Marketplace Support — Processes

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

MARKETPLACE SUPPORT PROCESSES

Lucyd Agentic Operating Division

Project Name: Customer Support — Marketplace Operations Owner: Alex Alexander Backup: TBD (Joaquin to confirm) Last Updated: May 2026

How to Use This Document

Every Wow24-7 agent handling marketplace tickets should be able to follow these workflows end-to-end without escalating to Lucyd for routine cases. When a ticket hits a “Stop — escalate” point, post in the agreed Slack channel and tag Alex.

Each workflow has a Claude Can Help With section flagging where AI assistance (Fin AI in Gorgias, or a Claude project) can take the first pass.

1. Identifying Marketplace Origin

Overview

Every marketplace ticket must be tagged with platform-of-origin in Gorgias before any other work begins. This is how Lucyd measures vendor scorecards. Today this attribute is null on 100% of historical Intercom tickets — that ends with the transition.

Identification Rules

Steps

1. Open the ticket in Gorgias.
2. Look at the sender domain and ticket source first — this gives you the channel.
3. Look at the customer’s message for an order number. Match its format against the table above.
4. Set the Platform tag in Gorgias before doing anything else (Amazon / Walmart / TikTok / Meta-FB / Meta-IG / Shopify).
5. If you cannot identify the platform from the message, ask the customer in your first reply: “Could you share the order number from your purchase?” — never guess.

Claude Can Help With

• Auto-classifying inbound tickets by source signals
• Detecting the order-number format and suggesting the right Platform tag
• Surfacing past tickets from the same customer across platforms

Human Judgment Required

• Ambiguous tickets where the customer references multiple purchases
• Deciding to escalate when a ticket is unclear

2. Amazon Ticket Handling

Overview

Amazon tickets arrive through two distinct channels and are handled differently. This is the single most important distinction in the entire SOP — getting it wrong impacts ODR and is invisible to Lucyd today because Amazon-side replies don’t sync back to Intercom.

Decision Tree

Amazon ticket arrives
    │
    ├── Did it come from @marketplace.amazon.com?
    │     │
    │     ├── YES → Channel A: Buyer-Seller Messaging
    │     │         (reply IN Amazon Seller Central, NOT in Gorgias)
    │     │
    │     └── NO  → Channel B: Direct contact (email/chat)
    │                (reply normally in Gorgias)
    │
    ├── Is the request a return/refund within Amazon's window?
    │     │
    │     ├── YES → Direct customer to Amazon's Returns Center
    │     │         (Amazon owns the refund; we do not issue cash)
    │     │
    │     └── NO  → Continue to warranty replacement flow (§5)
    │
    └── Is this an A-to-Z claim?
          │
          └── YES → STOP. Escalate to Alex within 4 hrs (financial risk)

Channel A — Buyer-Seller Messaging (the @marketplace.amazon.com case)

Why this is special: Amazon requires sellers to respond to buyer messages within 24 hours through their Buyer-Seller Messaging system. Replies sent only through Gorgias/Intercom do NOT count toward Amazon’s response metrics, even if they reach the customer.

Steps

1. Open Amazon Seller Central in a separate tab. Navigate to Messages → Buyer-Seller Messages.
2. Find the matching message by customer name or Amazon order ID.
3. Draft the reply in Seller Central, using the appropriate template from TEMPLATES.md (§T-1 for warranty, §T-5 for refund redirect).
4. Send the reply through Amazon. This satisfies Amazon’s response SLA.
5. Return to Gorgias. Paste the full text of your reply into the ticket as an internal note (not a customer-facing reply). Prefix with [Replied on Amazon Seller Central — ${timestamp}].
6. Tag the ticket Platform: Amazon + Channel: Buyer-Seller + close.

Why we mirror to Gorgias

Today, Amazon-side replies are invisible to Lucyd. We have no record of what’s been said, no way to QA, and no way to handle a follow-up if the original agent is off-shift. The mirror-to-Gorgias rule fixes this and is non-negotiable.

Channel B — Customer contacted us directly

The customer bought on Amazon but emailed us at info@lucyd.co or used the Shopify contact form. Reply normally in Gorgias using marketplace templates. Apply marketplace-specific policies: Lucyd never issues refunds on Amazon orders — refunds route through Amazon’s own returns flow per D-2. Past Amazon’s return window we offer warranty replacement only (per D-3).

Stop — Escalate

• A-to-Z claim filed → Alex within 4 hours
• Negative public review referenced → Alex + Marketing
• Customer threatens legal action or chargeback → Alex Alexander
• Bulk/B2B Amazon order (>5 units) → Joaquin

Claude Can Help With

• Drafting the initial Seller Central reply using approved templates
• Cross-referencing the Amazon order ID against Shopify (Rx hybrid case)
• Detecting A-to-Z claim language for auto-escalation

Human Judgment Required

• Final approval of the Seller Central message (sent under Lucyd’s seller account)
• Goodwill decisions above $50
• A-to-Z claim narrative

2.5 Walmart Ticket Handling

Overview

Walmart Marketplace was confirmed in scope May 21, 2026 (DECISIONS.md D-9.5). The Walmart playbook mirrors Amazon’s two-channel structure: messages arriving through Walmart Seller Center vs. customers contacting Lucyd directly. Walmart Seller Standards (Walmart’s seller scorecard) tracks response time, on-time shipment, and order defect rate — protect these the same way you protect Amazon’s ODR.

Decision Tree

Walmart ticket arrives
    │
    ├── Did it come through Walmart Seller Center / @relay.walmart.com?
    │     │
    │     ├── YES → Channel A: Walmart Seller Center Messaging
    │     │         (reply IN Walmart Seller Center, mirror to Gorgias)
    │     │
    │     └── NO  → Channel B: Direct contact (email/chat)
    │                (reply normally in Gorgias)
    │
    ├── Return/refund within Walmart's return window?
    │     │
    │     ├── YES → Direct to Walmart Returns flow
    │     │         (Walmart owns the refund; we do not issue cash)
    │     │
    │     └── NO  → Continue to warranty replacement flow (§5)
    │
    └── Walmart Marketplace Safety Claim / SLA escalation?
          │
          └── YES → STOP. Escalate to Alex within 4 hrs (mirror Amazon A-to-Z handling)

Channel A — Walmart Seller Center Messaging

Why this is special: Walmart Seller Center tracks Customer Contact Response Rate as part of Seller Standards. Replies must go through Seller Center within 48 hours (Walmart’s published SLA — verify currency in Seller Center before relying on it). Replies sent only in Gorgias do NOT count toward Walmart’s response metric.

Steps

1. Open Walmart Seller Center in a separate tab. Navigate to Customer Messages.
2. Find the matching message by customer name or Walmart purchase order ID.
3. Draft the reply in Seller Center, using TEMPLATES.md T-17 for warranty intake or T-18 for refund redirect.
4. Send the reply through Walmart. This satisfies Walmart’s response SLA.
5. Return to Gorgias. Paste the full reply text as an internal note. Use template T-19 to format.
6. Tag the ticket Platform: Walmart + Channel: Walmart-Seller-Msg + close.

Channel B — Customer contacted us directly

Customer bought on Walmart but emailed info@lucyd.co or used the contact form. Reply normally in Gorgias using marketplace templates. Apply marketplace-specific policies: Lucyd never issues refunds on Walmart orders — refunds route through Walmart’s own returns flow per D-2. Past Walmart’s return window we offer warranty replacement only.

Stop — Escalate

• Walmart Marketplace Safety Claim → Alex within 4 hours (parallel to Amazon A-to-Z)
• Negative public review referenced → Alex + Marketing
• Walmart seller-standard strike notification → Alex Alexander
• Bulk/B2B Walmart order (>5 units) → Joaquin

Claude Can Help With

• Drafting the initial Walmart Seller Center reply using approved templates
• Detecting Walmart Marketplace Safety Claim language for auto-escalation
• Cross-referencing the Walmart order ID against Shopify (if it’s a hybrid Rx case)

Human Judgment Required

• Final approval of the Walmart Seller Center message
• Goodwill decisions above $50
• Walmart Safety Claim narrative

Open verification items (Alex to confirm before first ticket)

• Walmart’s exact current return window (default assumption: 30 days)
• Whether Gorgias has a native Walmart Marketplace integration in 2026 (if not, configure email forwarding from @relay.walmart.com into Gorgias)
• Whether Walmart’s Buyer-Seller Messaging clock starts at message-received or at first-business-day

3. TikTok Shop Ticket Handling

Overview

TikTok Shop is greenfield. Lucyd has zero historical TikTok tickets in Intercom — this workflow is modeled on Amazon and will be refined as we accumulate data through Q3 2026.

Decision Tree

TikTok ticket arrives
    │
    ├── Source: TikTok Shop Seller Center message
    │     │
    │     └── Reply IN TikTok Shop Seller Center
    │         (within TikTok's 24-hr response SLA)
    │         Mirror reply to Gorgias as internal note
    │
    ├── Source: customer emailed Lucyd directly mentioning TikTok
    │     │
    │     └── Reply normally in Gorgias
    │
    ├── Return/refund request within TikTok's return window?
    │     │
    │     └── Direct to TikTok Shop's Returns flow (customer initiates in-app)
    │
    └── Warranty claim past TikTok's return window?
          │
          └── Run marketplace warranty intake (§5)
              Ship replacement from Lucyd Miami

Steps (default Amazon-mirrored playbook)

1. Identify TikTok by the order ID format (18-digit numeric) and confirm in TikTok Shop Seller Center.
2. Use the same marketplace warranty intake template (§T-1 in TEMPLATES.md), adjusted for TikTok order ID format.
3. For returns within window: customer initiates in TikTok Shop app — agent confirms and provides instructions.
4. For warranty replacements past window: ship from Lucyd Miami warehouse via ShipStation.
5. Mirror all TikTok Shop Seller Center replies to Gorgias as internal notes.

Stop — Escalate

• Any policy violation notice from TikTok Shop → Alex immediately
• First TikTok return request of any quarter → Alex (we’re still establishing baseline)
• Customer requests Rx lenses (TikTok does not collect Rx at checkout) → see §6 Rx Hybrid Flow

Claude Can Help With

• Drafting first-pass replies modeled on the Amazon flow
• Flagging TikTok-specific language we haven’t seen before (so it can be added to templates)

Human Judgment Required

• All policy gray areas (TikTok’s seller policies will evolve; agents must NOT guess)
• Any decision that sets precedent for the channel

4. Meta (Facebook & Instagram) Ticket Handling

Overview

Meta DMs are ~30% real customer support and ~70% noise (creator pitches, conference invites, phishing, story shoutouts). The first job is triage. Real DMs are then handled like Shopify tickets because Meta checkout typically redirects to lucyd.co.

Triage — first 30 seconds

Decision Tree (real DM)

Real Meta DM
    │
    ├── Customer references a Shopify order? (#1XXXX)
    │     │
    │     └── Handle as standard Shopify support ticket
    │         (use main Customer Support division processes)
    │
    ├── Customer references "I bought on Instagram/Facebook"
    │     but no order #?
    │     │
    │     └── Most likely the checkout redirected to Shopify.
    │         Ask for Shopify order # OR email used for purchase.
    │
    └── Customer made an in-platform purchase (rare today)
          │
          └── Look up in Meta Commerce Manager.
              Use marketplace warranty intake (§T-1).

Steps

1. Triage first using the table above.
2. Reply within Gorgias — Gorgias’s Meta integration posts back to FB/IG.
3. Set platform tag Platform: Meta-FB or Platform: Meta-IG.
4. For real DMs without an order #, ask: “Could you share the email used at checkout or your order number? It usually starts with #1.” Most Meta-referenced orders are Shopify orders.
5. Close once resolved. If the customer comes back 2+ days later (count_reopens > 0), the ticket reopens — re-engage promptly.

Stop — Escalate

• Public negative comment on Lucyd’s IG/FB post → Alex + Marketing
• Meta Commerce policy notification → Alex Alexander
• Influencer with >50k followers reaching out → Marketing (not a support ticket)

Claude Can Help With

• Auto-classifying real support DMs vs. noise (creator pitches, spam, phishing)
• Drafting the email-lookup follow-up message
• Detecting story mentions and routing to auto-acknowledge flow

Human Judgment Required

• Reading tone on ambiguous DMs (sometimes a “Hi 👋” is a real customer who needs encouragement)
• Marketing/PR routing decisions
• Public-comment responses (visible reputation impact)

5. Marketplace Warranty Replacement Workflow

Overview

This is the workhorse process. It applies once a customer has been verified as having a defective unit purchased on a marketplace within the 1-year warranty window. The intake checklist below is based directly on Sofiia’s actual practice in Intercom — formalized as a Gorgias macro.

Prerequisites

• Platform-of-origin confirmed (§1)
• Customer is past the marketplace’s standard return window (otherwise they go through the platform’s return flow, not warranty)

Steps

1. Run the marketplace warranty intake checklist. Send the customer template §T-1 from TEMPLATES.md, which requests:
   • Order number in platform format (111-XXXXXXX-XXXXXXX for Amazon, 18-digit numeric for TikTok, #1XXXX for Meta→Shopify)
   • Screenshot of original order receipt
   • Short video clearly demonstrating the defect (THIS IS REQUIRED — not optional)
   • Full name, shipping address, preferred phone
2. Pre-screen the defect. If it’s a Bluetooth/charging issue, run the troubleshooting flow (template §T-2) before approving replacement.
3. Verify warranty eligibility. 1-year window from order date. User damage is NOT covered (see DECISIONS.md §D-5).
4. Approve replacement. Create a ShipStation order with appropriate SKU. Lucyd ships direct from Miami — do NOT direct customer through Amazon return for warranty replacements past Amazon’s window.
5. Confirm shipment. Reply to customer with tracking. Mirror reply to Amazon Seller Central if it’s an Amazon Buyer-Seller ticket.
6. Set ticket status in Gorgias: Resolved — Warranty Replacement. Tag with platform and SKU.

Decision Points

Defect verified?
    ├── YES → continue
    └── NO → Request additional video / decline politely

Within 1-year window?
    ├── YES → continue
    └── NO → Out of warranty. Offer Lucyd Pro Insurance retroactively?
              ├── If under 30 days from purchase → YES (use template T-9)
              └── Otherwise → NO. Offer 20% discount code instead.

User damage (cracked frame, dropped, etc.)?
    ├── YES → Decline warranty. Offer 50% replacement discount per Coda KB.
    └── NO → Proceed with replacement

Claude Can Help With

• Pre-populating intake template with customer name and order # extracted from ticket
• Cross-referencing Shopify for Rx hybrid orders (Amazon-purchased frame + Lucyd-cut lens)
• Drafting shipment confirmation messages

Human Judgment Required

• Distinguishing manufacturing defect from user damage (often requires reviewing the video)
• Approving exceptions to the 1-year window
• Goodwill upgrades

6. Rx Hybrid Order Flow (Amazon-fulfilled-by-Lucyd)

Overview

Special case: customer buys a frame on Amazon (sometimes FBA), then Lucyd’s in-house lab cuts the Rx lenses. When the Rx is wrong or the lens is defective, the order is on Amazon but the responsibility is Lucyd’s. Example: Intercom convo 215474131707336.

Steps

1. Verify it’s a hybrid order. Customer mentions “purchased through Amazon (fulfilled by Lucyd)” or provides both an Amazon order # and a Lucyd Rx order reference.
2. Look up the Rx order in Shopify (read-only access). It should exist as a separate order in Shopify, even if the frame was Amazon-sourced.
3. Treat the Rx defect as a Lucyd lens issue. Apply standard Rx remake policy:
   • Verify prescription matches what we cut
   • If lens error is ours → free remake, no charge
   • If prescription was customer-supplied incorrectly → 50% remake fee
4. Do NOT direct the customer to Amazon for the Rx issue. Amazon does not own the lens fulfillment.
5. Reply through whichever channel the customer initiated (Amazon Buyer-Seller or direct email). Tag in Gorgias with Platform: Amazon + Issue: Rx-Hybrid.

Stop — Escalate

• Customer disputes the Rx accuracy (their script vs. what we cut) → Alex
• Amazon flags the order for return while we’re remaking the lens → Alex (timing conflict)

Claude Can Help With

• Surfacing the Shopify Rx order from an Amazon order ID
• Comparing the Rx submitted vs. the Rx cut (if both are in the order notes)

Human Judgment Required

• Diagnosing lens error vs. Rx-on-file error (requires lab consultation)
• Approving free remakes

7. Spam & Noise Triage (especially FB/IG DMs)

Overview

Roughly 70% of Meta DMs and an even higher share of “Amazon” inbox traffic is noise. Filtering this out is the highest-ROI change we can make. These patterns should be Gorgias auto-rules where possible; for the rest, agents auto-close per the table below.

Patterns to Auto-Close

Claude Can Help With

• Classification at intake — Fin AI or a Claude project can pre-tag these
• Drafting one-line auto-acknowledgments where needed

Human Judgment Required

• Edge cases where a “Hi” is actually a real customer
• Distinguishing genuine partnership inquiry from spam (some are real B2B leads worth forwarding)

8. Vendor Health Score Protection

Overview

Per Bohdan’s email, Amazon vendor scores are currently being impacted. Each marketplace tracks seller health differently. Agents must understand what they’re protecting.

Amazon Scorecard Components

TikTok Shop Scorecard

TBD — pending TikTok Seller Center access. First quarter is measurement-only.

Meta Commerce Rating

Less formalized than Amazon, but Meta tracks: response rate to messages, response time, and order fulfillment quality.

Steps

1. Every agent shift starts with checking the seller scorecard dashboards (5-minute habit).
2. Any score below target → flag to Alex in Slack.
3. Track A-to-Z claims, negative reviews, and policy strikes in DECISIONS.md.

Claude Can Help With

• Daily scorecard digest pulled from Seller Central
• Trending which ticket categories correlate with negative feedback

Human Judgment Required

• Drafting public review responses
• Deciding when to invest in customer goodwill to recover a score

Process Checklist (every marketplace ticket)

Before closing any marketplace ticket, the agent should confirm:

• Platform tag is set in Gorgias
• If Amazon Buyer-Seller: reply was sent in Seller Central AND mirrored to Gorgias as internal note
• If warranty replacement: video was received and reviewed
• Customer received tracking (if shipment was created)
• Ticket is tagged with issue category (warranty / refund / Rx / shipping / other)
• If escalated: Alex was tagged with ticket link

Documentation maintained by Alex Alexander Last updated: May 2026