Source: Coda KB p70, Intercom macros library — original numbered #2. When to use: Customer is returning their existing pair and we’re shipping a replacement.
Hi {customer_first_name},
Thanks for confirming. I've sent a return shipping label to your email — please ship the original pair back using that label, and once we receive it we'll ship your replacement.
If the issue is one we don't require a return for (e.g., a clearly defective audio component with a video confirming the defect), let me know and I'll send the replacement immediately without waiting for the return.
A few quick notes:
- Please include all original accessories in the return (charging cable, case).
- Custom lenses are non-refundable, but we can transfer them to the replacement frame if you'd like — let me know.
Best,
{agent_name}
Lucyd Customer Support