Help Centre
Find answers about using Light Ideas.
Cancellations & Returns
Can I issue a partial refund?Yes — Light Ideas supports partial as well as full refunds. Process the refund against the relevant order and enter the items or amount being refunded. A partial refund does not need to cancel the whole order: only…
How do I handle refund requests?Sellers handle refund requests relating to their own products. Review what the customer is asking for, check the order and any relevant messages, and respond clearly before processing a refund. When a refund has been agreed, use the…
How do I handle returns, refunds and exchanges?Returns, refunds and exchanges are related, but they are not the same step. First review the customer’s request and agree what needs to happen. If goods must be returned, give the customer clear return instructions and keep relevant…
How do refunds work?A refund is processed against the original Light Ideas order so the buyer refund, seller entitlement and order record stay connected. Refunds can be full or partial, depending on what has been agreed and what needs to be…
What should I do if a customer cancels before dispatch?Review the customer’s request as soon as possible. If the order has not yet been dispatched and the cancellation is accepted or required, do not mark it as shipped or hand it to the courier. Process the appropriate…