Data handling
What Lumen reads, stores, shares and deletes.
This page summarizes how Lumen handles data. The privacy policy has the full details.
What Lumen reads from Shopify
Lumen has read-only access. It reads:
- orders: number, status, items, totals, and the customer email for verification,
- fulfillments: carriers, tracking numbers and shipment events,
- your store policies, when you click Import from Shopify, then once a day for those you imported,
- your store's default return and order-change rules (return window and order edit window), once a day.
It can't change orders, customers, products, payments or inventory.
What Lumen stores
| Data | Notes |
|---|---|
| Conversation transcripts | Emails, card numbers and phone numbers are masked |
| Tickets | Number, type, reason, status, priority, and the shopper's optional note (masked the same way) |
| Conversation details | Order number, channel, sentiment, feedback, short summary, storefront language |
| Tracking number index | Tracking numbers and their orders, so shoppers can look up by tracking number |
| Store settings | Your Lumen settings, policies and plan |
What Lumen doesn't store
- The checkout email a shopper types to verify. It's checked against Shopify on Lumen's server and not saved with the conversation.
- Payment card numbers.
- Shopper profiles or browsing history.
Order data fetched from Shopify is cached briefly for follow-up questions, then deleted.
Cookies and storage
The chat widget and tracking form don't set cookies. They use the browser's session storage, which clears when the tab closes. It holds a random visitor ID (used to count conversations and prevent abuse), the chat session and a short-lived copy of the widget settings.
AI providers
Lumen uses Anthropic (Claude) for chat replies, summaries and sentiment. If Claude is unavailable, the request can go once to a fallback provider, OpenAI by default.
- Emails, card numbers and phone numbers are masked before any text goes to an AI provider.
- Only the context needed for the answer is sent.
- Order verification doesn't use AI.
Lumen doesn't sell personal data or use it for advertising.
Other service providers
Shopify (app platform and billing), Vercel (hosting), Supabase (database) and Resend (emails).
Counts in Shopify Analytics
Lumen sends two counts to your store's Shopify Analytics: orders tracked, and support tickets opened. Each count is labeled only by channel (chat, form or page) and, for tickets, the type (SR or IN) and reason. No shopper names, emails or order numbers are sent.
Automatic deletion
| Data | Deleted after |
|---|---|
| Conversations on the Free plan | 90 days |
| Conversations on paid plans | 180 days |
| Widget event records | 180 days |
| Cached order data | Shortly after the support flow ends |
| Rate-limit and conversation counters | Within hours |
To keep records longer, use CSV export on Pro and above.
When you uninstall
Lumen deletes your store's data: settings, policies, conversations, transcripts, tickets, cached orders, the tracking number index, widget events and app sessions.
Some data can stay for a short time in backups or service logs where deletion is technically limited.