Order lookup issues

"We couldn't find an order matching that order number and email"

For privacy, Lumen gives the same message whether the order number or the email is wrong. Check:

The order number. Shoppers can type 1001 or #1001. Extra characters or a number from another platform won't match.
The email. It must be the email on the Shopify order. Gift buyers and shared accounts often use a different one.
A typo at checkout. If the order's email has a typo, Lumen compares against that. You can correct the email on the order in Shopify.
Draft orders. Unpaid draft orders aren't orders yet and can't be found.
Other channels. Orders that aren't in your Shopify admin can't be found.

"Too many unsuccessful attempts for this order"

After 5 wrong emails, that order is locked for 15 minutes. Ask the shopper to wait and use the email from their order confirmation.

Tracking number not found

Lookups by tracking number use the tracking numbers Lumen has collected.

On the dashboard, check the Shipment sync card.
If you've never imported, click Import shipments. If it stopped part-way, click Continue import.
Click Sync now to pick up anything missed.
Make sure the tracking number is on the fulfillment in Shopify.

Meanwhile, the shopper can use the order number.

Shipped, but no tracking shown

Tracking numbers come from your Shopify fulfillments. If you fulfilled without one, there's nothing to show.

In Shopify, open the order and find the fulfillment.
Click Add tracking and enter the number and carrier.
The next lookup shows it.

If you use a 3PL or shipping app, check that it sends tracking back to Shopify.

Status looks different from Shopify

Lumen shows a shopper-friendly status based on fulfillment and carrier events, such as In transit instead of "Fulfilled". Partly shipped orders show Partially shipped, with each package listed. The data comes straight from Shopify when the shopper looks.

The chat stops after many messages

Each chat has a message limit to prevent abuse. The shopper can start a new chat.