# Twilio voice approvals for refunds > PIN-checked phone approvals for held refunds to US numbers, placed through Twilio by Lumtry. A voice approvals add-on on paid plans. - Canonical URL: https://lumtry.com/connectors/twilio - Last updated: 2026-09-24 Lumtry uses Twilio to place voice approval calls to US phone numbers, with Telnyx as the backup. You do not need a Twilio account. When a held refund needs a fast answer, Lumtry calls your approver, checks their PIN, reads a short summary and takes approve or deny on the keypad. ## What it does - Calls an approver when a held refund meets your amount threshold or is flagged high risk. - Checks the approver's personal PIN before reading a short case summary and taking a keypad decision. - Stops calling as soon as the case is decided in the dashboard or Slack. ## Set it up 1. **Add voice approvals**: Voice approvals are an add-on on Starter and Growth and included on Scale, with a fee for each approval call sequence. They are not available on Free. 2. **Set the triggers**: In Settings, open Voice approvals and choose an amount threshold, the high-risk trigger, or both, plus your calling hours. 3. **Build the call roster**: Add up to ten approvers in the order they should be called. 4. **Verify each phone**: Each approver verifies their own US number with a code call, accepts the consent notice and sets a PIN. ## What Lumtry reads - Call progress from the carrier: ringing, answered, voicemail and hang up. - The approver's keypad input: their PIN, then 1 to approve, 2 to deny, 9 to repeat or 0 to decide in the dashboard. - Nothing from your own telephony accounts. The calls run on numbers Lumtry operates. ## What Lumtry writes - An outbound call with a spoken summary: workspace, amount, order reference and reason. Never the shopper's name, contact or payment details. - The call attempt and its result on the case's audit trail. Calls are never recorded and no text messages are sent. ## Frequently asked questions ### Do I need my own Twilio account? No. Lumtry operates the Twilio and Telnyx accounts and the caller numbers. You enable the add-on and verify your approvers' phones. ### Can someone who picks up the phone approve a refund? Only the approver on the roster, after entering their own PIN on that call. Three wrong PINs end the call, and repeated failures suspend that approver's voice channel until they verify again. ### What if the case was already decided elsewhere? The keypress is a decision intent. Lumtry re-checks the case first, and if it was decided in the dashboard or Slack the caller hears that no changes were made. ### Which numbers can Lumtry call? US and Canadian numbers only. Twilio places calls to US numbers, Telnyx to Canadian numbers, and each backs the other if a call is rejected. ## Related - [Home](https://lumtry.com/index.md): Decide refunds by a versioned policy, send the exceptions to your team in Slack or the dashboard, and keep every step on the record. Start free. - [Integrations](https://lumtry.com/connectors.md): Connect Lumtry to Shopify, WooCommerce, BigCommerce, Amazon, eBay, Stripe, PayPal, Slack, Gorgias, Zendesk, EasyPost and Shippo. Browse every integration. - [Register a connector](https://lumtry.com/connectors/register.md): Directories and AI assistant vendors register their OAuth client metadata here. The team reviews every registration before a workspace can authorize it. - [Shopify](https://lumtry.com/connectors/shopify.md): Connect Shopify to Lumtry so refund requests and order details reach one versioned policy, with every decision kept in an append-only audit trail. - [WooCommerce](https://lumtry.com/connectors/woocommerce.md): Connect WooCommerce with REST API keys. Lumtry opens a case when a refund is recorded, decides it by policy and pays through Stripe or PayPal. - [BigCommerce](https://lumtry.com/connectors/bigcommerce.md): Connect BigCommerce with an API account or the app. Each refund on an order becomes a case your policy decides, paid through Stripe or PayPal. - [Amazon Returns](https://lumtry.com/connectors/amazon.md): Bring Amazon return and refund notifications into one policy-driven queue. Set up with the Lumtry team; nothing is written back to Amazon. - [eBay](https://lumtry.com/connectors/ebay.md): Bring eBay return and refund notifications into one policy-driven queue. Set up with the Lumtry team; nothing is written back to eBay. - [Stripe](https://lumtry.com/connectors/stripe.md): Connect Stripe through Stripe Connect. Approved refunds are paid from the original charge with an idempotency key, so a retry never pays twice. - [PayPal](https://lumtry.com/connectors/paypal.md): Connect PayPal with your REST app credentials. Approved refunds are paid from the original capture, and every PayPal event is signature-checked. - [Slack](https://lumtry.com/connectors/slack.md): Approve or deny held refunds from a Slack channel. Lumtry checks the signature, a single-use token and the approver before it acts. - [Gorgias](https://lumtry.com/connectors/gorgias.md): Tag a Gorgias ticket and Lumtry opens a refund case for the matching order, then posts each step back as an internal note. - [Zendesk](https://lumtry.com/connectors/zendesk.md): Tag a Zendesk ticket and Lumtry opens a refund case for the matching order, then posts each step back as a private comment. - [Telnyx](https://lumtry.com/connectors/telnyx.md): PIN-checked phone approvals for held refunds to Canadian numbers, placed through Telnyx by Lumtry. A voice approvals add-on on paid plans. - [EasyPost](https://lumtry.com/connectors/easypost.md): Buy prepaid return labels on your EasyPost account and release the refund when the carrier shows the return delivered. - [Shippo](https://lumtry.com/connectors/shippo.md): Buy prepaid return labels on your Shippo account and release the refund when the carrier shows the return delivered. - [ShipBob](https://lumtry.com/connectors/shipbob.md): Let ShipBob's return scan release the refund and grade each item. Part of the Warehouse Sync add-on on Starter, Growth and Scale. - [ShipHero](https://lumtry.com/connectors/shiphero.md): Let ShipHero's return updates release the refund and grade each item. Part of the Warehouse Sync add-on on Starter, Growth and Scale. - [Pricing](https://lumtry.com/pricing.md): Lumtry plans by case volume and seats, from Free to Enterprise, with add-ons and capped outcome fees. Start free or hear when billing opens. - [MCP server](https://lumtry.com/developers/mcp.md): Connect an AI assistant or your own agent to your refund workspace through the Model Context Protocol. Read cases and propose actions, never move money. - [Trust](https://lumtry.com/trust.md): How Lumtry secures merchant data, keeps AI inside a deterministic refund policy, lists every sub-processor and explains data flow and retention. Review it. - [llms.txt](https://lumtry.com/llms.txt)