How order tracking works
Understand how Lumen provides real-time order information to your customers.
Lumen reads order and fulfillment data from Shopify and turns it into a customer-friendly answer. It is designed for WISMO questions: "Where is my order?", "Has it shipped?", and "What is my tracking number?"
The order tracking process
When a customer asks about an order:
- Understands the question — Lumen's AI interprets the customer's natural-language query.
- Requests the order number — If the message does not include an order number, Lumen asks for one.
- Verifies the customer — Before showing order details, Lumen asks for the email associated with that order.
- Reads Shopify data — Lumen checks the order and fulfillment details available through Shopify.
- Delivers the answer — Lumen responds with the order status, tracking details, or a clear explanation of what is missing.
Most responses complete in a few seconds.
What information Lumen provides
After verification, Lumen can provide:
| Information | Example |
|---|---|
| Order status | Confirmed, fulfilled, cancelled |
| Tracking number | 9400111899223847563 |
| Carrier | USPS, UPS, FedEx, DHL |
| Estimated delivery | February 26, 2026 |
| Order items | Product names and quantities |
Always up to date
Customers always see the latest order information. If you update an order in Shopify, the next query reflects the change immediately — no delays or sync issues.
Verification protects order details
Lumen does not show order or tracking details only because someone knows an order number. It verifies the email associated with that order first.
Within the same active widget session, a verified order can be reused for follow-up questions. A new session may require verification again.
Lumen can only show information that exists in Shopify. If a fulfillment has no tracking number, Lumen cannot invent one.