Bad Review Outreach Protocol

How to find, reach, and try to resolve a negative public review across Okendo, Trustpilot, Google Maps, and Amazon.

Source: Coda KB p105. Broader than the marketplace-only Bad Review handling in DECISIONS.md D-12 — this covers every platform Lucyd is reviewed on.

When to engage

If Tech Support or Marketing sees a bad review on one of the platforms below, escalate to Alex + Marketing first (per D-12), then run this outreach.

Platform-by-platform outreach

Okendo / Shopify Reviews

Reach out to the customer at the order email.
Don’t reply publicly on Okendo unless Marketing approves.

Shop Marketplace

Reach out via the order email. Shop Marketplace doesn’t have a public reply mechanism for sellers.

Trustpilot

Reply publicly on Trustpilot with the message below.
Also reach out via the order email if you can locate it (use the same message in both places).

Google Maps

Reply publicly on Google Maps if you can (must be done from the verified business profile — usually Marketing’s account).
Reach out via the order email if you can locate it — search by the name on the Google review.

Amazon

Hardest to reach the customer. Amazon does not surface buyer emails directly.
Try to find the customer’s name in the recent order queue in Seller Central.
If you can match them, send a Buyer-Seller message (this is the only channel — see PROCESSES §2 Amazon).

Outreach script

Subject

Lucyd Order Follow Up

Body

Dear ____,

Thank you for being a Lucyd customer. Our goal is customer satisfaction, and when I saw your review I wanted to reach out and try to make things right.

IF ORDER ISSUE IS WELL UNDERSTOOD: I reviewed the order, and I believe I found a solution. We can provide a (replacement / redo / partial refund / refund) of this order. Please confirm this solution is acceptable and we will proceed.

IF ORDER ISSUE IS NOT UNDERSTOOD: I am trying to find more information about your order. In the meantime, can you please share what happened? I’d like to be able to resolve this for you.

Thanks again for choosing Lucyd, and please let me know if there is anything else I can do to help.

Best,

Lucyd Customer Support

After they reply — if they’re satisfied

Thank you so much for your patience and understanding. If it’s not too much trouble, please consider revising your review. Thanks again and have a great day!

Never: pressure a customer to remove or alter a review. Amazon’s policies prohibit this and the consequences (account suspension) are severe. The same hands-off principle applies on all platforms — the request must be soft and only after the issue is resolved.

Concessions you can offer to defuse a bad review

Most negative reviews come from prescription issues: a frame had to be remade, the order took too long, or the customer was upset with our lens refund policy. If the customer is angry or likely to escalate, offer one of:

50% partial refund on an otherwise non-refundable lens.
Total refund on an inexpensive lens (under $100).
Upgrade to a newer model at no additional cost.
Express shipping upgrade on a replacement unit.
Lucyd gift card for a future purchase.

Choose based on the customer’s specific complaint — there’s no flat rule.

Preventing negative reviews in the first place

These reviews are downstream of the upstream issue. Watch for these patterns and intercept before the customer goes public:

Rx orders sitting at the lab > 10 business days without communication → proactively reach out before the customer asks.
Returns denied for being just outside the window → use judgment when only a few days late (per D-13).
Custom-lens non-refundability surprise → make this explicit on the public KB (it is, see DTC returns).
Marketplace customer expecting a Lucyd refund → redirect them to the marketplace’s returns flow promptly per D-2.

Last reviewed: 2026-05-26 Owner: alex