Marketplace Support — Division
Lucyd marketplace customer support standard operating procedure (Wow24-7 + Lucyd CS team).
MARKETPLACE SUPPORT DIVISION
Lucyd Agentic Operating Division
Division Overview
Project Name: Customer Support — Marketplace Operations (Amazon, Walmart, TikTok Shop, Meta) Owner: Alex Alexander (CS Operations Lead — primary point of contact) Backup: TBD (Joaquin to confirm) Executive Sponsor: Joaquin Abondano (COO) Vendor: Wow24-7 (Client Services Manager: Bohdan Artiushenko) Last Updated: May 26, 2026 (rev 3 — primary contact = Alex Alexander)
Product Lineup (as of May 2026)
This SOP applies to support inquiries on the following active product lines. The lineup changed materially in early 2026 — Eddie Bauer was removed and Nautica entered liquidation. Two new Rx lines launched (Reebok Optical, Lucyd Optical) and AERO is in pre-launch.
| Code | Brand / Line | Status | Notes |
|---|---|---|---|
| LCD006 | Lucyd Lyte | Active | Main smart-glasses line |
| LCD007 | Nautica | Liquidation only | No new SKUs, support remaining orders only |
| LCD008 | Lucyd Armor | Active | Sport variant (DTC) + Safety variant (B2B at armor-b2b-safety.pages.dev) |
| LCD009 | Eddie Bauer | Removed | No new orders; legacy warranty cases only |
| LCD010 | Reebok (smart eyewear) | Active | Vista, Court, Boost frames |
| LCD011 | Reebok Optical | Active | Rx / optical frames — distinct from LCD010 |
| LCD012 | AERO | Pre-launch (Summer 2026) | Internal-only references; do not discuss publicly |
| — | Lucyd Optical | Active | Lucyd’s own Rx / optical line |
Mission
Deliver fast, consistent, and platform-compliant support for every customer who reaches Lucyd through a third-party marketplace. Protect vendor health scores (Amazon ODR, Walmart Seller Standards, TikTok Shop seller rating, Meta Commerce rating) while keeping resolution quality on par with our direct-to-consumer channel.
Channels in scope
Wow24-7 handles email + chat + phone (confirmed by Joaquin May 26, 2026):
- Phone (voice): 24/7 Monday–Sunday.
- Chat: 5pm–9am ET Monday–Friday + 24 hr coverage Saturday/Sunday.
- Email: Full coverage (with handoff overlap to Lucyd US team).
- During Lucyd US Office customer-support vacations: Wow24-7 picks up daytime coverage too.
Phone playbook lives at /internal/sop/phone/ (Workstream C9). Phone scripts cover answering, order status, order changes, returns, wholesale routing, escalation, Rx issues, and bad-review outreach.
Scope (In) — Marketplaces
This division covers any customer interaction that originates on or references a purchase from:
- Amazon (US Marketplace) — including Amazon Buyer-Seller Messaging, A-to-Z claims, FBA and seller-fulfilled orders, and Amazon-fulfilled-by-Lucyd Rx hybrid orders.
- Walmart Marketplace — Walmart Seller Center messaging, Walmart-fulfilled and seller-fulfilled returns. Confirmed in scope May 2026 (see DECISIONS.md D-9.5). Playbook mirrors Amazon.
- TikTok Shop — net-new channel as of 2026; no historical practice exists in Intercom.
- Meta — Facebook Shop, Instagram Shop, Facebook Messenger DMs, Instagram DMs and story mentions.
Scope (Out)
- Direct-to-consumer support via the Lucyd.co Shopify storefront (handled under the main Customer Support division).
- B2B/wholesale inquiries (route to Joaquin).
- Press/PR/influencer outreach (route to Marketing; see Decision 6 in DECISIONS.md).
- AERO public-facing inquiries (pre-launch — escalate to Marketing/Joaquin until launch).
Team & Responsibilities
| Name | Role | Responsibilities | |
|---|---|---|---|
| Alex Alexander | CS Operations Lead (Lucyd) | Primary point of contact. Policy ownership, QA, escalations, vendor relationship, tooling, KB upkeep, internal escalation triage | aalexander@lucyd.co |
| Joaquin Abondano | COO | Executive escalations, vendor scorecard sign-off | jabondano@lucyd.co |
| Bohdan Artiushenko | Wow24-7 CSM | Day-to-day vendor coordination, transition lead | bohdan@wow24-7.io |
| Harminder, Dima, Eric, Harrison, Roman | Wow24-7 / Lucyd stakeholders | Cc’d on transition correspondence | — |
| Wow24-7 Agents | Outsourced CS | First-touch handling of all marketplace tickets in Gorgias | Managed via Bohdan |
Decision Rights
| Decision | Approver | Notes |
|---|---|---|
| Warranty replacement (within 1-year window) | Wow24-7 agent | Self-serve once intake checklist complete |
| Refund of any amount on a marketplace order | Wow24-7 agent | Must be processed in the originating marketplace, not in Shopify |
| Goodwill credit > $50 or free upgrade | Alex | Slack DM with ticket link |
| A-to-Z claim response | Alex Alexander | Financial impact; document in DECISIONS.md |
| Negative public review escalation | Alex | Coordinate with Marketing if response goes public |
| Wow24-7 scope change (new platform added) | Joaquin | Per Bohdan’s email, scope/budget confirmed before implementation |
Key Systems
| System | Purpose | Wow24-7 Access |
|---|---|---|
| Gorgias | Primary ticket platform for marketplace and (eventually) all CS | Full agent access — being provisioned during transition |
| Amazon Seller Central | Buyer-Seller Messaging, A-to-Z claims, FBA returns | Limited agent role — provisioned via Alex |
| Walmart Seller Center | Walmart customer messages, returns, performance dashboards | Limited agent role — provisioning during transition |
| TikTok Shop Seller Center | Customer messages, order management, returns | To be provisioned during transition |
| Meta Business Suite / Commerce Manager | FB Shop / IG Shop orders, DMs | Existing access via Intercom integration; Gorgias integration TBD |
| Shopify | Order lookup (read-only) for cross-channel verification | Read-only access |
| Intercom | Legacy — will continue to handle Lucyd.co chat during transition | Existing access |
| Knowledge Base | help.lucyd.co/internal — replaces legacy Coda KB (coda.io/d/Lucyd-Customer-Service-Knowledge-Base_doz6raLzwOv is read-only as of Phase 1 cutover) | Authenticated read via CF Access (@lucyd.co + Wow24-7 emails) |
Q3 2026 Objectives
- Cutover Wow24-7 agents to Gorgias for Amazon / TikTok / Meta by end of June 2026 per Bohdan’s transition plan.
- Restore Amazon vendor health scores to Healthy band (ODR < 1%) within 60 days of cutover.
- Establish baseline metrics for TikTok Shop and Meta — no historical data exists, so first quarter is measurement-only.
- Reduce marketplace ticket noise (Amazon Seller notifications, IG/FB DM spam) by 70% via Gorgias triage rules.
- Tag 100% of marketplace tickets with platform-of-origin so we can finally measure channel mix (the existing “Platforms” custom attribute is currently
nullon every historical ticket).
Key Metrics
| Metric | Baseline (Intercom YTD) | Target (Q3 2026) | Source |
|---|---|---|---|
| First Response Time (marketplace) | ~2 hrs (auto-ack only) | <1 hr human reply | Gorgias |
| Amazon ODR (Order Defect Rate) | Currently impacted (per Bohdan) | <1% | Amazon Seller Central |
| Walmart Seller Standards (defect rate) | Not tracked | Establish baseline | Walmart Seller Center |
| TikTok Shop seller rating | No baseline | Establish baseline | TikTok Seller Center |
| Marketplace warranty replacement turnaround | Not measured | <48 hrs ship out | Gorgias / ShipStation |
| Marketplace ticket tag completeness | 0% (Platforms attribute null) | 100% | Gorgias |
| A-to-Z claim rate | Not tracked | <0.5% of Amazon orders | Amazon Seller Central |
| Spam auto-close rate (IG/FB DMs) | 0% | >70% of inbound DMs | Gorgias rules |
File Inventory
| File | Purpose |
|---|---|
DIVISION.md | This document — overview, team, systems, objectives |
PROCESSES.md | Step-by-step ticket handling workflows per platform |
SYSTEMS.md | Tool-specific guides for Gorgias, Amazon Seller Central, TikTok Shop, Meta |
TEMPLATES.md | Reusable macros, intake checklists, and reply templates |
DECISIONS.md | Policy decisions and rationale (refund routing, restocking fees, etc.) |
CUSTOM-INSTRUCTIONS.md | Claude Project config for AI-assisted marketplace support |
Documentation maintained by Alex Alexander Last updated: May 2026
Last reviewed: 2026-05-26 Owner: alex