AI order support for online stores
“Where’s my order?” — answered in seconds, day or night
Lumi picks up the phone, takes the order number, and reads back the real status and tracking from your store. Your inbox stops filling up with the same question.
Or call it: (213) 261-0528 — a real order lookup on a demo store.
- Shopify & WooCommerce
- Live order lookup
- Phone and web
What it looks like on your storefront
Why stores use it
01
“Where is my order?”, answered without you
The most common question you get is also the most mechanical. Lumi takes the order number, looks up the real order, and reads back the status and tracking — at 2am, or while five people are queued.
02
It looks up the actual order
Not a canned reply. A live read from Shopify or WooCommerce, so what your customer hears matches what your store says. If the store can't be reached, Lumi says so and takes a callback instead of guessing.
03
You can read every word
Every call and web session lands in your dashboard with a transcript and the order it was about. Nothing your customer was told is invisible to you.
What Lumi does
Reads your store, not a script
Every answer comes from the order, the catalog or the policy you already published.
Order status and tracking
Order number in, status out — plus carrier, tracking number and estimated delivery when the shipment exists.
Shopify and WooCommerce
Both platforms, one agent. Your customers get the same answer whichever one you run.
Checks who it's talking to
Lumi confirms an identifying detail before reading anything personal, and on the web it asks for the order email or ZIP first. Order numbers are sequential; the check is what stops them being a lookup key for strangers.
Answers product questions
Syncs your catalog so Lumi can confirm what a product is, what it costs, and whether it's in stock.
Knows your policies
Returns, shipping and refund policy read from your own store — so the answer on the phone is the answer on your site.
Nothing disappears
When Lumi can't finish — a damaged parcel, a refund dispute, an order it genuinely can't find — it takes the details and logs a callback ticket in your queue.
Industries we serve
Including the ones other vendors turn away
If you sell in a regulated or high-risk category, you already know the routine: the software is fine until someone reads your product list. We support these stores, and Lumi answers strictly from your own catalog and your own published policies rather than improvising claims about what you sell.
- Hemp and CBD
- Peptides and research supplies
- Supplements and nutraceuticals
- Vape and smoke shops
- Firearms accessories
- Adult wellness
Not listed? Ask. The answer is usually yes.
Your Branding, Wherever You Sell
Same feature, any kind of store
Home goods, wellness, whatever you sell — the support line carries your name and your domain, not ours.
A home-goods storefront
A wellness storefront
Automate The Repetitive. Escalate What Matters.
Fast Answers. Real People When It Counts.
Most calls are the same handful of questions, and Lumi settles them in under 2 minutes — which is exactly how long your customer wants to spend on the phone. Anything that needs judgement goes to a person instead of going in circles.
An order status call takes well under a minute. The cap exists for the conversation that has gone wrong — a damaged parcel or a refund argument belongs with a person, and Lumi hands it over rather than talking in circles.
Pricing
What You Pay, And Where The Limits Are
The same plans as everywhere else — no separate ecommerce tier, no connector surcharge for reading your store. Every plan comes with a set number of calls, and we'd rather give you the number than call it unlimited.
Starter
$180/month
Setup Is On Us — $0
- About 90 calls a month (100 minutes)
- 1 local phone number
- 24/7 answering and booking
- Website knowledge sync
- Callback ticket portal
- 2 hours of platform care per month
Growth
Most Popular$280/month
Setup Is On Us — $0
- About 175 calls a month (250 minutes)
- Advanced transfers
- 4 hours of platform care per month
- Everything in Starter
Scale
$450/month
Setup Is On Us — $0
- About 300 calls a month (600 minutes)
- 2 local phone numbers
- Advanced routing
- 8 hours of platform care per month
Enterprise / White Label
White-label branding, custom limits, and a dedicated line to us. Priced per organisation.
White-label branding for your customers · Custom minute allowances and phone numbers · Dedicated onboarding and support · Everything in Scale
Questions
What store owners ask
- Which platforms do you support?
- Shopify and WooCommerce today. Both are read-only: Lumi looks orders up, it never edits or refunds them.
- How do you get access to my store?
- For Shopify we ask you to invite an account to your store, and we create the read-only connection ourselves — you never have to generate or paste an API key. WooCommerce uses a read-only REST key you create in your own admin.
- Can it look up any order?
- It matches the exact order number, and asks the caller to confirm an identifying detail before reading anything personal back. On your website it asks for the email or ZIP on the order first, and reveals nothing until that matches.
- What if it can't find the order?
- It says so, asks the customer to re-read the number, and then takes their details for a callback rather than guessing. A wrong order read aloud is worse than an honest handover.
- Do you work with hemp, peptide or supplement stores?
- Yes. We support merchants in regulated and high-risk categories that other vendors decline. Lumi answers from your own catalog and your own published policies, and it doesn't improvise claims about your products.
- Why are calls capped at 2 minutes?
- A customer going in circles with an AI has a worse time than one who gets a callback from a person. Lumi warns before the limit, closes the conversation, and hands anything unresolved to you.
- What If I Run Out Of Calls?
- We don't. There's no per-minute charge and no surprise bill — your plan is a cap, not a meter. Starter covers 50 calls a month (100 minutes of talk time), and you can see what you've used in your dashboard at any point. If you're regularly reaching it, that's a good problem — move up a plan and we'll handle the switch.
- Does it handle email too?
- Phone and your website today. Email support is on the roadmap and we'd rather not sell you a channel we haven't finished.
Stop answering the same question
Tell us about your store, your policies and your busiest questions. We build it, and Lumi starts answering them.