Frequently asked questions

Answers to the questions merchants ask most often. For billing-specific questions, see Billing FAQ.

Does Lumen work with all Shopify themes?

Lumen works with Online Store 2.0 themes that support app embeds. This includes all themes from the Shopify Theme Store and most custom themes built after 2021. If your theme is older and doesn't support app embeds, contact us at support@manilabs.co and we'll help review the options.

Does Lumen support multiple languages?

Lumen currently responds in English. If a customer writes in another language, Lumen will attempt to understand the query and respond in English. Multi-language support is on our roadmap.

Can I use Lumen on multiple stores?

Yes. Each store needs its own Lumen installation and has its own plan and billing. There's no multi-store discount at this time — each store is billed independently through Shopify.

Does Lumen work with Shopify POS orders?

Lumen can look up any order that appears in your Shopify admin, including POS orders. However, POS orders typically don't have shipping or tracking information, so Lumen will show them as "fulfilled" or "completed" without delivery tracking.

Does Lumen work with headless Shopify stores?

Not currently. Lumen's chat widget relies on Shopify's theme app embed system, which requires an Online Store sales channel. If you run a headless storefront, contact us if this is important for your store — we're exploring headless support.

Does Lumen slow down my store?

No. The chat widget is optimized for performance and doesn't affect your store's page load speed or Core Web Vitals.

What shipping carriers does Lumen support?

Lumen displays whatever tracking information is in your Shopify fulfillment data. It works with any carrier that Shopify supports, including USPS, UPS, FedEx, DHL, Canada Post, Royal Mail, Australia Post, and hundreds of others. If the tracking number and carrier are in Shopify, Lumen can show them.

Does Lumen work with third-party fulfillment services (3PLs)?

Yes — as long as the 3PL syncs fulfillment and tracking data back to Shopify. Services like ShipBob, ShipStation, and Deliverr typically push tracking numbers into Shopify automatically. If tracking data appears in your Shopify admin, Lumen can access it.

What happens if Shopify's API is down?

If Shopify is temporarily unavailable, Lumen may not be able to read order data. In this case, Lumen tells the customer that order tracking is temporarily unavailable and suggests they try again shortly or contact your support team directly. Your store itself is not affected.

Can Lumen handle Black Friday / high-traffic events?

Yes. Lumen's infrastructure scales automatically to handle traffic spikes. Customers may see slightly slower responses during extreme peak periods, but the widget remains fully functional.

Does Lumen work with draft orders or pre-orders?

Draft orders and unpaid orders are not included in Lumen's order tracking flow. Once an order is confirmed and paid, Lumen can track it. For pre-orders, once the order is placed and appears as a confirmed order in Shopify, Lumen will show its current Shopify status.

Can Lumen answer questions about store policies, products, or returns?

Lumen is focused on order tracking and post-purchase support. On paid plans, you can add return and shipping policy text so Lumen can answer basic policy questions. Lumen does not handle broad product recommendations or account management.

Does Lumen store my customers' personal data?

Lumen stores the minimum data needed for tickets, analytics, and troubleshooting. Conversation data follows Lumen's retention policy. See Data handling for full details.

Can customers continue a conversation if they leave and come back?

Each conversation is independent and focused on the current query. If a customer returns, they start a fresh session.

What if my order data in Shopify is incomplete?

Lumen can only show what's in Shopify. If an order is missing tracking information, Lumen will report the order as shipped but won't be able to provide a tracking number. The fix is to ensure tracking data is added when fulfilling orders. See Missing tracking information for more details.