Marketplace Support — Templates (T-1 through T-19)

Lucyd marketplace customer support standard operating procedure (Wow24-7 + Lucyd CS team).

MARKETPLACE SUPPORT TEMPLATES

Lucyd Agentic Operating Division

Project Name: Customer Support — Marketplace Operations Owner: Alex Alexander Backup: TBD (Joaquin to confirm) Last Updated: May 2026

How to Use This Document

These are reusable replies for the most common marketplace tickets. Each should be loaded as a Gorgias macro with the prefix MKT-. Always personalize the greeting and verify the specifics — never send a template verbatim if the situation requires nuance.

Placeholders use {curly_braces}.

T-1 — Marketplace Warranty Intake (Amazon / TikTok / Meta)

Use when: Customer reports a defective product purchased on a marketplace and is requesting replacement. Source: Based on Sofiia’s actual practice in Intercom convo 215474389449873.

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 / 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 / TikTok / Meta} Order Number
   (Amazon: 111-XXXXXXX-XXXXXXX • 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

T-2 — Bluetooth / Charging Troubleshooting (pre-warranty)

Use when: Customer reports audio or charging issue, before approving warranty replacement. Source: Standard Lucyd Bluetooth pre-screen, used by Sofiia in multiple Amazon tickets.

Hi {customer_first_name},

Before we process a warranty replacement, could you try the following steps? In many cases, a quick reset resolves the issue:

1. Place the glasses on the charging cable for at least 30 minutes (even if the LED is on).
2. On your phone, go to Bluetooth Settings → forget the Lucyd device.
3. Power off the glasses by holding both arms simultaneously for 5–10 seconds.
4. Wait 60 seconds.
5. Power them back on, then re-pair from your phone's Bluetooth menu.

If the issue persists after these steps, please send me a short video showing what happens when you try to use them, and we'll move forward with a warranty assessment.

Thanks for your patience.

Best,
{agent_name}
Lucyd Customer Support

T-3 — Amazon: Refund Within Return Window (redirect to Amazon)

Use when: Amazon customer asks for a refund and the order is within Amazon’s standard return window (typically 30 days).

Hi {customer_first_name},

Thanks for getting in touch. Because this order was placed through Amazon, your refund will be processed directly by Amazon — they hold the payment and manage returns within the standard 30-day window.

Here's how to initiate the return:

1. Go to Your Orders on Amazon
2. Find the order and click "Return or replace items"
3. Follow the on-screen instructions to print a return label

Once Amazon receives the item, your refund will be processed automatically.

If you have any trouble with the return, or if there's a defect we should know about beyond the standard return reason, please let me know and we can look into a direct warranty replacement.

Best,
{agent_name}
Lucyd Customer Support

Note: Do NOT issue a refund in Shopify for an Amazon order. The funds are held by Amazon.

T-4 — Amazon: Out of Return Window, Warranty Path Available

Use when: Amazon customer is past Amazon’s 30-day return window but within Lucyd’s 1-year warranty.

Hi {customer_first_name},

Thanks for reaching out. Your order is past Amazon's standard 30-day return window, but Lucyd's 1-year limited warranty still covers manufacturing defects — so we may be able to help directly.

To evaluate your warranty claim, could you reply with:

1. Your Amazon Order Number (111-XXXXXXX-XXXXXXX format)
2. A screenshot of your original Amazon order receipt
3. A short video clearly showing the issue
4. Your full name, shipping address, and a preferred phone number

Once we have this, we'll review and, if eligible, ship a replacement directly to you from our Miami warehouse.

Thanks again for your patience.

Best,
{agent_name}
Lucyd Customer Support

T-5 — TikTok Shop: First-Reply Template

Use when: First reply to a TikTok Shop customer. Modeled on Amazon but adjusted for TikTok flow.

Hi {customer_first_name},

Thanks for reaching out to Lucyd. I can help you with your TikTok Shop order.

To get started, could you share:

1. Your TikTok Shop order number (18-digit numeric)
2. The issue you're experiencing — a short video helps if there's a defect
3. Your shipping address (to verify)

If you'd like to return your order and you're within TikTok Shop's return window, you can initiate the return directly in the TikTok app under My Orders → After-sales.

If your order is past the return window but you believe there's a manufacturing defect, Lucyd's 1-year warranty may still apply — please send the items above and we'll review.

Best,
{agent_name}
Lucyd Customer Support

T-6 — Meta DM: Real Customer, No Order Number Yet

Use when: A real customer (not creator/spam) reaches out via Facebook or Instagram DM and references a purchase but hasn’t shared an order #.

Hi {customer_first_name},

Thanks for messaging Lucyd. Happy to help.

Could you share either:

• Your order number (it usually starts with #1, like #1XXXX), or
• The email address you used at checkout

That way I can pull up your order and get you the right next steps.

Best,
{agent_name}
Lucyd Customer Support

T-7 — Creator / Influencer / PR Pitch Redirect

Use when: IG/FB DM (or email) is a creator collab pitch, not a customer support issue.

Hi there,

Thanks so much for reaching out — collaborations and creator partnerships aren't handled through our support team. Please send any partnership inquiries to marketing@lucyd.co and the right team will get back to you.

In the meantime, you can also tag @lucydeyewear in any content you create — we love seeing it!

Best,
Lucyd Customer Support

Then: Close ticket. Tag Issue: Spam-PR so we can measure volume.

T-8 — Conference / Event Invite Auto-Decline

Use when: DM or email is an unsolicited conference/event/networking invite.

Hi,

Thanks for thinking of us. We're not able to take on event commitments through our support channels — please send event-related inquiries to events@lucyd.co and a team member will follow up if there's a fit.

Best,
Lucyd

Then: Close ticket. Tag Issue: Spam-Event.

T-9 — Lucyd Pro Insurance Retroactive Offer (within 30 days of purchase)

Use when: Marketplace customer is out of warranty or has user damage, but their original purchase is within 30 days.

Hi {customer_first_name},

Looking at the timing of your order, I'm able to offer Lucyd Pro Insurance — our 2-year extended protection plan. For $99, this covers accidental damage and extends your warranty to 2 years.

If you'd like to add it, reply with "Yes" and I'll send a payment link. Once active, it covers your current claim.

Best,
{agent_name}
Lucyd Customer Support

Eligibility check: Order must be within 30 days of purchase date. Confirm before sending.

T-10 — User Damage Decline + 50% Replacement Discount

Use when: 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

Source: Existing Coda KB page “when to offer 50% refund.”

T-11 — Amazon Buyer-Seller Reply Mirror (internal note format)

Use when: After replying to an Amazon Buyer-Seller message in Seller Central, mirror to Gorgias.

[Replied on Amazon Seller Central — {timestamp}]

To: {customer_name}
Re: Amazon Order #{amazon_order_id}

{Full text of the message sent in Seller Central}

—
Reply mirrored by {agent_name} for record-keeping. Ticket closed in Gorgias.

Why: Today we have ZERO record of Amazon-side replies. This mirror is mandatory.

T-12 — A-to-Z Claim Internal Escalation

Use when: Filing an A-to-Z claim notification with Alex.

@alex — A-to-Z claim filed

• Amazon Order ID: {order_id}
• Customer: {customer_name}
• Claim reason: {reason from Amazon notification}
• Our prior response history (Gorgias ticket): {gorgias_url}
• Shipment tracking: {tracking_url}
• Customer video (if provided): {link}
• Suggested response: {agent's_first_draft}

Need your review before responding in Seller Central. Amazon deadline: {date}.

Source: Slack message template for #cs-escalations.

T-13 — Story Mention Auto-Acknowledge

Use when: IG story_mention with no text, just a tag.

Thanks for the shoutout 🕶️

Then: Close ticket. Tag Issue: Spam-StoryMention (it’s not really spam, but it’s noise — we use the tag to measure volume).

T-14 — Phishing DM Response (none — just close)

Use when: DM is a Meta phishing message (“⚠️ Policy violation, submit appeal”, etc.).

Action:

DO NOT click any links.
DO NOT reply.
Mark as spam in Meta Business Suite (Report → Spam).
Close in Gorgias. Tag Issue: Spam-Phishing.

T-15 — Hybrid Rx Order (Amazon-fulfilled, Lucyd-cut lens)

Use when: Customer reports Rx issue on an order that originated on Amazon but Lucyd’s lab cut the lenses.

Source: Based on Intercom convo 215474131707336 (Christopher Scorzo).

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

T-16 — Negative Public Review Acknowledgment (Amazon)

Use when: Customer mentions they left a negative Amazon review and you’re responding to the ticket.

Action plan:

Escalate to Alex + Marketing in Slack BEFORE replying.
Use the template below only after Alex approves the path forward.

Hi {customer_first_name},

Thank you for the feedback — we take every review seriously, and I'm sorry your experience didn't meet the bar we set for ourselves.

I'd love to make this right. {Resolution details — Alex to approve}. Once we resolve the underlying issue, you're welcome (but not obligated) to revise your review on Amazon if your experience changes.

Best,
{agent_name}
Lucyd Customer Support

Never: Pressure a customer to remove or alter a review. Amazon’s policies prohibit this and the consequences are severe.

T-17 — Walmart: Warranty Intake (past Walmart’s return window)

Use when: Walmart customer is past Walmart’s standard return window but within Lucyd’s 1-year warranty. Mirrors T-4 (Amazon).

Hi {customer_first_name},

Thanks for reaching out. Your order is past Walmart's standard return window, but Lucyd's 1-year limited warranty still covers manufacturing defects — so we may be able to help directly.

To evaluate your warranty claim, could you reply with:

1. Your Walmart Purchase Order ID (typically formatted 1-XXX-XXX-XXXXX, or the 13-digit numeric ID from your order confirmation)
2. A screenshot of your original Walmart order receipt
3. A short video clearly showing the issue
4. Your full name, shipping address, and a preferred phone number

Once we have this, we'll review and, if eligible, ship a replacement directly to you from our Miami warehouse.

Best,
{agent_name}
Lucyd Customer Support

T-18 — Walmart: Refund Within Return Window (redirect to Walmart)

Use when: Walmart customer asks for a refund and the order is within Walmart’s standard return window. Mirrors T-3 (Amazon).

Hi {customer_first_name},

Thanks for getting in touch. Because this order was placed through Walmart, your refund will be processed directly by Walmart — they hold the payment and manage returns within the standard return window.

Here's how to initiate the return:

1. Sign in to Walmart.com and go to Your Account → Purchase History
2. Find the order and select "Start a Return"
3. Follow the on-screen instructions to print a return label

Once Walmart receives the item, your refund will be processed automatically.

If you have any trouble with the return, or if there's a defect we should know about beyond the standard return reason, please let me know and we can look into a direct warranty replacement.

Best,
{agent_name}
Lucyd Customer Support

Note: Do NOT issue a refund in Shopify for a Walmart order. The funds are held by Walmart.

T-19 — Walmart Seller Center Reply Mirror (internal note format)

Use when: After replying to a Walmart Seller Center message, mirror the reply to Gorgias as an internal note. Parallel to T-11 (Amazon).

[Replied on Walmart Seller Center — {timestamp}]

To: {customer_name}
Re: Walmart Purchase Order #{walmart_order_id}

{Full text of the message sent in Walmart Seller Center}

—
Reply mirrored by {agent_name} for record-keeping. Ticket closed in Gorgias.

Why: Same reasoning as the Amazon mirror — without this, Lucyd has no record of Walmart-side replies, and we can’t QA or handle follow-ups when shifts change.

Macro Loading Checklist

When Gorgias is provisioned, load these macros in this order with the MKT- prefix:

Documentation maintained by Alex Alexander Last updated: May 2026

Last reviewed: 2026-05-26 Owner: alex