Phone — Returns & refunds
Verifying eligibility and walking customers through returns on the phone.
Source: Coda KB p19, p43, p44.
Flow
- Put customer on brief hold to pull up the order.
- Ask the reason for the return. Try to mitigate first — a short troubleshoot often resolves it.
- Verify eligibility (see below).
- Send the return label if eligible.
Eligibility — DTC orders (lucyd.co)
The return window is 7 days from the day the order was confirmed delivered.
| Situation | Eligibility |
|---|---|
| Within 7 days of delivery | Eligible for refund (frame + standard shipping; custom lenses deducted) |
| 8–10 days from delivery | Use judgment — can exchange to a different frame, do NOT offer cash refund |
| More than 10 days | NOT eligible for refund. Warranty replacement if defect |
| International order | Final sale — see D-15. Warranty replacement still applies |
| Marketplace order (Amazon / Walmart / TikTok) | Lucyd does NOT refund — direct to marketplace flow per D-2 |
Custom-lens orders specifically
- Custom lenses are never refundable. Frame + standard shipping refundable only.
- Shipping upgrades are non-refundable.
Eligibility — Marketplace orders
Do NOT issue a Lucyd-side refund on a marketplace order. Per D-2, the marketplace holds the funds — refunds must go through their flow.
- Amazon: “Your refund will be processed by Amazon. Go to Your Orders on Amazon → Return or replace items → follow the on-screen instructions.”
- Walmart: “Your refund will be processed by Walmart. Sign in to Walmart.com → Your Account → Purchase History → Start a Return.”
- TikTok Shop: “Your refund will be processed by TikTok. Open the TikTok app → You → Orders → After-sales / Returns.”
For warranty replacements past the marketplace’s window, see the Replacements workflow — Lucyd ships directly from Miami.
Returns where no return shipment is needed
In some cases the customer doesn’t need to return the product — they just need to provide proof of damage and we ship a replacement:
- Broken frames with RX lenses (we’ll need the lenses; verify with customer)
- Audio defect (verified by video, frame can stay with customer)
- Bluetooth failure (verified by video)
For these, follow the non-Rx replacements workflow directly — skip the return-label step.
Sending the return label
If the customer is eligible:
- In Shopify, find the order. Click Return (or Send return label depending on Shopify config).
- Verify the return address — frame-only returns go to Lucyd Miami HQ; custom-lens returns go to ITFIT (per D-16). Never use Amazon FBA / Walmart WFS as the return address.
- Send the label to the customer’s email.
- Confirm to customer:
“I’ve just sent the return label to [email]. You should see it in a few minutes — check your spam folder if you don’t. Once you ship it back, the refund will be processed to your original payment method within a few business days of arrival.”
The glasses can be sent back in any box, but ask the customer to include all accessories (charging cable, case, etc.).
Refund-amount calculation (DTC)
When processing a refund in Shopify:
- Frame: refundable.
- Standard shipping: refundable.
- Custom lenses: deduct — non-refundable.
- Shipping upgrade (express, etc.): deduct — non-refundable.
- Pro Insurance: non-refundable once the order has shipped.
After the call
- Document the call in the Shopify order timeline: reason for return, eligibility decision, refund amount.
- If you sent the label: set a reminder to check return tracking in 7 days.
- All refunds should be escalated to Alex once the return label has been provided to the customer — internal QA step.
See also: DTC returns (public) · Marketplace returns (public) · Replacements workflow