Phone — Escalation
When and how to escalate a call to Lucyd US (Alex).
Source: Coda KB p48. Lucyd’s escalation point is Alex Alexander (CS Operations Lead).
When to escalate
| Situation | Escalate to |
|---|---|
| Customer threatens chargeback or legal action | Alex (Slack #cs-escalations) |
| A-to-Z claim filed on Amazon | Alex within 4 hours (per D-8) |
| Walmart Marketplace Safety Claim | Alex within 4 hours (parallel to A-to-Z) |
| Negative public review referenced | Alex + Marketing (per D-12) |
| International Rx mismatch | Alex (per Rx mismatch scripts) |
| Customer requests goodwill > $50 | Alex |
| Bulk/B2B order issue (>5 units) | Joaquin Abondano (COO) |
| Press / creator / event invite | Marketing (marketing@lucyd.co) |
| Anything you’re unsure how to handle | Alex |
How to escalate
Email / Chat (Gorgias)
- Tag Alex Alexander in Gorgias.
- Transfer the ticket to him.
- Add an internal note summarizing the situation, what you’ve already done, and what you need.
Phone (voice)
Lucyd US is on Pacific / Eastern hours. For after-hours voice escalation:
- Schedule a callback via Alex’s calendar link.
- In the meeting invite, include:
- Order # (if relevant)
- Product
- Description of the issue
- Customer’s preferred callback time
Booking link: calendar.app.google/TBD-ALEX-ALEXANDER — Joaquin to provide Alex’s actual calendar link before go-live.
Slack
For internal escalations that don’t require an immediate customer touch:
#cs-escalations— general#cs-amazon-claims— A-to-Z coordination#wow24-transition— Wow24-7 working channel during cutover
Tag Alex by name. Use threads — don’t blast top-level messages for non-urgent items.
What to tell the customer
When you have to escalate while the customer is on the line:
“I want to make sure we handle this properly. I’m going to bring in our [CS Operations Lead / supervisor / specialist] on this. They’ll review and reach out to you within [X hours]. Could you confirm the best [phone number / email] to reach you?”
Never promise an outcome you don’t have authority to deliver. If you’re escalating because you don’t know the right answer, say:
“I want to give you accurate information rather than guess. Let me check with our team and get back to you within [X hours].”
After escalating
- Document the escalation in the Shopify order timeline OR in Gorgias.
- Confirm the customer’s contact info.
- Send the customer a confirmation email noting that you’ve escalated and they’ll hear back within [X hours].
- Set a reminder to follow up if you haven’t heard from Alex by the deadline.
Decision rights cheat-sheet
| Decision | Who can approve |
|---|---|
| Warranty replacement (within 1-year window) | Any Wow24-7 agent (after intake checklist) |
| Refund of any amount on a marketplace order | NO ONE on the Lucyd side — must go through the marketplace |
| Refund on a DTC order within the 7-day window | Any Wow24-7 agent |
| Goodwill credit ≤ $50 | Any Wow24-7 agent |
| Goodwill credit > $50 or free upgrade | Alex |
| A-to-Z claim response | Alex + Joaquin (financial impact) |
| Negative public review escalation | Alex + Marketing |
| Wholesale or B2B routing | Sales (route, don’t decide) |
| Scope change (new platform added) | Joaquin |
See also: Answering script · DECISIONS log