Product overview
Lume NDR & CSR Portal Overview
A plain-language guide to the portal workflow, user roles, return queues, assignments, calling, reviews and reporting.
1. What the portal is
Lume NDR & CSR is a focused return-management and customer-calling workspace for e-commerce stores, courier users, and 3PL companies. It brings return-related delivery records into one organized queue so a team can act before a failed delivery becomes a final loss.
Instead of managing returns through separate spreadsheets, messages, and call notes, the portal keeps assignments, customer responses, review decisions, and recovery results connected to the relevant shipment.
2. The problem it solves
Return and non-delivery records often arrive from several courier accounts or merchants. Without one workflow, teams may call the same customer twice, miss a time-sensitive case, lose agent remarks, or struggle to measure which shipments were recovered.
The portal helps a company:
Collect return-relevant cases in a central queue.
Separate cases by merchant and courier when that information is available.
Assign work to the correct calling agents.
Keep customer-call remarks attached to each shipment.
Review completed work and follow reattempt outcomes.
Measure returns, pending calls, repeated returns, and recovered deliveries.
3. The workflow at a glance
A customer company requests a demo or account.
Lume reviews the request and provides approved login credentials.
The company adds its internal admins and agents to the same workspace.
A courier or custom data source is configured and authorized.
Return-relevant shipment records enter the company queue.
A super admin or admin assigns cases to agents.
Agents contact customers and add meaningful remarks.
Administrators review completed calls and operational outcomes.
Later delivery updates identify return-again or recovered cases.
Dashboards and reports summarize activity and performance.
4. Company workspaces
Each registered customer company has its own workspace. A workspace contains that company's merchants, integrations, shipment cases, team members, assignments, notifications, and subscription access.
Company admins and agents are internal users. They remain inside the customer workspace and are not treated as separate companies or separate registration requests.
5. User roles
Platform Admin
The Lume Platform Admin manages customer-company requests, creates approved accounts, activates trials or plans, reviews workspace status, and handles account suspension when required. The Platform Admin does not use internal team profiles as customer-company records.
Company Super Admin
The Company Super Admin controls one customer workspace. This role can manage internal admins and agents, integrations, assignments, reports, account setup, and available billing options.
Company Admin
The Company Admin manages daily return operations. This includes agents, assignments, queue review, call approvals, merchant views, and reports, subject to workspace permissions.
Agent
The Agent works on assigned return cases, reviews the available shipment and customer details, contacts the customer, and records a clear remark after the call.
6. Information a case may contain
The portal can display the following information when it is supplied and permitted by the connected courier, 3PL, store, or custom API:
Tracking or consignment number.
Courier and current courier status.
Merchant or brand name.
Customer name and contact number.
Delivery address.
Product or order description.
Cash-on-delivery amount.
Queue, shipment, or status dates.
Assigned agent and administrator instructions.
Agent remarks and review state.
Later delivery or return outcome.
Missing provider data is not invented by the portal. The visible record reflects the fields made available by the connected source.
7. Return queue and statuses
Incoming courier language can vary. The integration process maps relevant provider statuses into a simpler operational view.
Return: the shipment has entered a return-related state and may need action.
Pending: the shipment needs attention but does not yet have a final outcome.
Pending call: an agent has not completed a meaningful call record.
Called: an agent submitted a remark for administrator review.
Return again: a later update shows that the shipment returned again after follow-up.
Recovered: a previously tracked return later changed to delivered.
If an agent closes a case without adding a remark, the case remains Pending call. This prevents empty actions from being counted as completed work.
8. Assigning work
Super admins and admins can assign individual cases or groups of cases to an active agent. Bulk assignment can use one of two parallel selections:
Merchant selection: assigns applicable entries for one or more selected merchants.
Courier selection: assigns applicable entries across the selected courier or couriers.
A date range can narrow the assignment to the required operational period. An existing assignment can also be removed without deleting the shipment record or its history.
9. Agent calling and remarks
Agents see the queue assigned to them. A case can include the customer contact, address, product, COD value, courier, merchant, and administrator instruction when available.
After contacting the customer, the agent records a useful remark. The remark creates accountability and gives administrators the context needed to review the case, request a reattempt, or continue follow-up.
10. Merchants and 3PL operations
A 3PL workspace may receive shipments belonging to several merchants. When the source provides a reliable merchant identity, the portal can organize, search, assign, and report those cases merchant-wise.
The merchant view supports search and pagination so a larger customer workspace remains manageable. Selecting a courier for bulk work covers the relevant merchants arriving through that courier, while selecting merchants focuses only on those brands.
11. Notifications
Portal notifications help the appropriate role see operational events. Depending on enabled functions and browser permission, notifications may cover:
New return cases and integration errors for administrators.
Return-again and recovered-delivery updates.
Internal admin or agent login activity for authorized managers.
New task assignments for agents.
Browser push delivery depends on device permission, browser support, and the notification service being enabled. Important work should still be checked inside the portal.
12. Search, sorting, and reports
Users can search and organize return queues using available fields such as tracking number, customer, merchant, courier, queue date, and assigned agent.
Reports can be viewed for a selected period together with a merchant or courier filter. This helps a company review all matching records, not only a summary number, and understand workload and recovery performance.
13. Integrations
The portal is designed to support courier integrations and customer-specific APIs through push updates, scheduled pulls, or a combination of both. A connection can only retrieve information that the provider makes available and that the customer is authorized to access.
Showing a provider name or setup option in the portal does not by itself mean that a production connector is active. Every live integration requires valid provider access, field mapping, testing, and approval.
14. Data protection
Workspace access is role-based. Customers should provide each user with an individual account, protect credentials, remove access when a person leaves the team, and avoid placing unnecessary sensitive information in free-text remarks.
Lume does not sell customer operational data. Data is processed to provide, secure, support, and maintain the service, subject to the Terms & Conditions and applicable requirements.
15. Demo requests and onboarding
A demo request collects basic business and contact information. It does not automatically create a portal account. Lume reviews the request, may contact the applicant for verification, and provides credentials only after approval.
Demo workspaces may contain sample records and may restrict actions that could create real integrations, users, purchases, or operational changes. Production access is configured separately.
16. Service boundaries
The portal supports return operations; it does not control a courier's physical delivery network. Courier availability, provider downtime, delayed status updates, incorrect source data, customer responsiveness, and reattempt decisions can affect results.
Features, limits, providers, and automation may vary by plan and agreed implementation. Customers should confirm their required courier and data fields during onboarding.
17. Contact
For demos, onboarding, and product questions:
WhatsApp: +971 50 454 1256
Email: contact@lumecourier.com
Address: Rehman Plaza, Service Road, Khana Pul West, Islamabad, Pakistan