Help Centre
Find answers about using Light Ideas.
Orders & Dispatch
Manage orders from purchase through dispatch and completion.
How do I manage my orders?Use the Orders area of your Seller Dashboard to review orders containing your products. Each seller is responsible for fulfilling their own products. Check new orders regularly, prepare products for dispatch and keep customers informed if there is…
How do I mark an order as shipped and add tracking?Once an order has been dispatched, update it through the Orders area of your Seller Dashboard. Only mark an order as shipped after it has been handed to your courier or postal service. Add tracking details where the…
How should I package lighting products safely?Use packaging suitable for the product's size, weight and fragility. Glass, crystal, shades and delicate finishes should have adequate protection with movement inside the package kept to a minimum. For valuable products, consider tracked and appropriately insured delivery.
What happens when a customer orders from multiple sellers?Products purchased from different sellers are fulfilled separately by each seller. This means a customer may receive separate parcels and deliveries when buying products from multiple sellers in the same order.
What should I do if an order is delayed, lost or cannot be fulfilled?Contact the customer as soon as you become aware of a significant problem. For a delayed or missing shipment, check the tracking information and contact the courier to investigate where necessary. Keep the customer updated while you do…
When should I mark an order as completed?Mark an order completed after you have fulfilled the order in accordance with the delivery method shown for that order. Keep any relevant dispatch or tracking information for your records.
Where do I find orders that need dispatching?Open Seller Dashboard → Orders → Awaiting Shipping to see orders that still require fulfilment. Open an order to review the items and delivery details before dispatching.