Replacements — Amazon orders

Shopify workflow for replacing frames bought on Amazon under Lucyd's 1-year warranty.

Source: Coda KB p95–98.

When to use

The customer bought their Lucyd unit on Amazon and:

• Has a verified manufacturing defect (photo + video required), AND
• Is within their 1-year warranty window (or 24 months with Lucyd Pro)

OR

• The unit was delivered used / not brand-new (Amazon FBA can sometimes ship returned inventory as new — we still replace these).

Per D-3, Lucyd ships the replacement directly from Miami when the customer is past Amazon’s 30-day return window. Inside Amazon’s window, see PROCESSES §2 Amazon for the platform-side flow.

Pre-checks

1. Verify the Amazon order number is in the format 111-XXXXXXX-XXXXXXX.
2. Verify photos / video of the defective or used frames were received and are unambiguous.
3. Confirm the customer’s shipping address, full name, and email (Amazon customers are usually NOT in Lucyd’s Shopify database — see T-1 for the intake template).
4. Inform the customer they need to send the defective frame back to Amazon if Amazon requires it — Lucyd is not in that loop.
5. Verify warranty eligibility. If past 1 year, see Lucyd Pro retroactive offer.

The 6-step Shopify replacement workflow (Amazon variant)

Mirrors the non-Rx workflow but with a few Amazon-specific details.

Step 1 — Create order in Shopify

1. Click Orders → Create order in Shopify.
2. The customer is typically NOT in Lucyd’s system (they bought on Amazon) — you’ll add them fresh.

Step 2 — Enter the Amazon customer’s info

Add the customer:

• Full name (from the intake)
• Shipping address (from the intake)
• Email (from the intake)

Mark this is an Amazon customer in the order notes:

Amazon customer — warranty replacement
Original Amazon Order #: 111-XXXXXXX-XXXXXXX
Defect verified via photo/video

Step 3 — Add the replacement frame

1. Search for the frame in the order (e.g., Darkside, Eclipse, etc.).
2. Add it to the order.
3. (Optional) If they had custom lenses on the Amazon order, those are handled separately — see hybrid Rx flow for those cases.

Step 4 — Zero out the price

1. Click on the highlighted blue price.
2. A “Custom price” box appears — enter the same dollar value (so the discount makes the line item $0).
3. Click Done. Order total drops to $0.

Step 5 — Mark as paid

1. On the right of the order page, click Collect payment.
2. Select Mark as paid.
3. Confirm.

Step 6 — Tag and create

1. Add tags: warranty, amazon, and (if applicable) the defect category (audio-defect, bluetooth, charging).
2. Click Create order. ShipStation picks it up automatically.

Confirm to customer

If this is in a Gorgias ticket originated via Amazon Buyer-Seller Messaging, reply in Amazon Seller Central first (per D-1), then mirror to Gorgias as an internal note (T-11).

Reply text:

Hi {customer_first_name},

Thanks for sending the photos / video — we've confirmed the issue is a
manufacturing defect and we're processing a warranty replacement.

Your replacement {product_name} is being prepared and will ship from our
Miami warehouse within 1–2 business days. You'll get a tracking email
once it goes out.

You don't need to return your defective unit unless Amazon specifically
requires it. Please let me know if you have any trouble with the
replacement once it arrives.

Best,
{agent_name}
Lucyd Customer Support

Hybrid Rx case

If the customer bought the frame on Amazon and Lucyd cut the prescription lenses for them, the lens issue is Lucyd’s responsibility — see marketplace PROCESSES §6 Hybrid Rx Flow. Treat the lens defect as a Lucyd Rx remake, not an Amazon return.

Common pitfalls

• Forgetting to zero out price. Customer gets charged — never happens with the standard flow but always double-check before “Mark as paid.”
• Asking the customer to return the unit to Lucyd. Lucyd ships replacements direct; don’t make them ship the defective unit unless Amazon specifically requires it.
• Using FBA / Amazon warehouse as return address. Always Lucyd Miami.
• Not tagging the order warranty. Without it, the replacement is invisible in our reporting.

Escalation triggers

• A-to-Z claim has been filed: escalate to Alex within 4 hours (per D-8).
• Customer has had 2+ replacements in 6 months: escalate before processing.
• Bulk Amazon order (>5 units defective): escalate to Joaquin.

See also: Non-Rx replacements · PROCESSES §2 Amazon · T-1 Warranty Intake macro · T-11 Amazon Mirror