Supported questions
What shoppers can ask the chat assistant, and what happens with each kind of question.
Order status and tracking
Shopper asks: "Where is my order?", "Has it shipped?", "Can I get the tracking link?"
Assistant answers with: the verified order's status, each shipment, the carrier and the tracking link. It asks for the order number and checkout email first if the shopper hasn't verified.
Delivery estimates
Shopper asks: "When will it arrive?"
Assistant answers with: the carrier's estimated delivery date when Shopify has one. If there's no estimate, it says so and points to the carrier link. It never makes up a date.
Shipping, return, refund and cancellation policies
Shopper asks: "What's your return policy?", "How long does shipping take?", "Can I cancel?"
Assistant answers with: your published policy from Policy knowledge, plus a link to the full policy when you've set one. Your Shopify "Return and refund policy" answers both return and refund questions.
If you haven't published that policy, it answers from your Shopify return settings when you have them, or says it doesn't have it and shares your support contact.
Return windows and cancellations
Shopper asks: "Can I still return this?", "How long do I have to send it back?", "Is it too late to cancel?"
Assistant answers with: your return window and order-change window from your published policy or your Shopify return settings. For a verified, delivered order it adds how many days are left in the default return window, for example "You have 12 days left to return this order", or that the window has ended.
It never promises that a specific item can be returned, refunded or changed. Some items can have different rules or be final sale, so it says the store confirms each request. To actually cancel or change an order, the shopper asks the store, which opens a ticket (see below).
Requests the store has to handle
Shopper asks: "Please cancel my order", "Can you change my address?", "Can you ship it express?", "I want to change the size"
What happens: Lumen never changes orders itself. It opens a service request (SR) ticket for your team and gives the shopper the ticket number.
Asking about the rules ("Can I change my address?") gets a policy answer. Asking the store to act ("Please change my address") opens a ticket.
Problems with an order
Shopper says: "It says delivered but I never got it", "I got the wrong item", "It arrived broken"
What happens: Lumen opens an incident (IN) ticket with high priority. For "delivered but I never got it", the ticket includes the carrier's delivery evidence. If the order isn't marked delivered yet, Lumen says it's still on its way and opens a service request instead. See Common scenarios.
Asking for a person
Shopper says: "I want to talk to a person"
What happens: Lumen opens an incident ticket. A shopper who is angry or upset gets urgent priority. See Ticket statuses and priority.
Outside its scope
The assistant politely steers back to orders and policies when shoppers ask about:
- product recommendations or stock,
- account or password problems,
- topics unrelated to your store.