Phone — Order changes (cancel, address, charges)
Cancellations, address updates, and collecting additional charges over the phone.
Source: Coda KB p9, p19, p41, p56, p74.
Cancel an order {#cancel}
Lucyd’s cancellation policy: cancellation must be requested the same day the order was placed. After that, cancellations are not guaranteed.
Same-day cancellation (always grant)
“Hello, we have cancelled and refunded your order. Allow 1–3 business days for the funds to appear back on your payment method. Thanks for visiting lucyd.co and have a great day!”
→ Cancel + refund in Shopify.
Cancellation requested after the same day, within one week
“Hello, thanks for your order. Per our order policy, cancellations must be requested the same day as the order, so we may be unable to cancel this order. I am going to look into it now and get back to you shortly, thank you.”
Then verify the order status:
-
Stock (non-custom), unshipped: Grant as a one-time exception. Cancel + refund. Reply:
“Hello, as a one-time exception we have cancelled and refunded your order. Allow 1–3 business days for the funds to appear back on your payment method. Thanks for visiting lucyd.co and have a great day!”
-
Custom lens order: Tag the ITFIT lab in the order timeline asking if the lenses have already been ordered.
- If lenses not yet ordered: cancel + refund. Tell the lab not to order. Reply as above.
- If lenses already on order at the lab:
“Hello, unfortunately the order is already processing at our lab and we are unable to cancel it. If you need to, please initiate a return when you receive the product and we can provide a return label.”
Cancellation requested more than one week from order
If the order has still not shipped for some reason:
“Hello, unfortunately the order is already processing and we are unable to cancel it. Please initiate a return when you receive the product and we can provide a return label. Thank you for your patience in this matter.”
Address change
Order has NOT shipped
Update the address in Shopify immediately:
- In the order detail, click the 3-dot menu beside Customer.
- Select Edit shipping address.
- Enter the new address. Save.
- Confirm to the customer:
“Your shipping address has been updated. Your order will ship to [new address].”
Order has already shipped
“Unfortunately your order has already shipped. Once it’s in the carrier’s hands we can’t redirect it. You may be able to contact [USPS / FedEx / UPS] directly to request a redirect, depending on the carrier — they sometimes allow it for a fee.”
If the customer entered the wrong address themselves and the package is returned to us: use the wrong-address policy — we don’t replace at no cost.
Collecting additional charges (e.g., progressive upgrade)
This happens most often with Rx mismatch — Issue B when a customer needs to upgrade to a more expensive lens type.
Option 1: Card over the phone
“I can take card payment over the phone right now. Could you read me the card number, expiration, CVV, and billing ZIP?”
→ Process the payment in Shopify as a draft order or invoice.
Option 2: Email invoice
“OK, I’ll send the email now. Please let me know if you see an email from Lucyd. You may need to check your spam folder.”
→ Generate an invoice in Shopify, send to the customer’s email.
After confirming receipt, try to get them to pay on the spot. Otherwise, set a 3-day reminder to follow up if unpaid.
Update customer email or contact info
In the Shopify order:
- Click the 3-dot menu beside Customer.
- Select Edit contact information.
- Update the email. Save.
This is internal-only — don’t change customer info without their explicit verbal request on the call.
After every call
- Document the change in the Shopify order timeline.
- If you sent an invoice: set a 3-day reminder to check payment status.
- If you cancelled: confirm the refund was processed (not just the order cancellation — those are two separate steps in Shopify for some payment methods).
See also: Returns & refunds · Order status · Public — cancel order