The 30-second triage list
Before doing anything else, walk the customer through these three:
1. Did you charge it for 15 minutes?
Most “won’t turn on” tickets are dead-battery tickets. Plug it in. Wait. If the LED comes on, you’re done.
2. Did you re-pair?
In iOS: Settings → Bluetooth → tap the (i) next to “Lucyd” → Forget This Device → re-pair from scratch. In Android: Settings → Connected devices → Lucyd → Unpair → re-pair.
About 60% of “the audio cut out” tickets resolve here. Bluetooth memory gets stale.
3. Did you reset to factory?
Hold both temple buttons for 10 seconds until you hear the reset tone. Then re-pair.
If all three steps fail, it’s a hardware ticket, not a user ticket. Go to the escalation matrix below.
When to escalate — and where
For the store partner (you)
| Issue | Channel | What to send |
|---|---|---|
| Hardware fault out of the box (DOA) | wholesale@lucyd.co | Order #, photo of issue, serial number from inside right temple |
| Damage / cosmetic claim | wholesale@lucyd.co | Same as above + customer order #, photo |
| Bulk inventory question, reorder | wholesale@lucyd.co | Your store name + question |
| Fitting / Rx / lens-lab question | +1 (888) 609-4596 (Mon-Fri 9-5 EST) | Call directly — they answer fast |
| Anything urgent (24h) on a live customer | +1 (888) 609-4596 during hours, otherwise wholesale@ | Mark urgent in subject line |
Average wholesale response time: under 4 business hours. If you’re escalating something time-sensitive, mark the subject URGENT - CUSTOMER WAITING.
For the end customer
| Issue | Channel | Why this one |
|---|---|---|
| Anything, 24/7 | Live chat at lucyd.co | Bottom-right of every page. Real humans during business hours; AI handoff outside hours. Most issues close in one chat. |
| App / pairing | Live chat at lucyd.co | Has scripted resolution flows |
| Order status / shipping | Live chat at lucyd.co | Connected to Shopify order data |
| Tech support email | info@lucyd.co | If they prefer email. ~24h response. |
| Warranty claim | info@lucyd.co | RMA process happens here |
Important: do not give customers the wholesale@ email. That’s your channel as a partner. Customers go to the live chat or info@lucyd.co.
What you can do that the customer can’t
When a customer brings a unit back, you have one tool they don’t: the demo unit. Test their issue on your demo pair to isolate:
| Test | What it tells you |
|---|---|
| Demo unit works on customer’s phone | Their unit is faulty — RMA. |
| Demo unit also fails on customer’s phone | Their phone is the problem (Bluetooth stack, iOS version, third-party app interference). |
| Demo unit works on store demo phone | Customer’s phone setting issue. Walk them through Bluetooth reset. |
| Demo unit fails on store demo phone | Software regression — escalate to wholesale@. |
This 60-second isolation saves you from filing the wrong kind of ticket.
RMA / warranty quick reference
Full policy is at resources.lucyd.co/warranty/. Headlines:
- 1-year limited warranty for authorized US wholesale partners
- Covers manufacturing defects, not damage or normal wear
- Prepaid return label sent by Lucyd after you submit photos
- Credit memo issued on receipt and inspection — not cash refund
- Frame components (lenses, temples) may be repairable rather than full-replace — Lucyd decides on inspection
The fastest path: email wholesale@lucyd.co with order #, serial, photo. Don’t ship anything back until you have a return authorization in writing.
A note on the 24/7 live chat
If a customer asks “is there real support?”, here’s the honest answer:
“Yes — and the fastest channel is the chat icon at the bottom of lucyd.co. It’s staffed by real humans during business hours and falls back to an AI assistant the rest of the time. Most issues close in one chat session. If your issue needs hardware replacement, they’ll email you a return label.”
You can also tell them: “If the chat AI can’t solve it, just type ‘agent’ or ‘human’ and it routes to a real person on the next business day.”
See also
- Quick Reference Card — the fastest path to “what does this button do” during a customer call
- Full PDFs: Armor User Manual · Reebok Start Guide · Armor Safety & Warranty · Reebok Safety & Warranty
What’s next
Module 8 is the marketing support and co-selling section — the assets, social posts, and trade-show kits Lucyd makes available to your store.