Test with a real order

Test Lumen with a real order before you rely on it.

What you need

• An order number from your store.
• The email address used at checkout for that order.
• Ideally, a fulfilled order with a tracking number, so you can see shipments and carrier links.

Don't put real customer details in screenshots you share.

Test the tracking page or form

1. Open https://your-store.com/apps/lumen-widget/track, or the page where you added the tracking form.
2. Enter the order number and the checkout email, then click Track order.
3. You should see the order status, progress steps, and each shipment with its carrier link.
4. Try the wrong email once. Lumen should refuse to show the order.
5. If you turned on Still need help? (it's off by default), click it, pick a reason and send it. A ticket should appear in Tickets. See How shoppers ask for help.

If you allowed lookup by tracking number, also try a tracking number instead of the order number. See Shipment sync if it isn't found.

Test the chat assistant

1. Open your storefront and click the chat bubble.
2. Ask "Where is my order?". Lumen asks for your order number, then your checkout email.
3. After verification, ask a follow-up such as "When will it arrive?" or "Can I return it?".
4. Ask "I'd like to talk to a person". Lumen opens a ticket and tells you the ticket number.
5. Give an answer a thumbs-down. Lumen offers Get help from the store.

Check the admin

• Conversations lists each test session, with its channel and outcome.
• Tickets lists the tickets you opened. Open one to see the summary, priority and transcript.
• On Pro and above, with an escalation email set, you get an email for each new ticket.

Close or resolve your test tickets when you're done. See Ticket statuses.