Wow24-7 — Escalation paths
Who Wow24-7 escalates to, by issue type and severity.
This page is the single reference for “who do I tag when X happens.” If you’re a Wow24-7 agent and you’re unsure who to escalate to, this page is your map.
Quick reference
| Issue | Primary contact | Channel | SLA |
|---|---|---|---|
| Anything you’re unsure how to handle | Alex Alexander | #cs-escalations (Slack) | Same business day |
| A-to-Z claim filed (Amazon) | Alex Alexander | #cs-amazon-claims (Slack) | 4 hours (D-8) |
| Walmart Marketplace Safety Claim | Alex Alexander | #cs-escalations | 4 hours |
| Negative public review (Amazon, Trustpilot, Google Maps, Okendo) | Alex Alexander + Marketing | #cs-escalations | Before reply (D-12) |
| Customer threatens chargeback | Alex Alexander | #cs-escalations | Same shift |
| Customer threatens legal action | Alex Alexander + Joaquin Abondano | DM Alex; cc Joaquin | Same shift |
| Goodwill credit > $50 or free upgrade | Alex Alexander | #cs-escalations | Before sending |
| Bulk / B2B order issue (>5 units) | Joaquin Abondano | DM | Same business day |
| Wholesale inquiry | Sales (James Bruce: jbruce@lucyd.co) | Email + Slack notify | Next business day |
| Press / creator pitch | Marketing (marketing@lucyd.co) | Email forward + tag in Gorgias | No SLA — Marketing’s call |
| Event / conference invite | Decline with T-08; no escalation | — | — |
| Meta phishing DM | No engagement; mark spam (T-14) | — | — |
| Wow24-7 tooling issue / access broken | Bohdan Artiushenko (Wow24-7 CSM) | #wow24-transition | Same business day |
| Gorgias config issue / new macro needed | Alex Alexander | #cs-escalations | Same business day |
| Wow24-7 scope change request (new platform) | Joaquin Abondano | DM Joaquin | Joaquin decides |
Decision rights cheat-sheet
What Wow24-7 agents can decide on their own vs. what needs escalation. From DIVISION.
| Decision | Approver |
|---|---|
| Warranty replacement within 1-year window (after intake checklist) | Wow24-7 agent |
| Refund on DTC order within 7-day window | Wow24-7 agent |
| Refund on a marketplace order | NO ONE on Lucyd side — must go through the marketplace |
| Goodwill credit ≤ $50 | Wow24-7 agent |
| Goodwill credit > $50 or free upgrade | Alex |
| Discount code creation | Wow24-7 agent (≤ 50%, per ops/edit-customer-info) |
| Discount > 50% | Alex |
| A-to-Z claim response | Alex (financial impact) |
| Walmart Marketplace Safety Claim response | Alex |
| Negative public review reply | Alex + Marketing |
| Bad address re-ship at no cost (customer’s fault) | Wow24-7 agent says NO; can offer 30% off code |
| Bad address re-ship at no cost (our fault or carrier’s fault) | Wow24-7 agent says YES |
| Scope change (new platform added) | Joaquin |
| New policy decision (precedent-setting) | Alex (logs in DECISIONS) |
Slack channels
| Channel | Purpose |
|---|---|
#cs-escalations | General CS escalations to Alex |
#cs-amazon-claims | A-to-Z claim coordination |
#wow24-transition | Bohdan’s working channel during cutover |
DM is OK for time-sensitive items, but always copy the relevant channel so the audit trail is preserved.
Customer-facing language when escalating
When you need to bring in Alex while the customer is on the line / waiting for a reply:
“I want to make sure we handle this properly. I’m going to bring in our [CS Operations Lead / specialist] on this. They’ll review and reach out to you within [X hours]. Could you confirm the best [phone / email] to reach you?”
Never promise an outcome you don’t have authority to deliver.
If you’re escalating because you don’t know:
“I want to give you accurate information rather than guess. Let me check with our team and get back to you within [X hours].”
After every escalation
- Document it in the Shopify order timeline OR in Gorgias.
- Confirm the customer’s contact info.
- Send a confirmation email noting that you’ve escalated and they’ll hear back within X hours.
- Set a follow-up reminder if you haven’t heard from Alex by the deadline.
See also: Wow24-7 onboarding · Wow24-7 scorecards · Phone escalation script