Welcome to Lumen
Self-serve docs for setting up and running Lumen, the "Where is my order?" app for Shopify.
Lumen answers "Where is my order?" for your store. Shoppers enter their order number or tracking number and their checkout email. Lumen checks both with Shopify, then shows the order status, every shipment and a carrier link.
You choose how shoppers reach it:
- A ready-made tracking page at
https://your-store.com/apps/lumen-widget/track. It works on any theme with no editing. - A tracking form block you can add to any page in the Theme Editor.
- An AI chat assistant that answers order, shipping, return, refund and cancellation questions.
When a shopper needs a person, Lumen opens a ticket for your team with a summary and the conversation.
These docs are for store owners and support teams. They explain setup, daily use and common fixes.
Try the demo store
Open the Lumen demo store and enter the store password lumen-demo. Then track order #1009, #1010, #1011 with the email demo@example.com, or ask the chat about it.
Start here
- Install Lumen from the Shopify App Store.
- Choose how shoppers track orders: chat and form, form only, or chat only.
- Follow the setup checklist on the Lumen dashboard.
- Test with a real order before you rely on it.
What Lumen does
Order tracking from Shopify data. Lumen reads orders and fulfillments from Shopify. Shoppers see the status, progress steps, every shipment and a carrier link. Split shipments are listed one by one.
Verification first. Lumen never shows order details until the server has checked the checkout email with Shopify.
AI answers from your policies. The chat assistant answers from the verified order and the policies you publish. It never invents dates or promises order changes.
Tickets when a person is needed. Incidents (IN) and service requests (SR) go to Tickets, with a priority and a recommended next step.
Four storefront languages. English, Spanish, French and German, following your store's language.
Common jobs
Add the tracking page
Link the ready-made page from your menu or emails.
Add the tracking form
Put the Lumen Order Tracking block on any page.
Set up the chat assistant
Turn on the chat widget and choose its name and tone.
Publish your policies
Give the assistant approved shipping and return answers.
Work your tickets
See what needs your team and close the loop.
Compare plans
See limits and features on each plan.