Focused case queue
Only pending and returned shipments enter the workspace—without the weight of a full courier portal.
Lume NDR & CSR
Turn delivery returns into recoverable conversations.
A focused return-management workspace for 3PL companies and e-commerce teams. Lume brings only pending and returned shipments into one queue, so admins can assign cases, CSR agents can record outcomes, and teams can measure what was recovered.
Structured CSR work
Assign cases merchant-wise, show admin instructions, and capture an agent remark after every call.
Admin approvals
Review submitted call outcomes, approve records, and track returns that later convert to delivered.
Overview
Built around the way delivery teams already work
For 3PL companies
Connect a custom API, add company managers and agents, and manage multiple merchant return queues.
For stores using couriers
Connect courier accounts such as TCS, Leopards, Trax or PostEx as integrations become available.
For stores using a 3PL
Use a 3PL API when provided, or upload a prepared CSV to start return-management work.
API or CSV intake
The same portal adapts to different data sources instead of requiring a separate product for every client.
Working flow
From courier status to an approved CSR outcome
Sync the right cases
Import only Pending and Return shipments through an API connection or a prepared CSV file.
Organize and assign
Group cases merchant-wise, sort them by date and time, and assign them with an admin instruction.
Call and record remarks
The assigned CSR agent contacts the buyer by phone or WhatsApp and submits a clear follow-up remark.
Review the result
Submitted work moves to Approval Pending so an admin or super admin can review the agent outcome.
Measure what happened
Later courier updates determine whether the shipment was recovered as Delivered or became Return Again.
Management visibility
Know the workload, cost and recovery value.
The dashboard turns case activity into practical numbers for managers without pretending to be a complete courier-booking system.
Total returns
Cases currently received as returns.
Calls pending / handled
CSR workload before and after agent action.
Approval pending
Completed calls waiting for management review.
Return again
Reattempted shipments that returned once more.
Return cost
Estimated financial value still exposed to returns.
Recovered cost
Value recovered when a return later becomes delivered.
Honest operational evidence
Built around the data the team can actually verify.
Lume does not claim to record mobile or landline calls, and it does not claim to prove whether a courier rider called the buyer. It records your CSR team's assignment, action and remarks, then uses later courier-status changes to classify the shipment outcome.
Return → Out for delivery → DeliveredRecovered
Return → Out for delivery → ReturnReturn again
Platform owner
Manage customer registrations, trials, plans, limits and account status across companies.
Company admins
Manage integrations, merchants, team access, assignments, approvals and business reporting.
CSR agents
Work assigned cases, view instructions, contact buyers and submit remarks for review.
Official website
Open Lume NDR & CSR
Explore the return and CSR management portal.