How shoppers track orders
Choose chat and form, form only, or chat only.
You decide what shoppers see on your store. Go to Apps → Lumen → Home and find How customers track orders. You can change it at any time.
The three options
| Option | What shoppers get | Best for |
|---|---|---|
| Chat assistant and tracking form (default) | The AI chat bubble on every page, plus a tracking form you can add to any page | Most stores |
| Tracking form only | The tracking form and tracking page. The Lumen chat bubble stays hidden | Stores that already use a chat app such as Tidio, Gorgias or Shopify Inbox |
| Chat assistant only | The AI chat bubble. It has its own tracking form inside the chat | Stores that don't want a separate tracking page |
The tracking page at /apps/lumen-widget/track works in every mode.
Chat assistant and tracking form
Shoppers can look up an order on the tracking page or form, then click Ask about this order to continue in the chat with the order already verified. Shoppers can also start in the chat.
Setup:
- Turn on the Lumen Chat Widget app embed in the Theme Editor.
- Add the tracking form block to a page, or link the tracking page.
Tracking form only
Pick this if you already have a chat app and don't want two chat bubbles. Shoppers still get verified order tracking and every shipment. To let them open tickets from the result card, turn on Still need help? (off by default). See How shoppers ask for help.
The Ask about this order button is hidden in this mode, because there is no Lumen chat to open.
Tip: link the tracking page from your other chat app's welcome message or saved replies.
Chat assistant only
The chat bubble answers order and policy questions. Shoppers can type their details or use Track an order inside the chat.
The tracking form steps are hidden from the setup checklist in this mode.
What every mode includes
- Verification with the checkout email before any order details.
- All four storefront languages.
- Tickets when a shopper needs your team.
- Every session in Conversations.