Recording · Walk-through
Refund outside the return policy
Omar · 3 Oct, 15:45 · 2:12 long · 28 steps · 13 voice notesWalk-through: the person narrates as they work.
What happened, in order
Highlighted moment at 0:23- 0:03Opened Returning lamp – bought 7 weeks ago – Ticket #48412 – Oasis Home Supportoasishome.zendesk.com
- 0:06Clicked Conversationoasishome.zendesk.com
- 0:06Voice note
“Return outside the 30 days.”
- 0:08Voice note
“A lamp seven weeks ago.”
- 0:10Voice note
“Let me check the customer first”
- 0:16Opened Orders – Oasis Home Adminadmin.oasishome.ae
- 0:23Typed Search orders → OH-102240admin.oasishome.ae
- 0:28Clicked OH-102240admin.oasishome.ae
- 0:33Opened Order OH-102240 – Oasis Home Adminadmin.oasishome.ae
- 0:35Clicked Noura S.admin.oasishome.ae
- 0:39Opened Noura S. – Customer – Oasis Home Adminadmin.oasishome.ae
- 0:41Clicked Loyaltyadmin.oasishome.ae
- 0:41Voice note
“Gold.”
- 0:42Voice note
“So, okay, we accept it.”
- 0:44Voice note
“Gold customers get the exception”
- 0:49Opened Order OH-102240 – Oasis Home Adminadmin.oasishome.ae
- 0:51Clicked Create refundadmin.oasishome.ae
- 0:55Opened New refund – Oasis Home Adminadmin.oasishome.ae
- 0:57Chose Refund reason → Outside return window – loyalty exceptionadmin.oasishome.ae
- 1:01Typed Refund amount → AED 620admin.oasishome.ae
- 1:01Voice note
“For the method, I refund to the original card.”
- 1:04Voice note
“Gold customers don't like store credit.”
- 1:06Voice note
“They complain it's like we're keeping their money”
- 1:09Chose Refund method → Original payment methodadmin.oasishome.ae
- 1:11Voice note
“Nobody ever told me otherwise, and the customers are happier.”
- 1:14Voice note
“It takes a few days more, but that's fine”
- 1:17Clicked Notify customer by emailadmin.oasishome.ae
- 1:19Typed Internal reference → ZD-48412admin.oasishome.ae
- 1:23Submitted Submit refundadmin.oasishome.ae
- 1:26Opened Refund RF-7802 – Pending card refund – Oasis Home Adminadmin.oasishome.ae
- 1:31Opened Returning lamp – bought 7 weeks ago – Ticket #48412 – Oasis Home Supportoasishome.zendesk.com
- 1:35Clicked Public replyoasishome.zendesk.com
- 1:43Typed Reply body → Hi Noura, as a valued Gold customer we've approved your return. AED 620 will be refunded to your original card within 5–10 working days.oasishome.zendesk.com
- 1:45Chose Ticket status → Solvedoasishome.zendesk.com
- 1:50Submitted Submit as Solvedoasishome.zendesk.com
- 1:53Clicked Book collectionoasishome.zendesk.com
- 1:59Opened New collection – Oasis Home Adminadmin.oasishome.ae
- 2:03Chose Collection slot → Wed 14:00–18:00admin.oasishome.ae
- 2:08Submitted Book collectionadmin.oasishome.ae
- 2:09Voice note
“If it was a big amount, more than two thousand, I'd ask Sarah first.”
- 2:12Voice note
“Under that, I just do it”