Hybrid Rx order (Amazon frame, Lucyd-cut lens)

When to use: Customer reports an Rx issue on an order that originated on Amazon but Lucyd’s ITFIT lab cut the lenses. See PROCESSES §6 Hybrid Rx Flow.

Hi {customer_first_name},

Thanks for reaching out. I can see your order — the frame was purchased through Amazon, but the prescription lenses were cut by our in-house lab. That means we handle this directly, not through Amazon's return process.

To make this right, could you share:

1. A photo of the current prescription card or print-out you used for the order
2. A short note describing what's wrong — blurry, focus zone off, double-vision, etc.
3. Whether you'd like a remake or a refund

If we can confirm the lenses don't match the prescription you submitted, we'll remake them at no charge.

Best,
{agent_name}
Lucyd Customer Support