Replacements — Custom-lens warranty workflow

Warranty replacement procedure when prescription / custom lenses are involved.

Source: Coda KB p47. Use this when the customer has a defective frame OR damaged lenses AND custom Rx / photochromic / polarized lenses are involved. For non-Rx replacements see non-Rx.

When to use this workflow

The customer needs a replacement and:

• The original order had custom lenses (prescription, photochromic, polarized, blue-light upgrade, Lucyd Shift, Lucyd Blueshift) — AND
• The lenses themselves are salvageable (we can transfer them to the new frame) OR the lenses are the defect (we’ll remake them at ITFIT).

Pre-checks

1. Verify the defect via photo / video. No replacement without proof.
2. Verify the order is within the 1-year warranty window (or 24 months with Lucyd Pro).
3. Identify whether this is a frame issue or a lens issue:
   • Frame issue (lenses salvageable) → workflow A below.
   • Lens issue (need to remake lenses) → workflow B.
   • Both → workflow C.

Workflow A — Frame defective, lenses salvageable

Customer has a hinge crack, audio defect, or similar; their custom lenses are intact.

1. Provide a prepaid return label to ITFIT. This sends the broken frame (with lenses) to our lab.
2. In the Shopify order timeline, tag the lab: “Inbound — frame swap, transfer custom lenses to new [frame] in [size].”
3. Ask if the original frame was fitting too tightly. Tight frames cause repeat breakage near the hinge. If yes, recommend a larger frame from the same brand:
   • Largest Lucyd Lyte: Earthbound XL, Antimatter XL, Voyager XXL
   • Largest Reebok smart eyewear: (varies — check current inventory)
4. If they switch to a new frame:
   • Same retail price or less → free swap.
   • More expensive frame → charge the difference (use order-changes flow).
   • They can choose new lens type (clear or sunglass) for free if switching frame style — Rx lens material itself stays the same.
5. Notate the order: preferred new frame + lens choice + any agreed upcharge.
6. ITFIT processes the swap when the return arrives — pops the lenses out of the old frame and into the new one, then ships back to customer.

Customer reply

Hi {customer_first_name},

I'm sorry about the issue. I've emailed you a return label to send your
frame back to our lab. Once we receive it (usually 3-5 business days), we'll
transfer your prescription lenses to a new {frame_name} and ship it back to
you. Total turnaround is typically 7-10 business days.

If your current frame felt too tight, let me know — that can cause breakage
again. We can switch you to a slightly larger frame from the same line at
no extra cost.

Best,
{agent_name}
Lucyd Customer Support

Workflow B — Lenses defective, frame fine

The lenses arrived damaged, the lens type is wrong (e.g., sunglass when they ordered clear), or the prescription is wrong.

1. Provide a prepaid return label to ITFIT.
2. Notate the order: the specific issue (“wrong lens type — should be clear not sunglass” / “lens scratched in transit” / “Rx error — prescribed 0.5 lower than what was cut”).
3. ITFIT remakes the lenses when the return arrives, ships back.
4. For prescription errors specifically: Before processing, verify whose error it is:
   • Our error (we cut the wrong Rx from what the customer submitted): free remake, no question.
   • Customer-submitted Rx was incorrect: 50% remake fee. Use customer-facing language carefully — see Rx mismatch scripts.

Workflow C — Both frame and lenses need replacement

If the customer’s whole unit is unusable (water damage, dropped on concrete, etc.) and they’re outside the standard warranty:

1. Check if they’re within 30 days of original purchase → Lucyd Pro retroactive offer.
2. If they decline Pro or are past 30 days, offer the 50% replacement discount.
3. If they’re within the standard warranty AND the defect is a manufacturing issue: full free replacement (frame + remake lenses).

The “no return needed” rule

For obvious manufacturing defects with clear video proof, we can replace without requiring the customer to ship the original back. This applies when:

• The original frame is clearly unsellable (visibly broken, snapped temple, etc.).
• Audio or charging electronics are dead (clear video showing the dead unit).

In these cases:

• Skip the return label.
• Notate the order: “Replacement without return — frame unsalvageable per video.”
• Create the replacement order (non-Rx workflow if no Rx involved, or workflow A above if lenses need transfer).

Caution: If lenses are involved, we usually DO need them back — they’re cut to the customer’s Rx and have to be transferred or remade at ITFIT.

Common pitfalls

• Treating an Rx-error claim like a normal return. If the customer submitted the wrong Rx themselves, we charge 50% to remake. Always verify before promising free.
• Forgetting to ask about frame fit on hinge-breakage cases. Repeat breakage almost always means the frame was too tight; switch them to a larger frame to prevent the next ticket.
• Routing custom-lens returns to anywhere except ITFIT. ITFIT is the sole lab — see D-16. Don’t ship to Lucyd Miami HQ unless explicitly instructed.

Escalation triggers

• Customer disputes the Rx accuracy and the issue isn’t clear-cut → Alex.
• Customer has had 2+ lens remakes in 6 months on the same Rx → escalate (possible Rx-on-file issue with the prescriber).
• International order with damaged lenses → escalate (international Rx workflows have extra steps).

See also: Non-Rx replacements · Amazon replacements · Rx mismatch phone scripts · ITFIT procedures