AI customer service for furniture & home goods that owns the freight window and the damage claim.

Yes — within the boundaries you set. Lumi walks the customer through capturing photos at the door, logs the SKU, carrier, and PRO number, and files the claim the way your process needs. What it will never do is authorize a payout or a replacement beyond your policy: those route to your team with the photos and order history attached, so a human makes the money call. Every claim it captures is logged with the proof and the conversation.

Lumi reads the live freight status and gives an honest delivery window rather than a raw tracking link — and it reschedules appointments with the carrier before the truck reloads, adding liftgate, threshold, or curbside as needed. It will not invent a carrier ETA it can't stand behind; when the data doesn't have the answer, it says so and routes the question rather than guessing at a date.

Lumi works inside Shopify, BigCommerce, Adobe Commerce, Wix, and Squarespace, alongside help desks like Gorgias, Zendesk, and Richpanel, and post-purchase and returns tools like AfterShip, Narvar, ShipStation, and Loop Returns — 270+ integrations in all. Freight status, order records, and your product catalog are read and written through the platform so nothing drifts out of sync. Running a specific LTL or white-glove carrier? Bring it to a demo and we'll map what's supported.

Lumi answers from your actual catalog, assembly manuals, and product notes — so when a customer says the dresser is missing the cam-lock bag, it identifies the part, ships the replacement, and sends the right assembly steps. When the answer isn't in your content, it says so and triages to a human rather than improvising a guess on a complex assembly.

Before opening any order, Lumi authenticates — typically a one-time code to the phone or email on the account — and it handles the messy cases, like the customer who bought under a spouse's email and doesn't have the order number. No order details are discussed until verification passes. On high-AOV freight orders, that discipline matters even more.

Lumi works within the return and claim policy you approve — exchange-first flows, dollar ceilings, category exclusions on oversized items. A customer who pushes for a full refund past those limits gets a graceful hold while your team gets the case, photos and freight claim attached. There is no rogue payout path on a $2,000 order.

Lumi is introduced as your brand's assistant, in your tone, and customers grade you on something else: whether the damage claim got captured in one thread the night the truck left, and whether the missing part shipped without a fight. When a conversation needs a person — a payout call, a furious high-AOV buyer — it moves to your team with the whole exchange in hand.

Weeks, not a quarter. Lumi connects to your store, ingests the catalog, manuals, claim and return policies, and enough of your past conversations to learn how the brand talks, then runs a supervised stretch where your team reviews replies before it flies solo. Most brands are live inside a few weeks — comfortable runway before the next big-and-bulky season.