Decisions log — index
Every Lucyd CS policy decision with rationale, dates, and 'would change if' triggers.
This is the “why” behind every Lucyd customer-support policy. When an agent asks “why do we do it this way?” — the answer is here.
Today (Phase 1) all decisions live in DECISIONS.md inside the marketplace SOP kit. As the KB matures we’ll split them into individual pages here for direct linking.
Active decisions (D-1 through D-16)
| ID | Title | Source page |
|---|---|---|
| D-1 | Amazon Buyer-Seller Replies Happen in Seller Central, Not Gorgias | → |
| D-2 | Marketplace Orders Are Replacement-Only (Never Refund) | → |
| D-3 | Warranty Replacements Past the Marketplace’s Return Window Ship From Lucyd | → |
| D-4 | TikTok Shop Policies Default to Amazon-Modeled Until Evidence Diverges | → |
| D-5 | User Damage Is Not Warrantable; Offer 50% Replacement Discount | → |
| D-6 | PR / Creator Pitches Are Marketing’s Domain, Not Support’s | → |
| D-7 | Platforms Custom Attribute Is Mandatory on Every Marketplace Ticket | → |
| D-8 | A-to-Z Claims Escalate to Alex Within 4 Hours | → |
| D-9 | Walmart Marketplace Was Out of Scope (SUPERSEDED by D-9.5) | → |
| D-9.5 | Walmart Marketplace Is IN Scope for Wow24-7 | → |
| D-10 | Spam Auto-Close Rules Are Configured in Gorgias, Not Manually Triaged | → |
| D-11 | Lucyd Pro Insurance Can Be Sold Retroactively (Within 30 Days) | → |
| D-12 | Negative Public Reviews Trigger Marketing + Alex Escalation Before Reply | → |
| D-13 | Lucyd DTC Return Window Is 7 Days From Delivery | → |
| D-14 | Custom Lenses Are Non-Refundable in All Cases | → |
| D-15 | International Orders Are Final Sale | → |
| D-16 | ITFIT Is the Sole Rx Lab Partner | → |
Decision lifecycle
New policy question
↓
Wow24-7 agent flags in #cs-escalations
↓
Alex reviews; if precedent-setting, logs entry in DECISIONS.md
↓
Entry includes: Context, Options considered, Decision, Would change if
↓
Communicated to Wow24-7 in next syncIf you need to propose a new decision because something isn’t covered: post in #cs-escalations with the situation, the options you can see, and your recommended path. Alex turns it into a D-# entry once aligned.
See also: Marketplace DECISIONS log (full text) · Wow24-7 onboarding · Escalation
Last reviewed: 2026-05-26 Owner: alex