Support Operations · Ecommerce

Policy-backed replies,
reviewed before send.

Lumenstead turns anonymized customer support emails and your store policies into structured draft replies — with clear labels for what's ready to send and what needs a human.

Start a diagnostic pilot No inbox connection required
Ready to review
Re: Where is my order? #84271
Your order shipped on the 14th via USPS and is currently in transit. Based on standard delivery windows you can expect arrival by Monday the 21st…
Grounded in: Shipping Policy §2.1
Human review
Re: Damaged item — requesting refund
Flagged: customer reports item arrived broken and is requesting a full refund. Escalation due to potential chargeback risk and missing policy coverage.
Reason: Chargeback risk · Needs decision
Ready to review
Re: How do I start a return? #84309
You can start a return within 30 days of delivery using the link in your confirmation email. Items must be unworn and in original packaging…
Grounded in: Returns Policy §1.3
Process

Three steps to a working pilot

No integrations, no commitments. Share a sample of support tickets and policies and get a clear, structured diagnostic.

01

Share tickets & policies

Share a batch of anonymized customer emails alongside your store's return, shipping, and refund policies. No credentials, no inbox access, no integration setup.

No integration · Anonymized only
02

Get policy-backed drafts

Lumenstead categorizes each ticket, drafts replies grounded in your policies, and labels every case — ready-to-review, needs-edit, or human-only. Nothing fabricated.

Grounded in your policies · Labeled outputs
03

Review your pilot report

Receive a structured report covering ticket breakdowns, safe-to-draft coverage, policy gaps discovered, and a conservative estimate of time-to-value for your team.

No auto-send · Human signs off
Coverage

What Lumenstead handles

Built around the repetitive ticket types that make up most ecommerce support queues — from shipping questions to subscription changes.

📦
Shipping status & tracking
Where is my order, tracking not updating, delivery delays, lost in transit queries
↩️
Returns & exchanges
Return eligibility, exchange process, return window questions, label requests
✏️
Order edits & cancellations
Address corrections, item changes, pre-fulfilment cancellation requests
🏷️
Discount & promo requests
Code eligibility, stacking rules, expired promos, first-order questions
📥
Digital product & download access
Link resends, download failures, licence key queries, access expiry
🔄
Subscription management
Pause, cancel, billing date changes, plan switches, reactivation requests
⚠️
Damaged & missing items
Arrives broken, wrong item sent, missing from package
Routed to human review
💬
General product questions
Sizing, materials, compatibility, stock availability, care instructions
Deliverable

What your pilot report includes

A clear, honest picture of where structured replies can save time — and an honest account of where they shouldn't be used.

📊
Top ticket categories
A volume breakdown of your most frequent ticket types, so you know exactly where repetition is concentrated in your queue.
✅
Safe-to-draft coverage
Which categories are clean enough to draft with confidence, based on your policy clarity and ticket consistency across the sample.
🔍
Policy gaps surfaced
Cases where your policies didn't cover what customers asked — flagged so you can fill the gaps before going further.
👤
Human-review cases
Every flagged ticket with a reason attached: chargeback risk, legal language, customer frustration, damaged goods, or unclear policy.
⏱️
Estimated time saved
A conservative estimate of weekly support hours recoverable in your team's queue, based on the categories covered in the pilot.
📝
Draft quality sample
A selection of actual draft replies from your pilot tickets so you can read the output and judge quality before committing to anything.
Guardrails

What Lumenstead does not do

These aren't disclaimers. They're deliberate design decisions.

No inbox connection. Lumenstead never connects to your email provider. You share tickets manually — a live inbox is never touched.
No automatic sending. Nothing is ever dispatched without a human making that call. Every draft is reviewed before it goes anywhere.
No fabricated policy. If your policy doesn't cover it, the draft won't pretend it does. Gaps are flagged, not filled with plausible-sounding guesswork.
No PII processed. Customer names, email addresses, and order details are removed before submission. The pilot runs on anonymized tickets only.
No autonomous handling of risky cases. Refunds, chargebacks, legal threats, damaged items, and frustrated customers are always flagged for a human — with a clear reason attached.

Built for teams that need to trust their tools

Lumenstead isn't trying to replace your support team. It's designed to take the repetitive, policy-answerable load off their plates — without exposing your brand to the risk of unsupervised automation.

Every output is a starting point, not a final answer.

Drafts grounded in your actual store policies
Human review labels on every output
Starts as a diagnostic pilot, not a commitment
No live inbox access — ever
Works with anonymized tickets only
Get started

Start with a low-risk pilot

The diagnostic pilot is $350 with a 72-hour turnaround, credited toward the first month if you continue.

What to send50-100 anonymized support tickets plus your return, shipping, refund, warranty, discount, and subscription policies.
Helpful extras3-5 examples of good past replies, your FAQ, product pages, tone notes, or existing macros.
Request your pilot

Questions before sending files? Email bowen@lumenstead.com.

No inbox access required Anonymized tickets only No auto-sending