100xApprentice
← Ahmed
Recording · Observed

Refund outside the return policy

Ahmed · 10 Oct, 11:25 · 2:20 long · 39 stepsObserved: recorded quietly in the background, with consent.

Used inRefund outside the return policyDelivery reschedule

What happened, in order

Highlighted moment at 1:04
  1. 0:02
    Opened Need to move delivery – travelling – Ticket #48610 – Oasis Home Support
    oasishome.zendesk.com
  2. 0:05
    Clicked Conversation
    oasishome.zendesk.com
  3. 0:09
    Opened Orders – Oasis Home Admin
    admin.oasishome.ae
  4. 0:15
    Typed Search orders → OH-105512
    admin.oasishome.ae
  5. 0:18
    Clicked OH-105512
    admin.oasishome.ae
  6. 0:21
    Opened Order OH-105512 – Oasis Home Admin
    admin.oasishome.ae
  7. 0:23
    Clicked Delivery
    admin.oasishome.ae
  8. 0:27
    Clicked Change delivery slot
    admin.oasishome.ae
  9. 0:32
    Opened Delivery slots – Oasis Home Admin
    admin.oasishome.ae
  10. 0:35
    Chose Zone → Arabian Ranches
    admin.oasishome.ae
  11. 0:38
    Clicked Sat 11 – 09:00–13:00
    admin.oasishome.ae
  12. 0:42
    Submitted Confirm new slot
    admin.oasishome.ae
  13. 0:44
    Opened Need to move delivery – travelling – Ticket #48610 – Oasis Home Support
    oasishome.zendesk.com
  14. 0:46
    Clicked Public reply
    oasishome.zendesk.com
  15. 0:54
    Typed Reply body → Safe travels! Your delivery is moved to Saturday 11th, 09:00–13:00.
    oasishome.zendesk.com
  16. 0:58
    Chose Ticket status → Solved
    oasishome.zendesk.com
  17. 1:01
    Submitted Submit as Solved
    oasishome.zendesk.com
  18. 1:04
    Opened Return a mirror – bought last month – Ticket #48617 – Oasis Home Support
    oasishome.zendesk.com
  19. 1:06
    Clicked Conversation
    oasishome.zendesk.com
  20. 1:09
    Opened Orders – Oasis Home Admin
    admin.oasishome.ae
  21. 1:14
    Typed Search orders → OH-103998
    admin.oasishome.ae
  22. 1:18
    Clicked OH-103998
    admin.oasishome.ae
  23. 1:23
    Opened Order OH-103998 – Oasis Home Admin
    admin.oasishome.ae
  24. 1:24
    Clicked Items
    admin.oasishome.ae
  25. 1:28
    Clicked Delivered 34 days ago
    admin.oasishome.ae
  26. 1:30
    Opened Returns & Refunds Policy – Customer Ops – SharePoint
    oasishome.sharepoint.com
  27. 1:32
    Clicked Section 2 – Return window
    oasishome.sharepoint.com
  28. 1:37
    Opened Order OH-103998 – Oasis Home Admin
    admin.oasishome.ae
  29. 1:41
    Clicked Maryam D.
    admin.oasishome.ae
  30. 1:44
    Opened Maryam D. – Customer – Oasis Home Admin
    admin.oasishome.ae
  31. 1:46
    Clicked Loyalty
    admin.oasishome.ae
  32. 1:52
    Opened New refund – Oasis Home Admin
    admin.oasishome.ae
  33. 1:56
    Chose Refund reason → Outside return window – loyalty exception
    admin.oasishome.ae
  34. 1:59
    Clicked Cancel
    admin.oasishome.ae
  35. 2:04
    Opened Return a mirror – bought last month – Ticket #48617 – Oasis Home Support
    oasishome.zendesk.com
  36. 2:07
    Clicked Internal note
    oasishome.zendesk.com
  37. 2:14
    Typed Internal note → Gold customer, 34 days. Not sure if we can accept – assigning to Sara.
    oasishome.zendesk.com
  38. 2:17
    Chose Assignee → Sara Al Mansoori
    oasishome.zendesk.com
  39. 2:20
    Submitted Submit as Open
    oasishome.zendesk.com