How order tracking works
How Lumen verifies shoppers and what it shows about an order.
Lumen reads orders and fulfillments from Shopify and turns them into a plain-language answer. The same lookup powers the tracking page, the tracking form and the chat assistant.
The lookup
- The shopper enters an order number (such as
1001or#1001) or a tracking number. - The shopper enters the email used at checkout.
- Lumen's server checks that the email matches the order in Shopify.
- Only then does Lumen show the order.
Lumen never shows order details before this check. Knowing an order number alone is not enough.
Verification rules
- The email must match the checkout email on the Shopify order.
- After 5 wrong emails for the same order, that order is locked for 15 minutes. The shopper is asked to wait or contact your support team.
- In the chat, a verified order stays verified for follow-up questions in that chat. A new chat asks again.
- The checkout email is used only for the check. It isn't stored with the conversation.
Order number or tracking number
Lookup by order number works for every order in your store. Lumen can see all your orders, not only recent ones.
Lookup by tracking number uses the tracking numbers Lumen has collected from your fulfillments. New shipments are added automatically. For older orders, run Import shipments once on the dashboard. See Shipment sync.
You can turn off tracking number lookup in the tracking form block settings.
What shoppers see
| Part | Example |
|---|---|
| Status | Preparing to ship, Partially shipped, In transit, Out for delivery, Delivered, Delivery issue, Cancelled |
| Explanation | "Your package is on its way. Use the carrier link below for the latest updates." |
| Progress steps | Confirmed → Shipped → In transit → Out for delivery → Delivered (or Ready for pickup) |
| Shipments | Each shipment's tracking number, estimated delivery when available, and a Track package link |
Split shipments
When an order ships in more than one package, each shipment is listed on its own with its own carrier link. The status shows Partially shipped until everything has shipped.
Missing tracking
If a fulfillment has no tracking number, Lumen says carrier details aren't available yet. It never invents a number or a date.
Always current
Lumen reads Shopify when the shopper asks. If you add tracking or change an order in Shopify, the next lookup shows it.
Lumen can only show what is in Shopify. If your 3PL or shipping app doesn't send tracking back to Shopify, Lumen can't show it.