Operations — Daily Scorecard Digest
5-minute morning health check pulled into Slack at 9 AM ET.
Source: FINDINGS-AND-RECOMMENDATIONS rec #9. Daily Scorecard Digest is a single Slack message at 9 AM ET that gives the Wow24-7 lead + Alex a 5-minute morning health check on every marketplace.
What’s in the digest
A single Slack post to #cs-escalations at 9 AM ET with the following fields:
🌅 Lucyd CS Daily Scorecard — {date}
AMAZON
• ODR: {current %} (target < 1%) {status icon}
• Late Shipment Rate: {%} (target < 4%)
• Buyer-Seller Response Rate (last 24h): {%}
• Open A-to-Z claims: {count} {if > 0 → ⚠️}
• New 1- or 2-star reviews: {count} {if > 0 → 🔻}
WALMART
• Seller Standards score: {grade}
• Customer Contact Response Rate: {%}
• Open Marketplace Safety Claims: {count}
TIKTOK SHOP
• Seller rating: {score}
• Open after-sales tickets: {count}
META
• FB/IG message response rate: {%}
• Open Commerce-platform tickets: {count}
GORGIAS QUEUE
• Open marketplace tickets: {count}
• Aging > 20 hrs (Amazon SLA risk): {count} {if > 0 → 🔻}
• Aging > 40 hrs (Walmart SLA risk): {count} {if > 0 → 🔻}
• Unset Platform tag: {count} {if > 0 → ⚠️}
ESCALATIONS PENDING
{list of unresolved escalations from #cs-escalations older than 24h}Who reads it
- Wow24-7 day-shift lead — reads it at shift start, prioritizes the queue.
- Alex Alexander — reviews any 🔻 / ⚠️ flags and escalates as needed.
- Joaquin Abondano (COO) — reviews on Mondays + when scores drop.
Action thresholds
| Signal | Action |
|---|---|
| Amazon ODR > 1% | Alex digs into the drivers (open A-to-Z, recent neg feedback, recent chargebacks). |
| Walmart Seller Standards below “Good” grade | Same investigation as ODR. |
| Buyer-Seller Response Rate < 95% (Amazon) or < 90% (Walmart) | Wow24-7 lead audits the missed-response queue. |
| Open A-to-Z claim count > 2 | Alex escalates to Joaquin. |
| Aging > 20 hrs (Amazon) | Wow24-7 lead reassigns the queue. |
| Unset Platform tag count > 5 | Wow24-7 lead does a tagging sweep. |
How it’s generated
Current state (Phase 1): Manual at first — Wow24-7 lead pulls the numbers from each Seller Center dashboard, fills the template, posts to Slack.
Target state (Phase 2): Automated cron from the JBot or MktgBot fleet. Each marketplace has API access; the bot pulls scores nightly, posts the digest at 9 AM ET, and tags Alex when any threshold is breached. See FINDINGS-AND-RECOMMENDATIONS rec #9 for the broader rationale.
What this digest doesn’t replace
- Real-time alerts — A-to-Z claims, Marketplace Safety Claims, and policy strikes must still escalate immediately when they hit (not wait for the next morning’s digest).
- Weekly + monthly reporting — the digest is operational; the broader trend reports live elsewhere (Joaquin’s exec dashboards).
See also: Access matrix · SYSTEMS — Scorecards in Amazon Seller Central · Escalation