Replacements — Non-Rx Shopify workflow

Step-by-step Shopify duplicate-order workflow for warranty replacements.

Source: Coda KB p78–81.

When to use this workflow

Use the non-Rx replacement workflow when:

• A customer has a broken frame (verified by photo). They don’t need to return the broken frame — we just send the replacement.
• A customer with an Amazon / Walmart / TikTok / Meta order has a verified manufacturing defect and is within their 1-year warranty (see marketplace replacement variants).
• A customer’s order is past the marketplace’s return window but within Lucyd’s warranty.

For Rx / custom-lens replacements, see the custom-lens warranty workflow (to be ported next).

Pre-checks

Before creating a replacement order:

1. Verify the order date. Customer must be within the 1-year warranty window (or 24 months if they have Lucyd Pro Insurance).
2. Verify photos / video of the defect. No replacement without proof.
3. Check for repeat replacements. If the customer has received more than one replacement in the last 6 months, escalate to Alex before processing — this is a potential abuse signal.
4. Note the order timeline in Shopify with the verification step you completed.

The 6-step Shopify duplicate-order workflow

Screenshots for these steps are referenced in Coda p78-81 and Coda p95-98 (Amazon variant). When porting screenshots into this site, place them under public/sop-screenshots/ and link inline.

Step 1 — Open the original order, duplicate it

1. Open the customer’s original order in Shopify.
2. Click More actions in the top right.
3. Select Duplicate.

You’ll be taken to a new draft order.

Step 2 — Adjust line items (if needed)

Some customer cases need only the frame replaced — not the custom lenses:

• If broken frame only, replace frame only: remove the custom-lens line item. Search for and add the frame as a stand-alone item.
• If the original was a stock frame (no custom lenses): leave the line items as-is.
• If the customer wants a different (smaller / larger) frame because the original didn’t fit: swap the frame to the new SKU. Free of charge if same retail price; otherwise escalate to Alex for pricing decision.

Step 3 — Zero out the price

1. Click on the highlighted blue price for each line item.
2. A “Custom price” box appears.
3. Enter the same dollar value (so the discount applied = total cost).
4. Click Done. The line item now shows $0.

Repeat for each line item that should be free.

Step 4 — Collect payment as “paid”

1. On the right side of the order, click Collect payment.
2. Select Mark as paid.
3. Confirm. The order is now in a paid state at $0.

Step 5 — Tag the order

1. In the Tags field at the bottom-right of the order, add: warranty.
2. (Optional but recommended) Add additional tags for the original platform and issue category: e.g. amazon, defective-audio.

Step 6 — Create the order

Click Create order. Shopify generates the order; ShipStation picks it up; ships from Lucyd Miami within 1–2 business days.

Confirm to customer

Hi {customer_first_name},

I've processed a replacement order for your {product_name}. You'll receive
a separate email with tracking information once it ships from our Miami
warehouse — usually within 1–2 business days.

You don't need to return your current pair (since we've verified the defect
from the photos/video you sent).

Let me know if there's anything else I can help with.

Best,
{agent_name}
Lucyd Customer Support

For Amazon Buyer-Seller cases, mirror the reply to Amazon Seller Central per T-11.

Common pitfalls

• Forgetting to zero out the price. The customer gets charged again — credit-card-fraud-style ticket follows.
• Setting the wrong ship-from location — should be Lucyd Miami, never Amazon FBA or the lab.
• Forgetting the warranty tag. Without it we can’t track warranty replacement volume.
• Issuing the replacement before verifying the photo / video. Replacements without proof are the easiest abuse vector.

After processing

• Document the timeline in the customer’s order.
• If this was a marketplace order: tag the marketplace platform (amazon, walmart, tiktok).
• Confirm tracking has been emailed to the customer once ShipStation generates it.

See also: Amazon replacements · PROCESSES §5 Warranty Workflow · Phone returns & refunds