User damage decline + 50% replacement discount

When to use: Customer’s claim is clearly user damage (dropped, cracked, sat on, water damage), not a manufacturing defect.

Hi {customer_first_name},

Thanks for sharing the photos and video. Unfortunately, based on what I'm seeing, this looks like accidental damage rather than a manufacturing defect, which isn't covered under our standard 1-year warranty.

That said, we'd like to help you keep enjoying your Lucyd glasses — I can offer a 50% discount on a replacement pair. Just let me know which model you'd like and I'll send you a discount code.

If you'd prefer, you can also pick up Lucyd Pro Insurance for $99 with a future purchase to cover accidental damage going forward.

Best,
{agent_name}
Lucyd Customer Support

Eligibility (per Coda p87): the 50% discount applies for older Lucyd models that have a 50% refund eligibility — Moonshot, Nebula, Earthbound XL, Jupiter XL, Voyager XL (2.0 models), Nautica, Eddie Bauer. NOT for Armor / Reebok / Lucyd Lyte 2.5+ — for those, offer a return label only and note the account. See content/internal/sop/dtc/50-percent-refund-rule.md (to be ported in next session) for the full eligibility table.