Common scenarios

How Lumen responds in situations shoppers run into often.

"It says delivered but I never got it"

Lumen shows the delivery from the carrier's data, with Delivered on and the date for each package. It can't confirm a package physically arrived.

The shopper can report it in the chat, or on the tracking page or form if you turned on Still need help? ("It shows delivered but I didn't get it"). What happens next depends on the order:

• Marked delivered: Lumen opens an incident ticket (reason: Delivered but not received) with the delivery evidence attached: for each delivered package, the carrier, tracking number, delivery time, the carrier's last update and a tracking link.
• Not marked delivered yet: it's a late package, not a missing one. Lumen tells the shopper it's still on its way, with the estimated delivery when the carrier gives one, and opens a service request (reason: Needs help) instead.

On the ticket, Open order in Shopify takes you to the order. FedEx and some other carriers add proof-of-delivery photos to the order's Fulfilled section in Shopify, kept for up to 90 days. The recommended next step is to check the photo and delivery location, then open a carrier claim or send a replacement. See Tickets.

Split shipments

Each package is listed with its own tracking number and carrier link. The status shows Partially shipped until the whole order has shipped.

Order not shipped yet

Lumen shows Preparing to ship and explains that tracking will appear once it ships. It doesn't guess a ship date. If you publish a shipping policy with your handling times, the assistant can quote it. See Policy knowledge.

Carrier reports a problem

When the carrier reports a delivery exception, the status shows Delivery issue. Lumen opens an incident ticket (reason: Delivery exception) automatically, with the status Action pending. This happens when a shopper looks up the order and it has an exception, or when Shopify reports the exception later for an order a shopper already looked up.

Late international orders

Lumen shows the latest carrier update and the carrier link. Tracking for international parcels is often sparse after the package leaves the origin country. If the shopper says it's late, they can ask in the chat, or use Still need help? ("My order is late") if you turned it on.

Shopper wants to cancel, change the address or speed up shipping

Lumen never changes orders. When the shopper asks your store to do it, Lumen opens a service request ticket for your team and gives the shopper the ticket number. Asking about the rules ("Can I cancel?") gets an answer from your published policy instead.

Wrong or damaged item

Lumen opens an incident ticket (reason: Wrong item or Damaged item) so your team can follow up.

Wrong order number

Lumen says it couldn't find a matching order and asks the shopper to check their confirmation email. It doesn't say whether the order number or the email was wrong.

Wrong email

Lumen doesn't show the order. After 5 wrong emails, that order is locked for 15 minutes.

Order from another platform

Lumen only sees orders in your Shopify store. Orders from Amazon, Etsy or other channels that aren't in Shopify won't be found.

Cancelled order

Lumen shows Cancelled. It doesn't know why the order was cancelled. If the shopper needs more, they can ask the store team.

Over your plan's monthly limit

Order lookups keep working on every channel. AI answers in the chat pause until next month or until you upgrade. See Plans and pricing.