Internal SOP & Knowledge Base
Source of truth for the Wow24-7 + Lucyd CS team. Everything in here is internal and CF Access-gated. Customer-facing copy lives at help.lucyd.co/.
Marketplace SOP
The full Wow24-7 marketplace playbook — Amazon, Walmart, TikTok, Meta.
Other SOPs
DTC, Rx, replacements, reviews, phone scripts.
- Marketplace SOP — section index
- Phone — Answering script
- Replacements — Non-Rx Shopify workflow
- Bad Review Outreach Protocol
- ITFIT Rx Procedures — PD, lens types, fulfillment rules
- Replacements — Amazon orders
- Phone — Order status (WISMO)
- Replacements — Custom-lens warranty workflow
- Phone — Order changes (cancel, address, charges)
- Phone scripts — Mismatched Rx orders
- Phone script — Missing Rx / Missing PD
- Phone — Returns & refunds
- Phone — Wholesale & B2B routing
- Phone — Escalation
Decisions log
Why we do things the way we do — every policy, with rationale.
- No entries yet.
Vendor runbooks
Wow24-7 onboarding, escalation paths, scorecards.
Operations
Gorgias config, access matrix, fraud handling, customer info editing.
Macros
Reply text — source-of-truth for Gorgias macros.
- Replacement (Intercom legacy macro 1)
- Return and replacement (Intercom legacy macro 2)
- Rx and PD request (Intercom legacy macro 3)
- Broken frames (Intercom legacy macro 4)
- Order delay (Intercom legacy macro 5)
- Bluetooth / Charging Troubleshoot (pre-warranty)
- Marketplace Warranty Intake
- Amazon — Out of return window, warranty path
- TikTok Shop — First reply
- Amazon — Refund redirect (in window)
- Meta DM — Real customer, no order number yet
- Creator / Influencer / PR Pitch Redirect
- Lucyd Pro Insurance — retroactive offer (within 30 days)
- Conference / Event Invite Auto-Decline
- User damage decline + 50% replacement discount
- Amazon Buyer-Seller reply mirror (internal note)
- A-to-Z Claim — Internal Slack escalation
- Instagram story mention — Auto acknowledge
- Hybrid Rx order (Amazon frame, Lucyd-cut lens)
- Meta Phishing DM — No reply procedure
- Walmart — Out of return window, warranty path
- Negative Public Review Acknowledgment
- Walmart — Refund redirect (in window)
- Walmart Seller Center reply mirror (internal note)