Supported queries
Types of questions Lumen can answer about orders.
Lumen handles a range of order-related questions. Here's what customers can ask and what Lumen will respond with.
Order status
Customer asks: "What's the status of order #1042?" or "Has my order shipped?"
Lumen responds with: The current order status after customer verification — whether the order is confirmed, processing, partially fulfilled, fulfilled, or cancelled.
Tracking information
Customer asks: "Where is my package?" or "Can I get the tracking number?"
Lumen responds with: Tracking number, carrier name (USPS, UPS, FedEx, DHL, etc.), and a tracking link if available.
Delivery estimates
Customer asks: "When will my order arrive?" or "What's the estimated delivery?"
Lumen responds with: The estimated delivery date from the fulfillment data. If no estimate is available, Lumen communicates that and suggests checking with the carrier directly.
Order details
Customer asks: "What did I order?" or "Can you show me my order details?"
Lumen responds with: Product names and quantities in the order after email verification.
Store policy questions
Customer asks: "What is your return policy?" or "How long does shipping take?"
Lumen responds with: On paid plans, Lumen can use the return and shipping policy text you configure in Settings. If no policy context is configured, Lumen will keep the answer limited and offer support when needed.
Queries that require escalation
These questions are outside Lumen's capabilities and will trigger an escalation offer:
- "I want to cancel my order"
- "I need a refund"
- "I received the wrong item"
- "I want to change my shipping address"
- "Can I exchange this?"
Lumen will acknowledge the request and offer to connect the customer with your support team.
Unsupported queries
Lumen will politely redirect customers who ask about:
- Product availability or recommendations
- Account management
- General questions unrelated to orders