Ticket and email issues

No ticket was opened

• The shopper didn't verify. Every ticket needs a verified order. Lumen asks for the order number and checkout email first. If the shopper left, no ticket opens.
• It was a question, not a request. "Can I cancel?" gets a policy answer. "Please cancel my order" opens a ticket.
• A thumbs-down alone doesn't open a ticket. The shopper must also click Get help from the store.
• A ticket was already open. Lumen reuses the open ticket on that conversation instead of opening a duplicate.

Look the session up in Conversations to see what happened.

Ticket alert emails aren't arriving

1. Check your plan. Alerts are on Pro and above. Free stores see tickets only in the Lumen admin.
2. Check human handoff. Alerts are sent only when Human handoff is on.
3. Check the escalation email in Settings → Human handoff for typos.
4. Check spam. Mark the first alert as "not spam" so later ones arrive in your inbox.
5. Check Tickets. If the ticket is there but the email isn't, the problem is email delivery. If your help desk receives the address, check its spam filter too.

Shopper says they were told someone would reply, but nobody did

1. Find the ticket in Tickets by order number.
2. If handoff is on, shoppers are told your team has the request. Make sure someone checks Tickets or the escalation inbox every day.
3. If you can't follow up through Lumen, turn handoff off so shoppers are sent to your support contact instead. See Human handoff.

I can't reopen a closed ticket

Closed tickets can't be reopened. If the shopper asks again in a new conversation, Lumen opens a new ticket. Use Resolved instead of Closed if you might need to come back to it.

Escalation email warning on the dashboard

Handoff is on but no escalation email is set (Pro and above). Add one in Settings → Human handoff, or ignore it if you only use the Tickets page.