Marketplace Support — Decisions (D-1 through D-16)

Lucyd marketplace customer support standard operating procedure (Wow24-7 + Lucyd CS team).

MARKETPLACE SUPPORT DECISIONS LOG

Lucyd Agentic Operating Division

Project Name: Customer Support — Marketplace Operations Owner: Alex Alexander Backup: TBD (Joaquin to confirm) Last Updated: May 2026

How to Use This Document

This log captures the why behind every policy that governs marketplace support. When an agent asks “why do we do it this way?”, the answer is in this file. When the policy needs to change, update the entry rather than overwriting — keep the trail.

D-1 — Amazon Buyer-Seller Replies Happen in Seller Central, Not Gorgias

Decision date: May 21, 2026 Decided by: Alex Alexander (CS Operations Lead)

Context Today, Amazon Buyer-Seller Messages arrive in Intercom from @marketplace.amazon.com, but agents (Alex, historically) reply IN Amazon Seller Central and close the Intercom ticket with no record of what was said. Confirmed in Intercom conversation 215474385557677 — internal note: “Sofiia I’ll reply on Amazon.”

Options considered

Reply in Gorgias only. Faster for agents. But Gorgias replies don’t satisfy Amazon’s Buyer-Seller response SLA, so this would tank our scorecard.
Reply in Seller Central only. Matches today’s de facto practice. But leaves Lucyd with zero record of customer interactions, making QA, follow-ups, and dispute documentation impossible.
Reply in Seller Central, mirror to Gorgias as internal note. Slightly more work per ticket but preserves Amazon SLA compliance AND gives us a searchable record.

Decision Option 3. Agents reply in Seller Central, then paste the full reply text into Gorgias as an internal note before closing. Template T-11 in TEMPLATES.md formalizes the mirror format.

Would change if

Gorgias’s Amazon Buyer-Seller integration matures to the point where Gorgias replies are recognized by Amazon’s response-time tracking
Amazon’s API changes such that we can sync replies bidirectionally without manual paste

D-2 — Marketplace Orders Are Replacement-Only (Never Refund)

Decision date: May 26, 2026 (rewrite — supersedes prior “no $15 fee” version) Decided by: Alex Alexander, confirmed against Coda KB p13–14 (existing Lucyd policy) Supersedes: D-2 (May 21, 2026) — earlier version stated only “no $15 restocking fee,” which was too soft. Actual policy is stronger.

Context Lucyd does not control the funds on marketplace orders — Amazon, Walmart, TikTok Shop, and Meta hold the payment and process refunds through their own flows. The DTC $15 restocking fee is therefore not even reachable on marketplaces. More importantly: Lucyd cannot issue a refund on a marketplace order from its own bank account, because we never received the customer’s payment directly. The Coda KB (p13G) has stated this explicitly for years: “For Amazon customers, eBay customers, and customers who purchased their glasses from anywhere but lucyd.co, we can only provide replacements, never refunds.”

Options considered

Apply DTC return policy ($15 fee) to marketplaces. Operationally impossible — marketplace controls the refund.
Issue Lucyd-side refunds on marketplace orders alongside the marketplace’s own refund. Double-refund / accounting nightmare.
Replacement-only, never refund — refer customers to the marketplace’s own refund flow within their window; past the window, offer warranty replacement only.

Decision Option 3. Marketplace orders are replacement-only. Within the marketplace’s own return window, the customer initiates a return through the marketplace and the marketplace issues the refund — we are not in the loop financially. Past the marketplace’s window, Lucyd’s 1-year warranty applies for manufacturing defects (replacement only, no cash). The DTC restocking fee is irrelevant in this flow.

Operational rules

Never issue a refund in Shopify for a marketplace order. The funds aren’t in Shopify.
Direct customers to the marketplace’s own returns flow when they’re within the platform’s window.
For warranty replacements past the platform’s window, ship from Lucyd Miami (see D-3).
Templates T-3 (Amazon-RefundInWindow → redirect) and T-18 (Walmart-RefundInWindow → redirect) implement this.

Customer-visible communication (in the new public KB) The help.lucyd.co/returns/marketplace-returns page must state this plainly: “We don’t issue refunds on orders placed through Amazon, Walmart, TikTok Shop, eBay, or any marketplace. If you’re within the marketplace’s return window, please initiate the return there. Past that, we offer a 1-year manufacturing-defect warranty replacement directly.”

Would change if

Lucyd negotiates a refund pass-through with a marketplace (unlikely)
A marketplace’s policies change such that we hold the funds for some categories of refund

D-3 — Warranty Replacements Past the Marketplace’s Return Window Ship From Lucyd

Decision date: May 21, 2026 (codifies existing practice) Decided by: Alex Alexander

Context Amazon’s standard return window is 30 days. After that, customers can no longer initiate a return through Amazon. But Lucyd offers a 1-year limited warranty on manufacturing defects. Sofiia’s practice in past tickets (e.g., Duane Ferguson, Intercom convo 215474389449873) was to ship a replacement directly from Lucyd Miami warehouse rather than route through Amazon.

Options considered

Refuse warranty past Amazon’s 30-day window. Customer-hostile, violates our stated 1-year warranty.
Direct customer back to Amazon. Amazon won’t process past their window — circular.
Lucyd ships direct via ShipStation after collecting intake checklist. Established practice.

Decision Option 3. After collecting the marketplace warranty intake (T-1) and verifying the defect via video, ship replacement direct from Lucyd. Apply standard 1-year warranty rules (manufacturing defect only, no user damage).

Would change if

Cost of direct-ship warranty exceeds value of customer retention on a given SKU
Amazon adds a mechanism to extend the return window for warranty-eligible items

D-4 — TikTok Shop Policies Default to Amazon-Modeled Until Evidence Diverges

Decision date: May 21, 2026 Decided by: Alex Alexander (provisional)

Context Lucyd has zero historical TikTok Shop tickets in Intercom. We can’t reverse-engineer policy from past practice. But we need to start operating on TikTok Shop immediately. The Amazon playbook is the most mature marketplace flow we have.

Options considered

Wait for TikTok-specific data to accumulate before publishing policy. Leaves agents without guidance from day 1.
Model TikTok handling on Amazon’s playbook, flag every novel TikTok situation for review. Practical default.
Use TikTok’s documentation alone to write a from-scratch policy. Slow; agents need something now.

Decision Option 2. Default to the Amazon playbook (intake template, warranty path, no restocking fee, refund via platform within window). Every novel TikTok situation goes to Alex for review and adds to this log.

Would change if

TikTok Shop’s seller policies require materially different handling (e.g., different return window, mandatory in-platform refund processing)
TikTok volume scales beyond a level where one-off escalation is sustainable

D-5 — User Damage Is Not Warrantable; Offer 50% Replacement Discount (Eligible SKUs Only)

Decision date: Pre-existing Lucyd policy (codified here for marketplace context) Decided by: Alex Alexander Last updated: May 26, 2026 (added SKU eligibility carve-out from Coda KB p87)

Context The standard 1-year warranty covers manufacturing defects only. The Coda KB page “when to offer 50% refund” (p87) documents the standard goodwill — 50% replacement discount when the damage is clearly the customer’s responsibility — but it ALSO restricts which SKUs the discount applies to.

Decision Decline warranty when the damage is the customer’s responsibility. Offer 50% replacement discount via email (use template T-10) — for eligible SKUs only:

Eligible for the 50% replacement discount:

Moonshot, Nebula, Earthbound XL, Jupiter XL, Voyager XL (Lyte 2.0 models)
Nautica collection (liquidation only)
Eddie Bauer collection (legacy support)

NOT eligible (these get a return label only, no replacement discount):

Lucyd Armor (all variants — base, Slim, Vantage)
Reebok (smart eyewear + Reebok Optical)
Lucyd Lyte 2.5+ (newer Lyte SKUs)

For not-eligible SKUs, the customer has two options:

Decline warranty, no discount. Suggest Lucyd Pro Insurance retroactively (within 30 days of purchase).
Standard purchase at full price.

Why the carve-out exists: the legacy SKUs are end-of-life or liquidation; we’d rather move stock at a discount than hold inventory. The active lines (Armor, Reebok, modern Lyte) have stronger demand and tighter margins, so we don’t want to set a “drop your glasses → 50% off” precedent on them.

Would change if

A specific marketplace’s policies forbid sellers from declining returns on damage that’s typically considered user damage
The active-line SKU mix shifts such that we want to extend the 50% offer broadly

D-6 — PR / Creator Pitches Are Marketing’s Domain, Not Support’s

Decision date: May 21, 2026 Decided by: Alex Alexander

Context Roughly 70% of IG/FB DMs are creator collab pitches, conference invites, or PR cold emails. These currently die in the Intercom inbox. There’s no Wow24-7 SLA for them and no triage path.

Options considered

Continue ignoring them. Loses potential marketing wins.
Have Wow24-7 evaluate fit and forward to Marketing case-by-case. Out of scope for a CS vendor.
Auto-acknowledge with a redirect template (T-7) and close. Standard reply, then Marketing’s call to engage.

Decision Option 3. Use template T-7. Tag Issue: Spam-PR. Close. Marketing can pull the tag if they want to mine for opportunities.

Would change if

Marketing wants a more active forwarding flow
A particularly large creator pitch is missed (review process every quarter)

D-7 — Platforms Custom Attribute Is Mandatory on Every Marketplace Ticket

Decision date: May 21, 2026 Decided by: Alex Alexander

Context The existing Intercom “Platforms” custom attribute is null on 100% of historical tickets sampled. We cannot measure channel mix, can’t QA per-platform, can’t trend anything. The transition to Gorgias is the moment to fix this.

Decision The Platform tag is a required field at the workflow level in Gorgias. Tickets cannot be closed without it. Values: Amazon / TikTok / Meta-FB / Meta-IG / Shopify / Other.

Would change if

Gorgias’s required-field enforcement creates workflow friction that outweighs the analytics value (review at 60 days)

D-8 — A-to-Z Claims Escalate to Alex Within 4 Hours

Decision date: May 21, 2026 Decided by: Alex Alexander

Context A-to-Z claims directly impact Amazon’s Order Defect Rate (ODR), which Bohdan’s email flags as currently being affected. The financial and scorecard risk is high enough that we don’t want agents handling these solo.

Decision Any A-to-Z claim notification triggers Slack escalation to Alex within 4 hours. Use template T-12. The first response to Amazon is drafted by the agent but reviewed by Alex before submission.

Would change if

A-to-Z volume grows to the point where 4-hr escalation isn’t sustainable (then build a tier-2 handling protocol)

D-9 — Walmart Marketplace Is Out of Scope for Wow24-7 Transition Until Confirmed

Decision date: May 21, 2026 Decided by: Alex Alexander (flagging for Joaquin) Status: SUPERSEDED by D-9.5 on May 21, 2026 (Joaquin confirmed Walmart IN scope).

Context (preserved for trail) Bohdan’s transition brief covers Amazon, TikTok, and Meta. Intercom data shows ~1,400 Walmart-related conversations including real customer messages routed through Walmart Marketplace. Walmart was an active channel but wasn’t in the original transition scope.

D-9.5 — Walmart Marketplace Is IN Scope for Wow24-7

Decision date: May 21, 2026 Decided by: Joaquin Abondano (COO) Supersedes: D-9

Context Walmart Marketplace has ~1,400 historical conversations in Intercom and is an active sales channel — leaving it outside the Wow24-7 scope creates a split-handling problem (Alex + Intercom for Walmart, Wow24-7 + Gorgias for everything else) that adds operational drag and risks customers falling through the cracks. Adding Walmart now mirrors the Amazon playbook, so it’s a small marginal cost to Wow24-7’s onboarding.

Decision Walmart Marketplace is in Wow24-7’s scope as of the transition. The Walmart playbook mirrors Amazon — see PROCESSES.md §2.5, SYSTEMS.md §2.5, and templates T-17–T-19.

Operational implications

Bohdan must be notified (Joaquin to email).
Walmart Seller Center access must be provisioned to Wow24-7 agents (Alex).
Gorgias must be configured to pull Walmart Marketplace messages (Alex — check Gorgias native integration; if unavailable, configure email forwarding from Walmart Seller Center to Gorgias as a fallback).
The Platform tag in Gorgias gets a new value: Walmart.

Would change if

Walmart’s return policies or seller compliance requirements turn out to diverge materially from Amazon (we’ll create a Walmart-specific D-entry per divergence)

D-10 — Spam Auto-Close Rules Are Configured in Gorgias, Not Manually Triaged

Decision date: May 21, 2026 Decided by: Alex Alexander

Context Manual triage of phishing DMs, creator pitches, and event invites burns agent time and creates inconsistency. The patterns are repetitive enough to automate.

Decision Configure Gorgias auto-rules for the 7 specific patterns listed in PROCESSES.md §7. Review monthly to add new patterns as they emerge.

Would change if

Auto-rule false-positives close real customer tickets (track and tune)
A new spam pattern emerges that doesn’t match existing rules

D-11 — Lucyd Pro Insurance Can Be Sold Retroactively to Marketplace Customers Within 30 Days of Purchase

Decision date: May 21, 2026 (provisional — needs review) Decided by: Alex Alexander Last updated: May 26, 2026 (expanded with Pro Insurance coverage terms from Coda KB p14E)

Context Pro Insurance is normally offered as a checkout add-on on Lucyd.co. Marketplace customers never see this option. When a marketplace customer has user damage but their purchase is recent, offering Pro retroactively gives them coverage AND recoups some of the lost replacement cost.

Decision Within 30 days of purchase, agents may offer Pro Insurance retroactively via template T-9. Payment is processed via a Shopify draft order or Stripe link. The 30-day window mirrors the standard Lucyd.co offer.

Lucyd Pro Insurance terms (existing policy, codified here for reference)

Price: $99.
Warranty extension: 24 months from receipt (vs. 12 months on standard warranty).
Up to 2 warranty replacements per year.
Covers user damage: water damage, dropped/cracked frames, acts of God, third-party breakage — all out-of-pocket on standard warranty.
Lens swap leniency: Free new lens on frame-size swap (when the lens retails for $160 or less). Original frame still required for return.
VIP treatment: extra-discounted reorders, priority handling on tickets, judgment-call concessions.

Would change if

Pro Insurance terms preclude retroactive purchase (legal review needed)
30-day window proves too long/short in practice

D-12 — Negative Public Reviews Trigger Marketing + Alex Escalation Before Reply

Decision date: May 21, 2026 Decided by: Alex Alexander

Context A public negative Amazon review or IG post comment has reputational impact beyond a single customer interaction. Wow24-7 agents shouldn’t reply solo.

Decision Any ticket referencing a negative public review or comment is escalated to Alex + Marketing (Slack #cs-escalations) BEFORE any reply is sent. Use template T-16 only after approval.

Never: Pressure a customer to remove or alter a review. Amazon’s policies prohibit this and the consequences include account suspension.

Would change if

Volume of negative reviews requires a faster-turnaround playbook (then build a pre-approved response library)

D-13 — Lucyd DTC Return Window Is 7 Days From Delivery

Decision date: May 26, 2026 (codifies existing Coda-documented policy) Decided by: Alex Alexander (policy owner) Source: Coda KB p12 (returns policy summary), p44 (when-to-refund), p87 (when-to-offer-50%).

Context Lucyd’s customer-visible return policy (lucyd.co/pages/return-policy and every frame’s product-page dropdown) gives DTC customers a 7-day window from delivery confirmation to initiate a return. After 7 days, only warranty replacements are available. This is the documented Lucyd policy but is NOT yet stated in the SOP kit — agents have been operating from tribal knowledge.

Decision DTC return window is 7 days from delivery confirmation. Inside this window:

Customer requests return → agent provides return label, refunds processed when item received.
Custom lenses are deducted from the refund amount (custom lenses are non-refundable per D-14).
Shipping upgrades are non-refundable.
Open-box items: same 7-day window applies and only if defective.

Outside the 7-day window:

No refunds — only warranty replacement (per D-3 and standard 1-year warranty rules).
Edge case: if customer is “a few days outside” the window, agent may use judgment for an exchange to a different frame (not a refund). Cap at 10 days from receipt.

Operational rules

Agent must check the order’s delivered date in Shopify before promising a return.
International orders are NOT eligible regardless of window (see D-15).
Marketplace orders are NEVER refunded by Lucyd regardless of window (see D-2).

Would change if

Compliance / consumer-protection regulations in target markets mandate a longer window
Customer abuse data shows the 7-day window is too tight to be reasonable

D-14 — Custom Lenses Are Non-Refundable in All Cases

Decision date: May 26, 2026 (codifies existing Coda-documented policy) Decided by: Alex Alexander Source: Coda KB p12B, p14E, p44.

Context Prescription and other custom lenses are made-to-order in Lucyd’s ITFIT lab. Once cut, they cannot be resold to another customer. Refunding the lens cost when the lens has been cut creates a direct loss. Lucyd’s policy has been “custom lenses are non-refundable” since the lens line launched.

Decision Custom lenses (prescription, custom non-prescription, polarized, photochromic upgrades) are never refundable. This applies to:

DTC returns within the 7-day window — frame and shipping are refundable, lens line item is deducted.
Marketplace returns — N/A because marketplaces don’t refund through us anyway (see D-2).
Warranty cases — if the warranty case involves lens defect, Lucyd remakes the lens at no cost (this is a remake, not a refund).
Pro Insurance — Pro covers replacement, not lens refund.

Customer-facing language (in the new public KB) “Custom lenses are non-refundable in all cases because they’re cut specifically for your prescription. If you return a frame within the 7-day window, you’ll be refunded for the frame and shipping; the custom lens cost is not refunded.”

Would change if

Lens manufacturing process changes such that uncut blanks could be reused
A specific customer-protection regulation mandates lens refunds

D-15 — International Orders Are Final Sale

Decision date: May 26, 2026 (codifies existing Coda-documented policy) Decided by: Alex Alexander Source: Coda KB p44.

Context International return logistics are prohibitively expensive — return shipping from outside the US often costs more than the order itself, and customs paperwork on a returned-goods import is operationally heavy. Lucyd’s existing policy is that international orders are final sale.

Decision International orders (shipped outside the US) are final sale. No refunds, no returns.

Exceptions

The 1-year manufacturing-defect warranty still applies. If an international customer has a defective unit, Lucyd ships a replacement at our cost. The customer does NOT need to return the defective unit unless the lens is salvageable.
Pro Insurance still applies if purchased.

Customer-facing language (in the new public KB) “International orders are final sale. We’re happy to honor our 1-year manufacturing-defect warranty worldwide — if your unit is defective, we’ll ship a replacement at no cost. But we don’t accept returns or issue refunds for international orders.”

Forbidden countries list (no shipping at all — these never become orders): See help.lucyd.co/shipping/restrictions for the current list (~26 countries including Cuba, Iran, North Korea, Syria, Sudan, Myanmar, etc.) — content owned by Joaquin/Legal.

Would change if

A specific country’s volume justifies setting up a local return hub
Logistics costs drop materially

D-16 — ITFIT Is the Sole Rx Lab Partner

Decision date: May 26, 2026 (confirmed by Joaquin) Decided by: Joaquin Abondano (COO) Source: Coda KB references to Boston / @glassesinaday / MIA / ITFIT are conflicting — Joaquin confirmed that as of May 2026 ITFIT is the only active Rx lab partner. All other lab references in legacy documentation are historical and should be ignored.

Context The Coda KB carries lab-partner references that have accumulated over years: @glassesinaday (Boston, p12C and p15+), “MIA lab” (p8 “as of change to MIA lab”), and ITFIT (p92+ ITFIT Procedures). This made it ambiguous where Wow24-7 should route Rx orders. The actual current state is single-lab.

Decision ITFIT is the only Rx lab partner. All Rx routing in customer-facing copy, internal SOPs, and operational scripts must reference ITFIT only. Legacy references to:

@glassesinaday
Boston lab
MIA lab
“the office” (in older Coda content) when context is Rx fulfillment

… must be replaced with ITFIT or removed during the KB rebuild.

Operational rules

Rx orders route to ITFIT for fulfillment.
Lens swap returns go to ITFIT, not Boston.
The hybrid Rx flow (Amazon-purchased frame, Lucyd-cut Rx — see PROCESSES.md §6) is fulfilled at ITFIT.
The “Next Day Rule” (Coda p93) is an ITFIT workflow rule and stays as documented.

Would change if

Lucyd onboards a second lab partner (in which case create D-16.5 with the routing rules)
ITFIT changes its name, ownership, or terms

Decision Lifecycle

New policy question
    │
    ├── Wow24-7 agent flags in #cs-escalations
    │
    ├── Alex reviews; if precedent-setting, logs entry here
    │
    ├── Entry includes:
    │     - Context (the situation that prompted the decision)
    │     - Options considered
    │     - Decision
    │     - Would change if
    │
    └── Communicated to Wow24-7 in next sync

Documentation maintained by Alex Alexander Last updated: May 2026

Last reviewed: 2026-05-26 Owner: alex