Frequently asked questions

For billing questions, see the Billing FAQ.

Does Lumen work with my theme?

Yes. The tracking page works on any theme with no editing. The tracking form block and the chat widget need an Online Store 2.0 theme that supports app blocks and app embeds, which includes all current Shopify themes.

I already use Tidio, Gorgias or Shopify Inbox. Can I still use Lumen?

Yes. Choose Tracking form only on the dashboard. The Lumen chat bubble stays hidden, and shoppers use the tracking page or form. You can link the tracking page from your other chat app. See How shoppers track orders.

Can shoppers see orders without the email?

No. Lumen checks the checkout email with Shopify before it shows anything. After 5 wrong emails, the order is locked for 15 minutes.

Can shoppers look up old orders?

Yes. Lumen can see every order in your store, not only recent ones.

Can shoppers use a tracking number instead of the order number?

Yes, on the tracking page, the tracking form (unless you turn it off) and the chat. They still need the checkout email. For orders fulfilled before you installed Lumen, run Import shipments on the dashboard once. See Shipment sync.

Which languages does Lumen support?

The storefront works in English, Spanish, French and German, following your store's language. The AI replies in the shopper's language. The admin is in English. See Languages.

Can Lumen cancel, refund or change orders?

No. Lumen never changes orders. When a shopper asks, it opens a service request ticket so your team can decide. See Tickets.

Will the AI make things up?

Lumen answers from the verified Shopify order and your published policies. It's built not to invent delivery dates or promise order changes. If a policy isn't published, it says so and shares your support contact instead of guessing. AI can still make mistakes, so review Not helpful conversations from time to time.

Which AI does Lumen use?

Claude (Anthropic), with OpenAI as a fallback if Claude is unavailable. Emails, card numbers and phone numbers are masked before text is sent.

How do shoppers reach a person?

They can ask in the chat, or click Get help from the store after a thumbs-down. If you turn it on, they can also click Still need help? on the tracking page or form. Each opens a ticket. See How shoppers ask for help.

Do I get notified about new tickets?

On Pro and above, set an escalation email to get an email for every new ticket. On Free, check Tickets in the Lumen admin. See Email alerts.

What carriers does Lumen support?

Any carrier Shopify supports. Lumen shows the carrier and tracking link from your Shopify fulfillments.

Does Lumen work with 3PLs and shipping apps?

Yes, as long as they send fulfillments and tracking numbers back to Shopify. If tracking shows in your Shopify admin, Lumen can show it.

Does Lumen work with POS orders, draft orders or pre-orders?

Lumen looks up orders in your Shopify admin. Draft orders aren't orders yet, so they can't be found. POS and pre-orders show their current Shopify status, usually without shipment tracking.

Does Lumen work with headless stores?

The tracking page, form and chat need the Online Store sales channel. Headless storefronts aren't supported.

Does Lumen slow down my store?

The chat widget and tracking form load their scripts separately from your page content, and the default font loads nothing extra.

Can I use Lumen on more than one store?

Yes. Install it on each store. Each store has its own plan.