How shoppers ask for help
The ways a shopper can reach your team through Lumen.
Shoppers can ask for your team from the tracking page, the tracking form or the chat. Each way opens a ticket.
"Still need help?" on the tracking page and form
Still need help? is off by default. When you turn it on, the result card shows it after a successful lookup, and each request opens a ticket in Tickets.
Turn it on
- Tracking form block: in the Theme Editor, select the Lumen Order Tracking block and check Show "Still need help?" after tracking. Click Save.
- Tracking page (
/apps/lumen-widget/track): on the Lumen dashboard, under How customers track orders, check Show "Still need help?" on the tracking page.
The two settings are separate, so you can turn it on for one and not the other.
What the shopper does
The shopper picks a reason:
| Reason | Ticket |
|---|---|
| My order is late | Service request |
| It shows delivered but I didn't get it | Incident, with the delivery evidence attached (a service request for a late package if the order isn't marked delivered yet) |
| Wrong or damaged item | Incident |
| Change or cancel my order | Service request |
| Something else | Service request |
They can add an optional note of up to 500 characters ("Anything the store should know?"), then click Send to the store. Email addresses, card numbers and phone numbers in the note are masked before it's saved.
The shopper sees the ticket number on the card.
Asking in the chat
The assistant opens a ticket when the shopper:
- asks for a person or the store team,
- is clearly frustrated or angry,
- says the order shows delivered but never arrived,
- reports a wrong or damaged item,
- asks the store to change the shipping speed or address, or to cancel or edit the order.
The quick buttons Delivered but missing and Wrong item received go straight to an incident.
Questions about the rules ("Can I return this?") get a policy answer, not a ticket.
"Get help from the store" after a thumbs-down
When a shopper gives an order answer a thumbs-down, the conversation is flagged Not helpful and the chat offers Get help from the store.
- If they click it, Lumen opens a high-priority service request.
- If they don't, no ticket opens. You can still find the conversation with the Not helpful filter in Conversations.
Not verified yet
Every ticket needs a verified order. If a shopper asks for help before verifying, Lumen asks for the order number and checkout email first, then opens the ticket.
What the shopper is told
It depends on your human handoff setting:
- On: "I've passed this to the store team as SR00004 for order #1042. They'll reply to the email on your order."
- Off: the shopper is given your support contact and asked to mention the ticket number. Lumen doesn't promise a follow-up.