Help Centre
Find answers about using Light Ideas.
Customer Support
Can I block problematic customers?Yes — you can block a user if you do not want them to contact you directly. If the customer is abusive, threatening, fraudulent or repeatedly breaks marketplace rules, also report the issue with any relevant evidence so…
Can I offer personalised support to customers?Yes — you can provide personalised support through direct messaging. Keep order-related communication clear and professional so both you and the customer have a useful record of what has been agreed.
Can I provide discounts or incentives for resolving issues?Yes, offering discounts, free shipping, or small incentives can help resolve customer issues amicably. For example, you could provide a discount code for their next purchase as compensation for a delayed order. Such gestures often turn negative experiences…
Can I reply directly to a Support notification email?No — Support emails are notifications. Use the View & Reply button in the email to sign in and continue the conversation securely in your ticket.
Do I have to use the Help Assistant before creating a ticket?No — sellers can go directly to Tickets and create a support ticket whenever direct help is needed. The Help Assistant is an optional self-service route for finding answers quickly.If the Help Assistant does not resolve the issue,…
How do I access customer feedback and analytics?You can easily track customer feedback and analytics through your seller dashboard, where you’ll find product ratings, reviews, and sales data to help identify areas for improvement. With Google Analytics integration, you can also gain deeper insights into…
How do I access marketplace updates and announcements?Depending on the announcement or update, you will hear about it through either our blog, email, dashboard message or social media channels. These updates may include new features, policy changes, or promotional opportunities. Regularly checking for updates ensures…
How do I contact Support?Use the Support area to create a ticket when the Help Centre or Support Assistant does not resolve your issue. Ticket conversations are kept in your account so you can return to them securely.
How do I handle disputes with customers?Disputes typically arise from issues like delayed deliveries, product quality concerns, or misunderstandings about policies. Address the customer’s concerns promptly by offering a clear explanation or solution. If the issue cannot be resolved directly, escalate it to the…
How do I handle refund requests?Sellers manage refund requests for orders containing their own products. Review the customer's request, communicate clearly and use the available order controls to process the agreed refund. Keep the reason for the refund and any relevant messages or…
How do I report a fraudulent order?If an order appears suspicious, check the order and payment status and keep any relevant messages or evidence. Contact support if you believe the order may be fraudulent. Do not dispatch an order while its payment or order…
Product CertificationWhat do UL, ETL, CSA, and CE mean? These certifications reassure consumers and regulatory authorities that products have undergone thorough testing, adhere to safety standards, and can be sold in specific regions. Each certification has its focus and…
What can the Help Assistant help me with?The Help Assistant is for seller support about using Light Ideas. It can use the Help Centre to explain areas such as shop setup, products, product attributes, orders, shipping, payments, payouts, refunds and platform features.It is separate from…
What happens if a customer contacts me directly about an issue?If a customer contacts you directly, respond promptly and professionally. Provide clear instructions or solutions to address their concerns. If the issue requires admin intervention (e.g., a payment dispute), redirect the customer to the appropriate support channel. Keeping…
What happens if I fail to resolve a customer complaint?If you cannot resolve a customer complaint directly, contact support and provide the relevant order details and message history. Clear records make it easier to understand what happened and help the issue reach a fair resolution.
What should I do if a customer leaves a negative review?Negative reviews should be handled professionally. Start by replying to the review to acknowledge the customer’s concerns and apologise for any inconvenience. Offer a solution, such as a replacement, refund, or further assistance. Publicly addressing the issue demonstrates…
What should I do if I receive a chargeback?A chargeback occurs when a customer disputes a payment with their bank. If you receive a chargeback notification, you should provide any evidence that supports your case, such as proof of delivery, order tracking details, or communication with…
Where can sellers get help?Sellers can open Support from the Seller Dashboard. The Help Assistant can search the Help Centre and explain how current Light Ideas features work, while Tickets provide a direct conversation with Light Ideas Support.You can create a ticket…