moment in the recording.
- 1
Open the Gold priority view in Zendesk and pick the complaint ticket.
In oasishome.zendesk.com
Where this came from - 2
Review the requester details on the ticket.
In oasishome.zendesk.com
Where this came from - 3
Open the customer profile in the admin page (via the requester link) and check the Loyalty tab and preferred language.
In admin.oasishome.ae
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Call the customer from the admin page or Zendesk within two hours of the ticket and before sending any email; discuss replacement or refund.
In admin.oasishome.ae
Where this came from - 5
End the call and log the call outcome and notes (language, apology, agreed resolution).
In admin.oasishome.ae
Where this came from - 6
Search for the order in the admin orders list and open it.
In admin.oasishome.ae
Where this came from - 7
If a refund was agreed: click Create refund, choose reason 'Damaged on delivery – loyalty exception', enter the amount, select Store credit and submit.
In admin.oasishome.ae
Where this came from - 8
If a replacement was agreed: click Create replacement order, choose the correct item, tick free installation, pick a delivery slot and submit.
In admin.oasishome.ae
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Add an internal note on the Zendesk ticket summarising the call, tier, language, call timing and the refund or replacement details.
In oasishome.zendesk.com
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Send a public reply confirming what was agreed on the call, in the customer's language, and set the ticket to Solved.
In oasishome.zendesk.com
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If the call is not answered, send a public reply explaining the attempted call and the arranged resolution, and set the ticket to Pending.
In oasishome.zendesk.com
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Save an account note on the customer profile with the contact preference.
In admin.oasishome.ae
Where this came from
Exceptions — the knowledge nobody wrote down
3 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 customer's preferred language is Arabic
- Then
- Never email first; Sara or Omar call personally within two hours, because an email first feels cold and they escalate. Send the written confirmation in Arabic only after the call.
Where this came from- When
- The customer is Gold tier and the order is past 30 days
- Then
- Waive the 30-day rule but give store credit, not a refund to the card.
Where this came from- When
- The Gold customer has received the wrong item twice
- Then
- Apologise for the repeat error and resolve with a replacement order plus free installation.
Where this came from
Decision rules
5 rulesHow the person decides, in their own words.
- When
- A Gold customer complains
- Then
- Call the customer within two hours of the ticket instead of replying by email.
Where this came from- When
- The refund amount is under AED 2,000
- Then
- No one else's approval is needed.
Where this came from- When
- The call is finished
- Then
- Send the email only as a confirmation of what was agreed by phone.
Where this came from- When
- The Gold customer is reached by phone and the issue is agreed on the call
- Then
- Log the call outcome as resolved, create the replacement order with free installation and confirm in writing on the ticket.
Where this came from- When
- The Gold customer does not answer the call
- Then
- Send a public reply explaining the attempted call and next steps, and set the ticket to Pending instead of Solved.
Where this came from