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Marketplace SOP — section index

The Lucyd × Wow24-7 marketplace customer support kit.

The Marketplace Support kit is the source-of-truth for how Wow24-7 handles inbound on Amazon, Walmart, TikTok Shop, and Meta. Authored May 21, 2026 by Alex Alexander; updated May 26 with Walmart, policy decisions D-13 through D-16, and lab-cleanup (ITFIT only).

The 7 files

FilePurpose
DIVISIONTeam, scope, channels, decision rights, KPIs
PROCESSES8 step-by-step workflows: identification → Amazon (§2) → Walmart (§2.5) → TikTok (§3) → Meta (§4) → warranty (§5) → hybrid Rx (§6) → spam triage (§7) → vendor health (§8)
SYSTEMSTool-by-tool guides — Gorgias, Amazon Seller Central, Walmart Seller Center, TikTok Shop, Meta Business Suite, Shopify, ShipStation, KB
TEMPLATEST-1 through T-19 reply templates (also browsable as individual macros at /internal/macros/)
DECISIONSD-1 through D-16 policy decisions with rationale (also see decisions index)
CUSTOM-INSTRUCTIONSClaude Project config for AI-assisted ticket handling
FINDINGS-AND-RECOMMENDATIONS15 follow-on recommendations from the original research pass

The 3 most important rules in this kit

If a new Wow24-7 agent only reads three things, make it these:

  1. Amazon Buyer-Seller replies happen in Amazon Seller Central, NOT in Gorgias (mirror to Gorgias as an internal note). See D-1 and PROCESSES §2 Channel A.
  2. Marketplace orders are replacement-only — Lucyd never refunds them. Customers within the marketplace’s window go through the marketplace’s returns flow. See D-2.
  3. Tag every ticket with Platform, Channel, and Issue before closing. Without these, we can’t measure anything. See D-7.

Documentation maintained by Alex Alexander. Last updated May 26, 2026.

Last reviewed: 2026-05-26 Owner: alex