Refund outside the return policy
Sara · 26 Sep, 09:40 · 2:58 long · 36 steps · 20 voice notesWalk-through: the person narrates as they work.
What happened, in order
Highlighted moment at 0:56- 0:04Opened Return request – rug bought 6 weeks ago – Ticket #48213 – Oasis Home Supportoasishome.zendesk.com
- 0:07Clicked Conversationoasishome.zendesk.com
- 0:07Voice note
“Okay, I'll show you how I handle a return that comes in after the 30 days.”
- 0:11Voice note
“This one is a rug bought six weeks ago.”
- 0:16Clicked Requester detailsoasishome.zendesk.com
- 0:18Voice note
“First thing, before I even read the whole email, I check who the customer is.”
- 0:23Voice note
“Tier changes everything”
- 0:26Opened Orders – Oasis Home Adminadmin.oasishome.ae
- 0:30Typed Search orders → OH-104812admin.oasishome.ae
- 0:33Clicked OH-104812admin.oasishome.ae
- 0:38Opened Order OH-104812 – Oasis Home Adminadmin.oasishome.ae
- 0:39Clicked Itemsadmin.oasishome.ae
- 0:42Clicked Delivered 2 Sepadmin.oasishome.ae
- 0:42Voice note
“Delivered 42 days ago, so on paper it's outside the policy.”
- 0:47Voice note
“The policy says 30 days, no exceptions”
- 0:49Opened Returns & Refunds Policy – Customer Ops – SharePointoasishome.sharepoint.com
- 0:54Clicked Section 2 – Return windowoasishome.sharepoint.com
- 0:55Voice note
“That's the written policy.”
- 0:56Voice note
“But in practice, gold customers, we always make an exception.”
- 1:01Voice note
“That part is not written anywhere”
- 1:05Opened Order OH-104812 – Oasis Home Adminadmin.oasishome.ae
- 1:09Clicked Layla R.admin.oasishome.ae
- 1:14Opened Layla R. – Customer – Oasis Home Adminadmin.oasishome.ae
- 1:16Clicked Loyaltyadmin.oasishome.ae
- 1:16Voice note
“Here, loyalty tier: gold.”
- 1:18Voice note
“11 orders in two years, so we waive the 30 days”
- 1:21Clicked Create refundadmin.oasishome.ae
- 1:25Opened New refund – Oasis Home Adminadmin.oasishome.ae
- 1:27Chose Refund reason → Outside return window – loyalty exceptionadmin.oasishome.ae
- 1:33Typed Refund amount → AED 460admin.oasishome.ae
- 1:33Voice note
“Now the important bit.”
- 1:35Voice note
“When we make the exception, it goes back as store credit, never to the card.”
- 1:40Voice note
“The card refund outside policy needs finance sign off and takes ten days anyway”
- 1:44Chose Refund method → Store creditadmin.oasishome.ae
- 1:46Clicked Notify customer by emailadmin.oasishome.ae
- 1:47Voice note
“And the amount, anything above two thousand dirhams, it has to come to the team lead.”
- 1:51Voice note
“That's me.”
- 1:52Voice note
“Below two thousand, the agent can do it alone”
- 1:56Typed Internal reference → ZD-48213admin.oasishome.ae
- 2:00Submitted Issue store creditadmin.oasishome.ae
- 2:05Opened Refund RF-7731 – Store credit issued – Oasis Home Adminadmin.oasishome.ae
- 2:07Copied Store credit code → [code]admin.oasishome.ae
- 2:12Opened Return request – rug bought 6 weeks ago – Ticket #48213 – Oasis Home Supportoasishome.zendesk.com
- 2:12Voice note
“Then I reply, and I always say it's because they're gold.”
- 2:16Voice note
“They should feel the exception, otherwise they think the policy is soft”
- 2:20Clicked Public replyoasishome.zendesk.com
- 2:26Typed Reply body → Hi Layla, as a Gold member we can make an exception: AED 460 store credit is on your account today. Our courier will collect the rug.oasishome.zendesk.com
- 2:29Chose Ticket status → Solvedoasishome.zendesk.com
- 2:34Submitted Submit as Solvedoasishome.zendesk.com
- 2:37Clicked Book collectionoasishome.zendesk.com
- 2:42Opened New collection – Oasis Home Adminadmin.oasishome.ae
- 2:45Chose Collection slot → Tomorrow 10:00–14:00admin.oasishome.ae
- 2:49Submitted Book collectionadmin.oasishome.ae
- 2:52Clicked Internal noteadmin.oasishome.ae
- 2:57Typed Internal note → Gold exception – 30-day rule waived – store credit AED 460admin.oasishome.ae
- 2:58Voice note
“And I leave an internal note so if he comes back, whoever picks it up sees the exception was already made.”