That video is misleading. Such functions are only available when you are being assisted by staff who have recieved the appropriate training. Being able to set a Railcard discount has been an option since 2011, but refunds (under £10) is a new option introduced in the last few months.TfL have just put out a video showing that you can now load a Railcard onto an Oyster card yourself at their ticket machines: https://www.youtube.com/watch?v=_N2MeBna0DY. You can also now refund your Oyster card on them too. Not sure how new these features are but I wasn't aware of them.