How order tracking works
Understand how Lumen provides real-time order information to your customers.
Lumen connects directly to your Shopify store to provide real-time order tracking. Here's what happens when a customer asks about their order.
The lookup process
When a customer asks about an order:
- Understands the question — Lumen's AI interprets the customer's natural-language query.
- Finds the order — Lumen securely looks up the relevant order data from your Shopify store.
- Delivers the answer — Lumen composes a clear, conversational response with the order details.
Responses are fast — most lookups complete in just a few seconds.
What information Lumen provides
Lumen can deliver the following order details to your customers:
| 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.
Flexible order matching
Customers can look up orders in several ways — by order number, email, or name. If multiple orders match, Lumen shows the most recent one and asks if the customer wants to check a specific order.
Lumen can access all orders in your Shopify store regardless of age. There's no time limit on how far back it can look up orders.