Order lookup issues

"Order not found" error

Symptom: A customer enters their order number but Lumen says it can't find the order.

Possible causes and solutions:

1. Incorrect order number format — Customers sometimes include or omit the # prefix. Lumen handles both formats, but very unusual formats (e.g., adding extra characters) may cause issues. Ask the customer to try just the numeric portion.

2. Order is from another platform — Lumen only accesses Shopify orders. If you also sell through Amazon, Etsy, or other channels that aren't synced to Shopify, those orders won't appear.

3. Order was deleted — If the order was archived or deleted in Shopify, it may not be accessible through the API.

4. Draft orders — Unpaid draft orders are not included in Lumen's searches.

5. Very recent order — Orders placed within the last few seconds may not be immediately queryable. This is rare but can happen with API caching.

Incorrect order status shown

Symptom: Lumen shows an order status that doesn't match what you see in Shopify admin.

Solutions:

1. Check Shopify directly — Verify the actual order status in your Shopify admin. Lumen pulls data in real time, so what it shows should match Shopify.

2. Fulfillment status vs. order status — Lumen shows fulfillment/shipping status. An order marked as "paid" in Shopify but not yet fulfilled will show as "confirmed" or "processing" to customers.

3. Partial fulfillment — If an order has multiple items and only some have shipped, Lumen shows it as "partially fulfilled" and provides tracking for the shipped items.

Missing tracking information

Symptom: Lumen shows the order as shipped but doesn't provide a tracking number.

Cause: Tracking numbers are added when you fulfill an order in Shopify. If you fulfilled the order without entering tracking information, Lumen can't display what doesn't exist.

Solution: Add tracking information to the fulfillment in your Shopify admin:

1. Go to Orders → click the order → find the fulfillment.
2. Click Add tracking and enter the tracking number and carrier.
3. The next time a customer asks, Lumen will include the tracking information.

Customer can't find their order by email

Symptom: A customer provides their email but Lumen doesn't find matching orders.

Possible causes:

• The customer used a different email when placing the order
• The email was entered with a typo during checkout
• The order was placed by someone else (gift orders)

Solution: Suggest the customer try their order number instead, which is more reliable. They can find it in their order confirmation email.