Billing FAQ
Common questions about Lumen plans, trials and charges.
Is there a free trial?
Yes. Pro, Pro+ and Scale include a 14-day free trial. Cancel before it ends and you aren't charged.
How am I billed?
Through Shopify. Lumen charges appear on your Shopify invoice. You don't add a separate card.
Is there a free plan?
Yes. The Free plan includes 50 conversations a month, with the tracking page, tracking form, AI chat and tickets.
What is a conversation?
One shopper within 12 hours, across the chat, the tracking form and the tracking page. Messages aren't counted one by one. See Plans and pricing.
What happens if I go over my limit?
Order lookups keep working. AI answers to other questions pause until next month or until you upgrade. There are no overage charges on any plan. Lumen emails you at 80% and 100%.
When does my count reset?
At the start of each calendar month.
Do test conversations count?
Yes. Your own tests count like any shopper, once per 12 hours.
Can I cancel anytime?
Yes. There's no contract. Move to Free or uninstall Lumen at any time. See Change or cancel your plan.
Do I get a refund if I downgrade?
Shopify handles plan changes and any credits. Check the details on Shopify's plan page before you approve a change.
Is there a yearly plan?
Not at the moment. Plans are monthly.
Can I use Lumen on several stores?
Yes. Each store installs Lumen separately and has its own plan.
I was charged and didn't mean to subscribe
Move to the Free plan or uninstall Lumen to stop future charges, then contact us and we'll look into it.