Marketplace Support — Findings & Recommendations (May 2026)

Lucyd marketplace customer support standard operating procedure (Wow24-7 + Lucyd CS team).

Marketplace Support — Research Findings & Recommendations

Prepared for: Alex Alexander Prepared by: Marketplace Support research pass Date: May 21, 2026 Context: Bohdan Artiushenko (Wow24-7) requested transition support for Amazon, TikTok, and Meta tickets moving into Gorgias. This document captures what the research surfaced and what we recommend in addition to the SOP.

What We Found

Volume picture (Intercom, past 12 months)

Top findings

1. Amazon volume is small once you filter noise. Real Amazon support volume is single-digits to low-double-digits per month. The “flood” is almost entirely Seller News and order/refund notifications.

2. Amazon Buyer-Seller replies happen on Amazon, not in Intercom. Confirmed by Alex’s pattern: “Sofiia I’ll reply on Amazon” internal note, then closing. We have ZERO record of what’s actually said to Amazon customers. This is a compliance hole and a QA hole.

3. Sofiia already developed a strong warranty intake template for Amazon tickets (order #, receipt screenshot, video, address, phone). It’s currently tribal knowledge — we’re formalizing it as macro T-1.

4. TikTok Shop is greenfield. No historical tickets. Wow24-7 will write the first TikTok policy. We’ve defaulted to an Amazon-modeled playbook with explicit “escalate everything novel” guidance.

5. Meta DMs are ~70% noise. Creator collab pitches, conference invites, Meta phishing (“policy violation” scams), story mentions. The real DMs (order follow-ups) are buried.

6. The hybrid Amazon-Rx case is real and recurring. Customers buy a frame on Amazon (sometimes FBA), then Lucyd’s lab cuts the Rx. When the lens is wrong, the order is Amazon’s but the responsibility is ours. Captured as PROCESSES.md §6.

7. Walmart Marketplace is active in Intercom today (~1,400 conversations) but wasn’t in Bohdan’s transition brief. Worth confirming whether to add to Gorgias scope.

8. The “Platforms” custom attribute is null on 100% of historical tickets. We literally cannot measure channel mix from past data.

9. No KB articles cover marketplace returns. The 27 Intercom Help Center articles say nothing about Amazon, TikTok, or Meta. The Coda KB has one “Amazon Replacements” page, no TikTok, no Meta.

10. First-response time is being artificially good because of auto-ack. Customers see “Thanks, we’ll get back to you” instantly, but real first reply is often 2+ hours later.

What We Recommend (Beyond the SOP)

These are the things to do alongside the SOP rollout. The SOP captures policy and process; this list captures the meta-changes that make the SOP work.

Quick wins (next 2 weeks)

1. Reply to Bohdan with the SOP attached and confirm we’re aligned on the in-scope platforms (Amazon, TikTok, Meta) — explicitly raise Walmart as an open question.

2. Get Shopify MCP authenticated so we can complete the marketplace sales-data analysis. The Shopify research returned blocked during this pass — we built the SOP without it, but the order-volume picture has a hole we should close before the second draft.

3. Configure Gorgias triage rules first, before Wow24-7 goes live. The 70% noise rate on Meta DMs and 90% noise rate on Amazon inbox will swamp any new system unless filtered at intake. The 7 patterns in PROCESSES.md §7 should all be configured as auto-rules before the first agent logs in.

4. Make the Platform tag required at workflow level. This is the single biggest measurement fix. Today the field is null on every Intercom ticket — Gorgias is the moment to enforce it.

5. Set up the Slack channels: #cs-escalations (general), #cs-amazon-claims (A-to-Z coordination), and #wow24-transition (already exists?). The escalation paths in the SOP assume these are live.

Process gaps to close (next 30 days)

6. Train Wow24-7 on the Seller Central mirror rule during transition kickoff. This is the single most counterintuitive policy in the entire SOP — agents will default to “reply in Gorgias because that’s where the ticket is.” Cover it explicitly in week 1 training and audit a sample of Amazon Buyer-Seller tickets in week 2.

7. Get TikTok Shop access provisioned (Bohdan’s blocker). Until then, route all TikTok tickets to Alex/Alex. Document the first 10 TikTok tickets in DECISIONS.md so we build precedent quickly.

8. Add marketplace pages to the Coda KB:

   • Update the existing “Amazon Replacements” page to reflect the new intake template and Gorgias workflow
   • Create a new “TikTok Shop Support” page (mostly pointing to PROCESSES.md §3)
   • Create a new “Meta DM Triage” page focused on the 70% noise filter
   • Update the Return Policy article to clarify that the $15 restocking fee does NOT apply to marketplace orders

9. Create a Daily Scorecard Digest — pull Amazon ODR, response time, and any policy notices into a single Slack message at 9am ET. This gives Wow24-7 and Alex a 5-minute health check each morning.

10. Build a “first 10 tickets” review cycle for each platform. The first time Wow24-7 handles 10 Amazon / 10 TikTok / 10 Meta tickets in Gorgias, Alex reviews each one. Catches drift early.

Strategic recommendations (next quarter)

11. Audit Amazon-side message history if possible. Alex’s “I’ll reply on Amazon” pattern means we have no record. Pulling the last 90 days of Seller Central messages and indexing them would give us a baseline for QA and template refinement. (Amazon’s Buyer-Seller export is limited — may be a manual job.)

12. Decide on Walmart scope explicitly. Either add it to Wow24-7’s Gorgias scope (and extend the SOP — Walmart’s playbook will mirror Amazon’s) or formally exclude it and keep Walmart in the current handling. Right now it’s in limbo.

13. Build vendor scorecards for Wow24-7 itself. Track: tickets closed per agent, Platform tag completeness, escalation rate, Amazon mirror compliance (audit-sampled), CSAT (when we start collecting it). Bohdan’s email mentions presenting “implementation fee and exact timelines” — vendor scorecard expectations should be part of the contract.

14. Stand up CSAT measurement. Currently 0% of Intercom conversations have CSAT ratings. With Gorgias and marketplace-specific routing, we can finally measure customer sentiment per channel.

15. Investigate whether to consolidate Intercom → Gorgias entirely. If Gorgias is good enough for marketplaces, it’s likely good enough for direct-to-consumer chat too. The “two tools open” overhead of the current transition plan is sustainable for a quarter but not a long-term operating model.

Risks to flag to Bohdan in the reply

• Implementation fee and timelines — Bohdan said he’d share these after his AI & Automation team completes the plan. Worth aligning on rough magnitude before he commits.
• Wow24-7 agent training time — the Seller Central mirror rule, hybrid Rx case, and TikTok greenfield handling will require 2–3 hours of structured training per agent, not just SOP handoff.
• Amazon vendor score recovery timeline — Bohdan flagged scores are currently impacted. The SOP should help, but recovery is a function of Amazon’s rolling 60-day window. Be honest about timing.

What We Couldn’t Answer (Open Questions for You)

Files Delivered

Prepared for Alex Alexander as part of the Wow24-7 marketplace transition. May 2026.