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Help Centre

Find answers about using Light Ideas.

General Information

17
Are there any upfront fees for sellers?
Does the marketplace provide analytics for sellers?
Product Certification
What is my Display Name and where does it appear?
Why is my name showing differently?
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Product Management

28
How does product approval work?
Product Certification
What happens if my product is flagged?
What compliance or accreditation standards apply to lighting products?
Do handmade or decorative lights need certification?
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Product Categories

25
Work & Site Lights
Ceiling Lights
Mirror & Vanity Lighting
Spotlights
Panel & Grid Lighting
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Product Attributes

36
Compliance
Colour Rendering Index (CRI)
Beam Angle
Smart Compatibility
Smart Protocol
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Shipping Setup

10
What happens if one product cannot be delivered to the buyer?
Can I offer free shipping?
Are shipping labels automatically created for me?
Can I offer different delivery methods for the same country?
How can I check my shipping setup is working correctly?
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International Delivery

3
Can I sell and deliver internationally?
How does Delivery Search work for my products?
Who is responsible for customs duties and import charges?
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Messages

34
Product Messages
Is it possible to message other members privately?
Can messages be used to negotiate payments outside the website?
Is messaging available on mobile devices?
Can I mute notifications for a particular conversation?
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Community Talk

24
What kinds of things can I post?
What is the Light Ideas Community?
How do I update my profile information?
Are there any rules I should know about?
Can I promote my business or products in the community?
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Lighting Assistant

10
Can the Lighting Assistant recommend products?
Can I ask the Lighting Assistant follow-up questions?
Why does the Lighting Assistant sometimes ask me a question?
Are there usage limits for the Lighting Assistant?
Why has my conversation with the Lighting Assistant been shortened or restarted?
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Product Discovery

15
Why am I only shown a few products?
Can I ask for more, different or cheaper products?
Can the Lighting Assistant compare products?
Where do recommended product links take me?
Who sells products recommended by the Lighting Assistant?
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Seller Visibility

12
Do product attributes help the Lighting Assistant understand my products?
Why isn’t my product appearing in the Lighting Assistant’s recommendations?
Does completing more product attributes guarantee recommendations?
Do I need to be a verified seller for the Lighting Assistant to recommend my products?
Can I pay to appear in the Lighting Assistant’s recommendations?
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Customer Support

19
Product Certification
What should I do if I receive a chargeback?
How do I access customer feedback and analytics?
What happens if a customer contacts me directly about an issue?
Can I block problematic customers?
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Calculating Tax

5
Do sellers need to register for VAT or GST?
Which tax rate should I base my product prices on?
Do buyers in different countries see different prices?
Do product prices need to include tax?
Does the marketplace calculate tax?
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Technical Issues

6
What should I do if an order fails?
How do I report a bug or glitch?
What should I do if I can’t log in to my account?
Why isn’t my payment account connecting?
Why is my product not showing?
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Cancellations & Returns

5
How do refunds work?
How do I handle refund requests?
What should I do if a customer cancels before dispatch?
How do I handle returns, refunds and exchanges?
Can I issue a partial refund?
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Currencies & Conversions

17
Can sellers choose their payout currency?
In what currency do sellers receive payouts?
Why does the final charged amount differ slightly from the displayed price?
Why is my payout amount different from the order currency?
How are exchange rates calculated?
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Legal & Policies

11
Terms of Use
Anti-discrimination
Seller Policy
Privacy Policy
Cookie Policy
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Orders & Dispatch

8
How should I package lighting products safely?
How do I mark an order as shipped and add tracking?
What happens when a customer orders from multiple sellers?
What should I do if an order is delayed, lost or cannot be fulfilled?
How do I manage my orders?
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Payments & Payouts

17
Why is my payout delayed?
How do I connect my payment account for payouts?
How can I track my sales and earnings as a Seller?
How do I verify my identity for payouts?
Can I link multiple bank accounts for payouts?
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Photos & Visual Guidance

8
Can the Lighting Assistant recommend products from a photo?
Will the Lighting Assistant show exactly how a product will look in my room?
How should I take a photo for the best results?
Why can’t I upload another image?
What can the Lighting Assistant understand from a photo?
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Product Details & Specifications

5
How do product attributes help customers find my products?
What are product attributes?
Why are attributes important when shopping for lighting?
Can a single product have multiple attributes?
How do product attributes help sellers?
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Safety, Accuracy & Privacy

11
Are the Lighting Assistant’s answers always correct?
Does the Lighting Assistant provide electrical advice?
Is the Lighting Assistant a replacement for an electrician?
How does the Lighting Assistant use conversation history?
Can I rely on product specifications given by the Lighting Assistant?
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Seller Registration & Setup

18
Where do I add my shop policies?
What personal/business information is required during registration?
What should I do if my application is rejected?
What does Holiday Mode do?
Can customers buy from my shop while Holiday Mode is on?
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