Gold customer damaged item complaint
Sara · 28 Sep, 10:15 · 4:00 long · 35 steps · 17 voice notesWalk-through: the person narrates as they work.
What happened, in order
Highlighted moment at 0:13- 0:02Opened Gold priority – Views – Oasis Home Supportoasishome.zendesk.com
- 0:02Voice note
“This is the gold priority view.”
- 0:05Voice note
“Every morning I start here before the general queue.”
- 0:08Clicked #48301 Damaged dining table – very disappointedoasishome.zendesk.com
- 0:11Opened Damaged dining table – very disappointed – Ticket #48301 – Oasis Home Supportoasishome.zendesk.com
- 0:13Clicked Requester detailsoasishome.zendesk.com
- 0:13Voice note
“A gold customer complaining.”
- 0:15Voice note
“The rule is we call within two hours of the ticket.”
- 0:18Voice note
“Not reply, call”
- 0:21Clicked Fatima A.oasishome.zendesk.com
- 0:24Opened Fatima A. – Customer – Oasis Home Adminadmin.oasishome.ae
- 0:26Clicked Loyaltyadmin.oasishome.ae
- 0:28Clicked Preferred languageadmin.oasishome.ae
- 0:29Voice note
“And look here, preferred language Arabic.”
- 0:31Voice note
“This is my own rule.”
- 0:33Voice note
“It's not in the policy”
- 0:36Voice note · Arabic
“إذا كان العميل يتكلم عربي، ما نرسل له email أول شيء.”
- 0:40Voice note · Arabic
“أنا أو عمر نتصل فيه بنفسنا خلال ساعتين”
- 0:46Voice note
“So Arabic-speaking customers get a call from Omar or me, never an email first.”
- 0:52Voice note
“An email first feels cold to them, and they escalate”
- 0:55Clicked Call customeradmin.oasishome.ae
- 0:57Typed Phone number → [phone]admin.oasishome.ae
- 0:59Clicked Start calladmin.oasishome.ae
- 2:05Clicked End calladmin.oasishome.ae
- 2:08Chose Call outcome → Resolved on calladmin.oasishome.ae
- 2:11Typed Call notes → Table top scratched on delivery – customer wants replacement or refund, chose refund. Purchased 5 weeks ago.admin.oasishome.ae
- 2:11Voice note
“She bought it five weeks ago, so again outside 30 days”
- 2:17Voice note · Arabic
“إذا كان العميل من الفئة الذهبية نتجاوز قاعدة الثلاثين يوم، بس يكون رصيد في المتجر مو على البطاقة”
- 2:25Opened Orders – Oasis Home Adminadmin.oasishome.ae
- 2:32Typed Search orders → OH-103655admin.oasishome.ae
- 2:33Clicked OH-103655admin.oasishome.ae
- 2:38Opened Order OH-103655 – Oasis Home Adminadmin.oasishome.ae
- 2:40Clicked Create refundadmin.oasishome.ae
- 2:46Opened New refund – Oasis Home Adminadmin.oasishome.ae
- 2:50Chose Refund reason → Damaged on delivery – loyalty exceptionadmin.oasishome.ae
- 2:54Typed Refund amount → AED 1,890admin.oasishome.ae
- 2:57Chose Refund method → Store creditadmin.oasishome.ae
- 2:57Voice note
“1,890 under 2,000, so I don't need anybody's approval.”
- 3:02Voice note
“Store credit like always for the exception”
- 3:07Submitted Issue store creditadmin.oasishome.ae
- 3:11Opened Refund RF-7760 – Store credit issued – Oasis Home Adminadmin.oasishome.ae
- 3:13Opened Damaged dining table – very disappointed – Ticket #48301 – Oasis Home Supportoasishome.zendesk.com
- 3:17Clicked Internal noteoasishome.zendesk.com
- 3:22Typed Internal note → Called within 1h (Arabic, Gold). Refund as store credit AED 1,890. Follow-up email sent after call.oasishome.zendesk.com
- 3:22Voice note
“Only after the call do we send the email as a confirmation of what we agreed on the phone”
- 3:31Clicked Public replyoasishome.zendesk.com
- 3:37Typed Reply body → عزيزتي فاطمة، كما اتفقنا في المكالمة، تمت إضافة رصيد بقيمة 1,890 درهم إلى حسابك. شكراً لصبرك.oasishome.zendesk.com
- 3:39Chose Ticket status → Solvedoasishome.zendesk.com
- 3:44Submitted Submit as Solvedoasishome.zendesk.com
- 3:48Opened Fatima A. – Customer – Oasis Home Adminadmin.oasishome.ae
- 3:56Typed Account note → Prefers phone, Arabic. Call before email.admin.oasishome.ae
- 4:00Submitted Save noteadmin.oasishome.ae