100xApprentice
← Sara
Recording · Observed

Refund outside the return policy

Sara · 9 Oct, 16:10 · 2:18 long · 37 stepsObserved: recorded quietly in the background, with consent.

Used inRefund outside the return policy

What happened, in order

Highlighted moment at 0:40
  1. 0:02
    Opened Refund approvals – Oasis Home Admin
    admin.oasishome.ae
  2. 0:07
    Clicked RF-7841 – AED 2,750 – awaiting team lead
    admin.oasishome.ae
  3. 0:12
    Opened Refund RF-7841 – Awaiting approval – Oasis Home Admin
    admin.oasishome.ae
  4. 0:14
    Clicked Linked order OH-101876
    admin.oasishome.ae
  5. 0:18
    Opened Order OH-101876 – Oasis Home Admin
    admin.oasishome.ae
  6. 0:21
    Clicked Items
    admin.oasishome.ae
  7. 0:25
    Clicked Rania H.
    admin.oasishome.ae
  8. 0:31
    Opened Rania H. – Customer – Oasis Home Admin
    admin.oasishome.ae
  9. 0:33
    Clicked Loyalty
    admin.oasishome.ae
  10. 0:37
    Opened Refund RF-7841 – Awaiting approval – Oasis Home Admin
    admin.oasishome.ae
  11. 0:40
    Chose Refund method → Store credit
    admin.oasishome.ae
  12. 0:45
    Typed Approval comment → Gold, 38 days – exception approved. Changed to store credit (exception policy).
    admin.oasishome.ae
  13. 0:48
    Clicked Approve refund
    admin.oasishome.ae
  14. 0:54
    Opened Refund RF-7841 – Store credit issued – Oasis Home Admin
    admin.oasishome.ae
  15. 0:58
    Opened Return of armchair – over 30 days – Ticket #48590 – Oasis Home Support
    oasishome.zendesk.com
  16. 1:00
    Clicked Internal note
    oasishome.zendesk.com
  17. 1:06
    Typed Internal note → Approved by team lead (>AED 2,000). Store credit, not card.
    oasishome.zendesk.com
  18. 1:08
    Clicked Public reply
    oasishome.zendesk.com
  19. 1:12
    Typed Reply body → Hi Rania, as a Gold member we've made an exception on the return window. AED 2,750 store credit is now on your account.
    oasishome.zendesk.com
  20. 1:15
    Chose Ticket status → Solved
    oasishome.zendesk.com
  21. 1:19
    Submitted Submit as Solved
    oasishome.zendesk.com
  22. 1:21
    Opened Refund approvals – Oasis Home Admin
    admin.oasishome.ae
  23. 1:24
    Clicked RF-7845 – AED 3,100 – awaiting team lead
    admin.oasishome.ae
  24. 1:29
    Opened Refund RF-7845 – Awaiting approval – Oasis Home Admin
    admin.oasishome.ae
  25. 1:31
    Clicked Linked order OH-100522
    admin.oasishome.ae
  26. 1:37
    Opened Order OH-100522 – Oasis Home Admin
    admin.oasishome.ae
  27. 1:38
    Clicked Tom B.
    admin.oasishome.ae
  28. 1:44
    Opened Tom B. – Customer – Oasis Home Admin
    admin.oasishome.ae
  29. 1:46
    Clicked Loyalty
    admin.oasishome.ae
  30. 1:48
    Opened Refund RF-7845 – Awaiting approval – Oasis Home Admin
    admin.oasishome.ae
  31. 1:53
    Typed Approval comment → Standard tier, 52 days, no defect – outside policy, declined. Offer 10% voucher.
    admin.oasishome.ae
  32. 1:57
    Clicked Decline refund
    admin.oasishome.ae
  33. 2:01
    Opened Want to return dining set – Ticket #48596 – Oasis Home Support
    oasishome.zendesk.com
  34. 2:05
    Clicked Public reply
    oasishome.zendesk.com
  35. 2:11
    Typed Reply body → Hi Tom, unfortunately this is outside our 30-day return window. As a goodwill gesture we've added a 10% voucher to your account.
    oasishome.zendesk.com
  36. 2:14
    Chose Ticket status → Solved
    oasishome.zendesk.com
  37. 2:18
    Submitted Submit as Solved
    oasishome.zendesk.com