Marketplace Support — Systems

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

MARKETPLACE SUPPORT SYSTEMS

Lucyd Agentic Operating Division

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

System Inventory

1. Gorgias (Primary Platform)

Purpose

Gorgias becomes the single pane of glass for all marketplace tickets. It integrates natively with Amazon, TikTok Shop, Meta, and Shopify — pulling messages from each into one queue.

Channels to configure during transition

Required Tags / Custom Fields

Every marketplace ticket must carry these tags. This is non-negotiable — it’s how we measure the program.

Triage Rules (to be configured in Gorgias)

1. Amazon Seller News auto-route — anything from seller-notifications@amazon.com → route to “Lucyd Ops” folder, do NOT show in Wow24-7 queue.
2. Order/refund confirmations auto-close — Amazon “Refund initiated” / “Order shipped” / “Buyer left feedback” → auto-close, archive.
3. Phishing flag — any DM containing “policy violation” + “submit appeal” → flag as spam, do not engage.
4. Creator pitch auto-respond — IG/FB DMs matching creator-pitch regex → auto-reply with template T-7, close.
5. Macro library — load all templates from TEMPLATES.md as Gorgias macros, named with prefix MKT- (e.g., MKT-Warranty-Intake).

Reporting Views

Common Pitfalls

• Replying in Gorgias only for Amazon Buyer-Seller tickets — this is the #1 mistake. The reply must go through Seller Central; Gorgias gets the mirror as an internal note. Train agents in week 1 of cutover.
• Forgetting to set the Platform tag — without this, the entire reporting layer is blind. Make it a required field at the workflow level.
• Closing tickets without setting Issue category — kills our ability to measure category mix.

2. Amazon Seller Central

Purpose

Native channel for Buyer-Seller Messaging, A-to-Z claim management, FBA/MCF return tracking, and seller scorecard monitoring.

URL

https://sellercentral.amazon.com

Navigation Guide

24-Hour Response SLA

Amazon expects sellers to respond to buyer messages within 24 hours. The clock starts when the message lands in Seller Central. Gorgias replies do not stop this clock — only Seller Central replies do.

A-to-Z Claim Handling

1. Notification arrives via email and in Seller Central.
2. Escalate to Alex within 4 hours. A-to-Z claims affect ODR.
3. Gather: order ID, customer message, our prior responses, shipment tracking, any video provided.
4. Respond in Seller Central with the full record — Amazon’s decision is based on documentation quality.
5. Log the outcome in DECISIONS.md so we build institutional pattern-recognition.

FBA vs. Seller-Fulfilled Returns

Common Pitfalls

• Treating an FBA return as if Lucyd is shipping the label (Amazon handles it — agent just confirms with customer).
• Missing the 24-hr SLA because the team replied in Gorgias only.
• Not documenting A-to-Z claim responses in our records (only lives in Seller Central — we should mirror to Gorgias).

2.5 Walmart Seller Center

Purpose

Native channel for Walmart Marketplace customer messages, returns, performance dashboards, and Seller Standards monitoring. Walmart was confirmed in scope on May 21, 2026 (DECISIONS.md D-9.5).

URL

https://seller.walmart.com

Navigation Guide

~48-Hour Response SLA (verify currency)

Walmart’s published guidance is Customer Contact Response Rate within 48 hours. Verify against the current Seller Center dashboard before relying on this number — Walmart adjusts SLAs periodically. The clock starts when the message arrives in Seller Center, not when it lands in Gorgias.

Marketplace Safety Claim Handling

1. Notification arrives via email and in Seller Center.
2. Escalate to Alex within 4 hours (parallel to Amazon A-to-Z handling).
3. Gather: purchase order ID, customer message, our prior responses, shipment tracking, any video provided.
4. Respond in Seller Center with the full record — Walmart’s decision is documentation-driven.
5. Log the outcome in DECISIONS.md so we build pattern recognition.

WFS vs. Seller-Fulfilled Returns

Common Pitfalls

• Treating a WFS return as if Lucyd is shipping the label (Walmart handles it).
• Missing the 48-hr SLA because the team replied in Gorgias only.
• Not documenting Marketplace Safety Claim responses in our records (only lives in Seller Center — mirror to Gorgias).

Known unknowns (verify during transition)

• Exact 2026 Walmart return window (default assumption: 30 days)
• Whether Gorgias has a native Walmart Marketplace integration in 2026
• Whether the Customer Contact Response SLA is 48 hours or has been adjusted

3. TikTok Shop Seller Center

Purpose

Native messaging, order management, returns, and policy notices for TikTok Shop.

URL

https://seller-us.tiktok.com

Status

Provisioning in progress as part of the Wow24-7 transition. Until access is live, route all TikTok inquiries to Alex.

Navigation Guide (preliminary)

Known Unknowns (research items)

The following need to be answered before the team handles the first TikTok ticket:

• What is TikTok Shop’s standard return window? (Default: ~14 days, but verify)
• Does TikTok process refunds, or does the seller?
• What are the policy strikes that affect seller rating?
• Does TikTok integrate with Gorgias natively, or via API?
• Are TikTok Shop orders syncing to Shopify, or living solely in Seller Center?

Owner: Alex to confirm during transition setup.

Common Pitfalls

• Applying Amazon’s policies to TikTok by default. They differ. When in doubt, escalate.

4. Meta Business Suite

Purpose

DMs from Facebook and Instagram (and IG story mentions), comments on Lucyd’s posts, and Meta Commerce Manager for any in-platform purchases.

URL

https://business.facebook.com

Navigation Guide

Integration with Gorgias

Gorgias pulls FB/IG DMs into the ticket queue. Agent replies in Gorgias post back to Meta. For comments on public posts, agent may need to reply directly in Meta Business Suite if Gorgias doesn’t surface comments.

Lucyd’s actual Meta order volume

Effectively zero in-platform Meta purchases historically — Meta checkout redirects to lucyd.co for most products. Tickets referencing “I bought on Instagram” almost always map to a Shopify order. Confirm by asking for the order # (#1XXXX).

Common Pitfalls

• Treating an IG story mention as a support ticket — it’s usually a thank-you. Acknowledge and close.
• Replying to a phishing DM (“policy violation, submit appeal”) — those are scams. Do not click links.
• Engaging with creator pitches as if they were customer issues — they’re Marketing’s problem.

5. Shopify (Read-Only)

Purpose

Order lookup for cross-channel verification, especially for the Rx hybrid case.

URL

https://admin.shopify.com/store/innovativeeyewear

What agents use it for

• Looking up #1XXXX orders when customer references Meta or generic “I bought on your site”
• Verifying Rx fulfillment status for Amazon-hybrid orders
• Checking customer email and shipping history

What agents do NOT do in Shopify

• Issue refunds (refunds for marketplace orders must happen on the originating platform)
• Cancel orders
• Modify customer records

Common Pitfalls

• Issuing a refund in Shopify for an Amazon order. Don’t. The money is held by Amazon. Shopify refund = double-counted accounting error.

6. ShipStation

Purpose

Generate shipping labels for warranty replacements going out from Lucyd Miami.

Access

Existing Wow24-7 access continues. Use existing warranty replacement workflow — no marketplace-specific change required for the shipping side.

Common Pitfalls

• Selecting the wrong return address for marketplace ships (use Lucyd Miami, NOT Amazon’s FBA warehouse).
• Forgetting to attach tracking back to the Gorgias ticket.

7. Intercom (Legacy — Transitional)

Purpose

Continues to handle Lucyd.co chat widget and direct emails during the transition. Marketplace tickets that incorrectly land in Intercom should be forwarded to Gorgias.

Cutover plan

Per Bohdan’s email, transition plan finalized by middle of next week. Until cutover is complete, Wow24-7 agents may need both tools open.

Common Pitfalls

• Duplicating responses across Intercom + Gorgias. Each ticket should live in exactly one system.

8. Knowledge Base — help.lucyd.co/internal

Purpose

Source-of-truth knowledge base for Lucyd CS. As of Phase 1 (May 2026), the KB has moved from Coda to help.lucyd.co/internal/* (Cloudflare Access-gated, allowed identities: @lucyd.co + Wow24-7 emails). Public customer-facing content lives at help.lucyd.co/.

URL

• Internal (this team): https://help.lucyd.co/internal
• Public (customers): https://help.lucyd.co
• Legacy (read-only fallback during 90-day transition): https://coda.io/d/Lucyd-Customer-Service-Knowledge-Base_doz6raLzwOv

Relevant pages for marketplace work (Phase 1 destinations — placeholders until rebuild completes)

Gap (now being addressed)

The legacy Coda KB does NOT contain pages for Walmart, TikTok Shop, or Meta — and the Return Policy article does NOT explicitly carve out marketplace orders (contradicts D-2). These gaps are being closed by the Workstream C rebuild. Until the new pages are live, agents must reference the SOP files (PROCESSES.md / DECISIONS.md) directly, NOT the legacy Coda articles.

9. Slack

Purpose

Internal escalation channel between Wow24-7 and Lucyd.

Channels

• #cs-escalations — Alex tagged for all escalations
• #wow24-transition — Bohdan’s working channel during cutover
• #cs-amazon-claims — A-to-Z claim coordination (to be created)

Common Pitfalls

• Escalating in DM instead of the channel — breaks the audit trail.

System Access Matrix

Documentation maintained by Alex Alexander Last updated: May 2026