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 — 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.
Multiple orders
Customer asks: "I have two orders, can you check both?"
Lumen responds with: Status for each order, presented clearly so the customer can distinguish between them.
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
- Store policies (shipping, returns, etc.)
- Account management
- General questions unrelated to orders