Wow24-7 onboarding runbook

Day-1 setup checklist for Wow24-7 agents joining Lucyd customer support.

This page is the day-1 checklist for any new Wow24-7 agent joining the Lucyd account. Work through it in order. If anything is missing or unclear, ping Alex in #wow24-transition.

1. Access provisioning (Alex owns these)

By the end of week 1, you should have logins to:

• Gorgias — primary ticket platform (full agent role)
• Amazon Seller Central — limited role (Buyer-Seller Messaging + scorecard view)
• Walmart Seller Center — limited role (Messages + Orders + scorecard)
• TikTok Shop Seller Center — limited role
• Meta Business Suite — DM and Commerce Manager access
• Shopify (Lucyd) — read-only for order lookup
• ShipStation — full agent role (for warranty replacement label generation)
• Slack — invited to #cs-escalations, #wow24-transition, #cs-amazon-claims
• help.lucyd.co/internal — Cloudflare Access via your @wow24-7.io (or assigned) email

If any of these are missing on day 2, escalate to Alex.

2. Read this first (in order)

Get a complete picture of how Lucyd’s CS operation runs:

1. DIVISION — who’s on the team, what’s in / out of scope, channels, decision rights.
2. PROCESSES — ticket handling per platform (Amazon, Walmart, TikTok, Meta), hybrid Rx flow, spam triage, vendor health.
3. DECISIONS — D-1 through D-16 — every policy with rationale. The “why” behind everything.
4. SYSTEMS — tool-by-tool guide to Gorgias / Seller Central / etc.
5. TEMPLATES — T-1 through T-19. Plus see Macros library for the same in MD form.
6. CUSTOM-INSTRUCTIONS — how to use AI assistance (Fin AI / Claude Project) on tickets.

3. The 3 things that are easy to get wrong

These are Lucyd-specific gotchas. Internalize them before sending your first reply.

3a. Amazon Buyer-Seller messages get replied to IN Amazon Seller Central, not in Gorgias

When you see a ticket from @marketplace.amazon.com:

• Open Amazon Seller Central in a new tab.
• Find the matching message and reply THERE.
• Then come back to Gorgias and paste your reply as an internal note (use macro T-11).
• Close the Gorgias ticket.

Replying only in Gorgias on an Amazon Buyer-Seller ticket = you missed Amazon’s 24-hour SLA. We get scored on this.

3b. Marketplace orders are REPLACEMENT-ONLY — Lucyd never refunds them

Per D-2:

• Amazon / Walmart / TikTok / Meta customers asking for a refund get directed to the marketplace’s own returns flow.
• Lucyd never issues cash refunds on marketplace orders because the marketplace holds the funds.
• Past the platform’s return window, Lucyd offers warranty replacement only (defects only).

If you’re tempted to “just refund them in Shopify,” stop — the funds aren’t in Shopify.

3c. Custom lenses are NEVER refundable

Per D-14: once cut, custom lenses can’t be resold. Frame and standard shipping refundable; custom lens line item is always deducted from the refund total. This applies even when the customer is inside the 7-day window. Communicate this clearly.

4. Practice tickets (week 1)

Before going live on real customer tickets, run through 3 sample scenarios with Alex:

• Amazon Buyer-Seller warranty case — customer has a defective Lyte, bought on Amazon 4 months ago.
• TikTok Shop first-time inquiry — TikTok customer asks “where is my order?” 5 days after purchase.
• Meta DM noise — Instagram DM from a creator pitching a collab.

Alex reviews each one. We do this before your real tickets to catch process drift early.

5. First-10-tickets review cycle

Alex reviews the first 10 tickets per platform that you handle live:

• 10 Amazon tickets
• 10 Walmart tickets
• 10 TikTok tickets
• 10 Meta tickets

Feedback comes in #cs-escalations on the same business day. Catches drift early, builds your judgment for the platform-specific rules.

6. Daily routines

Start of shift (5 minutes)

• Open Gorgias and triage the queue (sort by oldest open marketplace ticket).
• Check Amazon Seller Central → Performance → Account Health for any new ODR / SLA / policy notices. If any score is below target, post in #cs-escalations.
• Glance at the Walmart Seller Center scorecard and the TikTok Seller Center performance page.

During shift

• Tag every ticket with Platform, Channel, and Issue before closing. Required. Per D-7.
• Mirror Amazon Buyer-Seller replies + Walmart Seller Center replies to Gorgias as internal notes.
• Use macros where they fit (browse the Macros library). Customize where the situation needs it.
• Don’t engage with phishing DMs. Don’t reply to creator pitches as if they were customer issues.

End of shift

• Clear all “open” tickets you’ve touched — they should be Resolved, Pending, or escalated.
• Note any pattern you saw (e.g., “5 customers this shift asking about [thing]”) — surface in #cs-escalations. This is how the macro library evolves.

7. Knowing when to ask

You should escalate to Alex when:

• The situation isn’t covered in this KB.
• A customer threatens chargeback or legal action.
• An A-to-Z claim or Walmart Marketplace Safety Claim is referenced.
• A negative public review is referenced.
• Any goodwill > $50.
• You’re not sure.

Better to escalate than to set precedent on something we’ll later have to unwind.

8. Where to find specific guidance

9. Contact for issues

Next: Wow24-7 escalation paths (to be added) · Scorecards (to be added)