100xApprentice
← Sara
Recording · Observed

Refund outside the return policy

Sara · 15 Oct, 09:05 · 4:02 long · 38 stepsObserved: recorded quietly in the background, with consent.

Used inRefund outside the return policy

What happened, in order

Highlighted moment at 2:36
  1. 0:05
    Opened Gold priority – Views – Oasis Home Support
    oasishome.zendesk.com
  2. 0:09
    Clicked #48701 أريد إرجاع الطاولة
    oasishome.zendesk.com
  3. 0:13
    Opened أريد إرجاع الطاولة – Ticket #48701 – Oasis Home Support
    oasishome.zendesk.com
  4. 0:18
    Clicked Requester details
    oasishome.zendesk.com
  5. 0:20
    Clicked Hamad A.
    oasishome.zendesk.com
  6. 0:23
    Opened Hamad A. – Customer – Oasis Home Admin
    admin.oasishome.ae
  7. 0:26
    Clicked Loyalty
    admin.oasishome.ae
  8. 0:28
    Clicked Preferred language
    admin.oasishome.ae
  9. 0:30
    Clicked Call customer
    admin.oasishome.ae
  10. 0:36
    Typed Phone number → [phone]
    admin.oasishome.ae
  11. 0:41
    Clicked Start call
    admin.oasishome.ae
  12. 2:07
    Clicked End call
    admin.oasishome.ae
  13. 2:10
    Chose Call outcome → Resolved on call
    admin.oasishome.ae
  14. 2:18
    Typed Call notes → Arabic, Gold. Coffee table 45 days, doesn't fit. Agreed store credit. Called 25 min after ticket.
    admin.oasishome.ae
  15. 2:21
    Opened Orders – Oasis Home Admin
    admin.oasishome.ae
  16. 2:28
    Typed Search orders → OH-102915
    admin.oasishome.ae
  17. 2:30
    Clicked OH-102915
    admin.oasishome.ae
  18. 2:33
    Opened Order OH-102915 – Oasis Home Admin
    admin.oasishome.ae
  19. 2:36
    Clicked Create refund
    admin.oasishome.ae
  20. 2:41
    Opened New refund – Oasis Home Admin
    admin.oasishome.ae
  21. 2:44
    Chose Refund reason → Outside return window – loyalty exception
    admin.oasishome.ae
  22. 2:51
    Typed Refund amount → AED 1,240
    admin.oasishome.ae
  23. 2:54
    Chose Refund method → Store credit
    admin.oasishome.ae
  24. 3:00
    Submitted Issue store credit
    admin.oasishome.ae
  25. 3:05
    Opened Refund RF-7890 – Store credit issued – Oasis Home Admin
    admin.oasishome.ae
  26. 3:10
    Clicked Book collection
    admin.oasishome.ae
  27. 3:11
    Chose Collection slot → Thu 10:00–14:00
    admin.oasishome.ae
  28. 3:15
    Submitted Book collection
    admin.oasishome.ae
  29. 3:20
    Opened أريد إرجاع الطاولة – Ticket #48701 – Oasis Home Support
    oasishome.zendesk.com
  30. 3:25
    Clicked Internal note
    oasishome.zendesk.com
  31. 3:30
    Typed Internal note → Gold + Arabic: called first. 30-day rule waived, store credit AED 1,240, collection Thu.
    oasishome.zendesk.com
  32. 3:34
    Clicked Public reply
    oasishome.zendesk.com
  33. 3:42
    Typed Reply body → أستاذ حمد، كما اتفقنا، تمت إضافة رصيد 1,240 درهم إلى حسابك، وسيتم استلام الطاولة يوم الخميس.
    oasishome.zendesk.com
  34. 3:45
    Chose Ticket status → Solved
    oasishome.zendesk.com
  35. 3:48
    Submitted Submit as Solved
    oasishome.zendesk.com
  36. 3:53
    Opened Refund RF-7802 – Card refund – Oasis Home Admin
    admin.oasishome.ae
  37. 3:56
    Typed Internal comment → Omar – reminder: Gold exceptions go as store credit, not card. Let's align.
    admin.oasishome.ae
  38. 4:02
    Submitted Save comment
    admin.oasishome.ae