Order 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.

Email verification failed

Symptom: Lumen finds the order number but does not show details after the customer enters an email.

Possible causes and solutions:

1. Different checkout email — Ask the customer to use the exact email from their Shopify order confirmation.
2. Typo at checkout — If the original order email has a typo, Lumen will compare against that typo because it reads Shopify's order data.
3. Gift order — The person asking may not be the person whose email is on the order.

For privacy, Lumen does not reveal order details when the email does not match.

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 only has an email address

Symptom: A customer wants to track an order but does not know the order number.

Solution: Ask the customer to find the order number in their order confirmation email. Lumen is most reliable when the customer provides the order number first.

Conversation limit reached

Symptom: Lumen says it cannot process more conversations right now.

Solution: Check your plan and usage in Apps → Lumen → Pricing. Free plans pause after 50 conversations per month. Paid plans have higher monthly conversation limits and may include overage billing with a monthly cap.