When to use: Customer reports a defective product purchased on a marketplace and is requesting replacement.
Hi {customer_first_name},
Thank you for reaching out, and I'm sorry to hear you're having trouble with your {product_name}.
Because this was purchased through {Amazon / Walmart / TikTok Shop / Meta}, please reply directly to this message with the following information so we can locate your purchase and evaluate your warranty options:
1. Your {Amazon / Walmart / TikTok / Meta} order number
(Amazon: 111-XXXXXXX-XXXXXXX • Walmart: 1-XXX-XXX-XXXXX or 13-digit numeric • TikTok: 18-digit numeric • Meta orders are typically processed through our website with an order number starting with #1)
2. A screenshot of your original order receipt
3. A short video (15–30 seconds) clearly demonstrating the issue
4. Your full name and shipping address
5. A preferred phone number in case we need to reach you
Once we have this, our team will review and get back to you within 24 hours with next steps.
Thank you for your patience.
Best regards,
{agent_name}
Lucyd Customer Support