Privacy Policy. This page is ready
Last updated October 11, 2026
Lumen is a Shopify app that helps merchants answer post-purchase support questions, including order status, shipment status, tracking information, return questions, and support escalations.
This Privacy Policy explains how Lumen, operated by Manikandan under the trade name Mani Labs ("Lumen," "we," "us," or "our"), collects, uses, shares, and protects information when Shopify merchants install Lumen and when shoppers use Lumen on a merchant's store: the AI chat widget, the order tracking form, or the tracking page.
Operator location: Coimbatore, Tamil Nadu, India.
If you are a shopper using a merchant's store, the Shopify merchant remains responsible for its relationship with you and for its own privacy notices. Lumen processes store and order information on behalf of the merchant to provide the app.
When a merchant installs or uses Lumen, we may collect and process:
When a shopper uses the chat widget, the tracking form, or the tracking page, we may process:
Shoppers should avoid entering sensitive information that is not needed for order support.
To answer order and tracking questions, Lumen may access order and fulfillment information from Shopify, including:
Lumen does not collect or store payment card numbers.
Lumen does not sell personal information and does not use shopper data for advertising.
Lumen does not store the checkout email a shopper enters as part of the conversation or the verification record. The email is checked on our server against Shopify order data. Order data fetched from Shopify, which can include the order's customer email, is cached briefly to answer follow-up questions and then deleted.
Lumen does not intentionally store full street addresses in chat analytics. If a shopper types personal information into the chat, that text may be processed as part of the conversation.
We use information to:
Lumen uses AI services to generate support responses, summarize conversations, and analyze sentiment.
Lumen uses Anthropic (Claude) for chat replies, conversation summaries, and sentiment analysis. If Anthropic is unavailable, the same request may be sent once to a fallback AI provider: OpenAI by default, or another OpenAI-compatible provider configured by the Lumen operator. The information sent to AI providers is limited to the context needed for the support task, such as the shopper's message, conversation state, order/tracking context after verification, the shopper's language so replies can match it, and merchant-provided configuration or policies.
Order verification happens on our server and does not use AI. Email addresses, payment card numbers, and phone numbers are masked before any text is sent to AI providers, including an email a shopper types into the chat.
AI-generated responses may be incomplete or inaccurate. Lumen includes safeguards to keep responses scoped to post-purchase support, but merchants remain responsible for configuring the app appropriately and handling escalations when human support is needed.
We use trusted service providers to operate Lumen. These providers may process limited information on our behalf:
These providers process information according to their own terms, privacy policies, and data processing commitments.
When a customer needs human support, Lumen can send an escalation email to the merchant's configured support address.
Escalation emails may include the store domain, order reference, sentiment information, a redacted conversation transcript, and the customer email address or reply link when available so the merchant can follow up. Email addresses inside conversation transcripts are redacted before the transcript is included.
Lumen also emails merchants about the app: welcome emails, missing escalation email notices, usage alerts at 80% and 100% of the monthly conversation limit, weekly reports where enabled, and the customer data export when Shopify sends a customer data request.
Lumen does not use advertising cookies in the storefront widget.
The chat widget and tracking form don't set cookies. They use the browser's session storage, which is cleared when the tab closes, for a random visitor identifier, the conversation session, a short-lived copy of the widget settings, and a note that the form has loaded. These are used to provide the service, not to track shoppers across unrelated websites.
Merchants are responsible for ensuring their own storefront privacy notices and cookie banners accurately describe all technologies used on their store.
We keep information only for as long as needed to provide Lumen, meet legal or security obligations, resolve disputes, and enforce agreements.
Some information may remain for a limited period in backups, security logs, or provider logs where deletion is technically limited, but we minimize logged personal information and use it only for security, troubleshooting, and compliance.
We use reasonable administrative, technical, and organizational safeguards to protect information processed by Lumen, including:
Lumen supports Shopify's required privacy webhook flows, including:
If you are a shopper and want to access, correct, or delete personal information related to an order, please contact the Shopify merchant where you made the purchase. The merchant can handle your request through Shopify and related privacy workflows.
Depending on your location, you may have rights to access, correct, delete, export, restrict, or object to processing of personal information. We will help merchants respond to valid requests as required by applicable law.
Lumen is intended for use by Shopify merchants and their shoppers in a commerce context. It is not directed to children under 13, and we do not knowingly collect personal information from children under 13.
We may update this Privacy Policy from time to time. If we make material changes, we will update the effective date and, where appropriate, provide notice through the app or website.
For privacy questions or support requests, contact: