Help Centre
Find answers about using Light Ideas.
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Are my conversations with the Lighting Assistant public?No — conversations with the Lighting Assistant are not Community posts and are not automatically published to your Light Ideas profile, Spaces or the Marketplace. Light Ideas stores conversation text and basic usage data so chat history, usage…Are the Lighting Assistant’s answers always correct?No — AI-generated answers can occasionally misunderstand a question, miss context or provide inaccurate information. Important technical, safety, regulatory and product information should be checked against the appropriate current product documentation, manufacturer information or professional source.Are there usage limits for the Lighting Assistant?Yes — usage limits help keep the Lighting Assistant responsive and available to the Light Ideas community. Message and photo-analysis limits can be different, and capacity controls may also apply when demand is high. If you reach a…Can buyers leave their contact details in messages?For safety, buyers should keep all communication within the messaging system rather than sharing personal email addresses or phone numbers. Keeping conversations on-platform ensures you remain protected and allows staff to help if an issue arises.Can customers be charged currency conversion fees?Yes. When Stripe offers a local-currency price at checkout through Adaptive Pricing, the exchange rate shown to the customer can include a currency conversion fee set by Stripe. Light Ideas does not add an additional buyer marketplace fee.…Can customers shop in their local currency?Yes — Light Ideas can show buyers prices in supported currencies so they can browse in a currency that is familiar to them. The currency switcher can also be used where available.The displayed browsing currency is not, by…Can I ask for more, different or cheaper products?Yes — you can refine the results at any time. Try requests such as "Show me more", "Anything cheaper?", "Only show white fittings" or "Can you find a smaller option?" The Lighting Assistant can use the existing conversation…Can I ask for products available in my country?Yes — your delivery country can be used to make Marketplace recommendations more relevant. The Lighting Assistant may use a delivery country already available from your account or conversation, or it may ask where the products need to…Can I ask for products suitable for a particular room or use?Yes — you can ask for products for a kitchen, bathroom, bedroom, hallway, garden or another application. Where a location has technical or safety requirements, such as a bathroom or outdoor area, the Lighting Assistant should rely on…Can I ask the Lighting Assistant follow-up questions?Yes — you can continue the conversation and refine an answer, product search or seller search with follow-up questions. For example, you might ask "Only show brass options", "Anything smaller?", "What would suit a bathroom?" or "Can you…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 rely on product specifications given by the Lighting Assistant?No — use the Lighting Assistant as a discovery and guidance tool, not as the final authority for a product specification. The Lighting Assistant is instructed not to invent missing specifications, but seller data can still be incomplete…Can I search by style, colour, finish or budget?Yes — you can describe the style, colour, finish and price range you are looking for in normal language. For example, you could ask for "black pendant lights under £200" or "a small traditional brass wall light". The…Can I still search the Marketplace without the Lighting Assistant?Yes — the Lighting Assistant is an additional way to discover products, not a replacement for normal Marketplace browsing. You can continue to use Marketplace search, categories, filters and seller shops whenever you prefer.Can I upload a photo of my room?Yes — a clear room photo can help the Lighting Assistant understand the space and the type of lighting you are considering. A photograph cannot provide a reliable physical survey or exact measurements, so include room dimensions, ceiling…Can I upload a photo to the Lighting Assistant?Yes — you can upload a photo and ask the Lighting Assistant for guidance based on what it can reasonably see. For example, you could ask what type of pendant might suit a dining area, how a room…Can sellers contact buyers after an order is placed?Yes — sellers can message buyers through their order tools, allowing them to request additional information, provide updates, or confirm delivery details. These conversations stay linked to the relevant order for clarity.Can sellers see which currency the customer used at checkout?Not always. In many cases, sellers primarily see order totals, commissions, and earnings displayed in the marketplace’s base currency to help keep reporting and account management consistent across regions. The currency selected by the customer is used during…Can the Lighting Assistant compare products?Yes — the Lighting Assistant can explain differences between products using the current information returned from their Marketplace listings. The comparison is not a hands-on product test. Important specifications, compatibility and installation requirements should still be checked against…Can the Lighting Assistant help me find a seller?Yes — the Lighting Assistant can suggest eligible Light Ideas sellers when you ask for a shop, supplier or seller for a particular lighting product, category or specialism. Seller suggestions are grounded in both the seller's Marketplace profile…Can the Lighting Assistant identify lighting shown in a photo?Sometimes — it may be able to identify the general type, shape, finish or style of a visible fitting. It should not claim an exact brand, model or hidden specification unless there is reliable information to support that…Can the Lighting Assistant recommend products from a photo?Yes — if you ask for products that look like something in an uploaded photo, the Lighting Assistant can use visible characteristics to narrow the Marketplace catalogue and compare a small shortlist of product images. The results should…Can the Lighting Assistant recommend products?Yes — the Lighting Assistant can suggest eligible products currently available through the Light Ideas Marketplace when product recommendations are relevant to your request. Recommendations are designed to help you discover suitable options rather than show every possible…Can the Lighting Assistant suggest lighting based on my room photo?Yes — the Lighting Assistant can use visible information in a room photo to suggest lighting ideas, fitting types and things to consider. The guidance remains indicative because wiring, ceiling construction, exact dimensions, light levels and other important…Can the Lighting Assistant translate text?Yes — you can ask the Lighting Assistant to translate text you provide between languages, even when the text itself is not about lighting. You can also continue a Lighting Assistant conversation in another language if you prefer.Do buyers in different countries see different prices?Buyers see the same product price regardless of their country. All prices on the marketplace are set by sellers as a single, final, tax-inclusive amount. The platform does not recalculate prices or adjust tax amounts based on the…Do I need a Light Ideas account to use the Lighting Assistant?Yes — you need to be logged in to a Light Ideas account to use the Lighting Assistant. Signing in allows conversation history, usage limits and the same Lighting Assistant account experience to work across the supported Light…Does Light Ideas store photos uploaded to the Lighting Assistant?No — Light Ideas does not permanently store photos uploaded to the Lighting Assistant. Photos are processed temporarily to generate your response. Embedded image metadata, such as EXIF and GPS information, is removed during processing, and the temporary…Does the Lighting Assistant know if a product is in stock?The product-discovery system re-checks current Marketplace product information when it builds the final recommendation cards, including stock eligibility. Stock can still change after a response has been generated, so the current product page should always be checked before…Does the Lighting Assistant provide electrical advice?Yes, for general guidance — the Lighting Assistant can explain lighting and electrical installation concepts, but it cannot carry out an on-site assessment. For electrical safety, bathroom zones, fire rating, circuits, testing or installation work, use a suitably…How can I get better product recommendations from the Lighting Assistant?Give the Lighting Assistant the details that materially affect what would suit you. Useful information can include the room or application, product type, style, colour or finish, approximate size, budget, required IP rating, smart-lighting requirements and delivery country.…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 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…How do product attributes help customers find my products?Product Search uses structured product information to help customers refine what they are looking for. Accurate attributes can make a product appear under relevant options such as Product Type, Room or Area, Design, Material, Colour and Technology. Seller-shop…How does local currency pricing work at checkout?Light Ideas can display converted prices while a buyer browses, then Stripe Adaptive Pricing determines the supported presentment currency used for the actual checkout. This allows the final payment to be handled using Stripe's checkout conversion rather than…How does the Lighting Assistant find products?The Lighting Assistant searches a dedicated discovery index built from eligible products on the Light Ideas Marketplace, then checks the final shortlist against current Marketplace information before showing product cards. Matching can use product names, categories, structured attributes,…How does the Lighting Assistant use conversation history?The Lighting Assistant uses a limited number of recent messages from the current conversation to understand follow-up questions and keep the discussion coherent. Light Ideas stores conversation text separately from uploaded photos. If an earlier message included a…How should I take a photo for the best results?Use a clear, well-lit image that shows the area or fitting you want help with. Include enough surrounding context to make the request understandable and avoid excessive blur, zoom or heavy filters. If size or spacing matters, include…Is the Lighting Assistant a replacement for a lighting designer?No — the Lighting Assistant can help you explore ideas and narrow your options, but it does not replace a professional lighting design service. Complex or high-value projects may benefit from detailed design work, calculations, drawings and an…Is the Lighting Assistant a replacement for an electrician?No — the Lighting Assistant cannot inspect an installation, test circuits or confirm that electrical work is safe or compliant. Use a suitably competent electrician for electrical work, testing and safety-critical decisions.Should I enter personal or sensitive information into the Lighting Assistant?No — only provide information that is needed for your question. Do not enter passwords, payment card details or other highly sensitive information. For more information about how Light Ideas handles personal data, see the Light Ideas Privacy…What can I ask the Lighting Assistant?You can ask the Lighting Assistant about lighting design, room lighting, colour temperature, lamp types, finishes, smart lighting, interior design, electrical installation concepts, product features, Marketplace products and the Light Ideas platform. It is focused on lighting, design…What can the Lighting Assistant understand from a photo?The Lighting Assistant can use visible features in an uploaded image as context for lighting guidance and product discovery. For visual product matching, it can use features it can reasonably see, such as product type, shape, silhouette, colour,…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 a customer disputes a payment?If a customer disputes a payment, you may be asked to provide evidence such as order details, tracking information or customer messages. A dispute can affect the amount or timing of a payout while it is being resolved,…What happens if a customer pays in a different currency than the seller’s payout currency?Light Ideas is designed to support customers and sellers using different currencies. Customer payment Where supported, Stripe Adaptive Pricing can present a customer with a local-currency price at checkout. Stripe handles the conversion and the customer can choose…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 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 is the Lighting Assistant?The Lighting Assistant is the AI-powered assistant from Light Ideas. It helps you explore lighting ideas, understand lighting and electrical concepts, analyse room photos and discover relevant products and sellers from the Light Ideas Marketplace. You can use…What should I do if a customer cancels before dispatch?Review the request as soon as possible. If the order has not yet been dispatched and cancellation is permitted, avoid dispatching the product and arrange the appropriate cancellation or refund. Your shop policy must not remove any statutory…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 an answer from the Lighting Assistant seems incorrect?Ask the Lighting Assistant to explain the answer, correct a specific detail or try again with more context. For important product, installation, regulatory or safety information, check the appropriate documentation or professional source rather than relying on the…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 do recommended product links take me?Recommended product cards link to the relevant Light Ideas Marketplace product page so you can review the current listing before deciding whether to buy. On the Light Ideas app, Light Ideas links use the app's normal routing and…Who is responsible for Marketplace product information?The seller is responsible for the information supplied in its Marketplace listings and for keeping that information accurate and current. The Lighting Assistant uses Marketplace information to help with discovery, so customers should confirm important product details on…Who sells products recommended by the Lighting Assistant?Marketplace products are sold by independent sellers unless a listing clearly states otherwise. Light Ideas provides the Marketplace and discovery experience, while each seller is responsible for its own listing information, products, fulfilment and applicable seller obligations.Why am I only shown a few products?The Lighting Assistant deliberately returns a short, relevant selection rather than overwhelming you with every possible Marketplace match. You can ask for more options, change your requirements or use normal Marketplace search and filters to browse more widely.Why can’t I upload another image?You may have reached the current photo-analysis allowance, or photo analysis may be temporarily unavailable while the service is operating with reduced capacity. An individual upload can also fail if the image is unsupported, invalid or over the…Why does the Lighting Assistant sometimes ask me a question?The Lighting Assistant may ask one or two short questions when the answer would materially change its guidance or recommendations. For product searches, this could include your delivery country, budget, room, style or an important technical requirement. If…Why has my conversation with the Lighting Assistant been shortened or restarted?The Lighting Assistant only uses a limited amount of recent conversation history as active context, and Light Ideas also limits how much chat history is retained. Older messages or conversations can therefore be removed under the current retention…Will checkout use the customer’s selected currency?Not necessarily — the currency selected while browsing helps display prices, but checkout uses Stripe Adaptive Pricing for the actual payment. Stripe can choose the presentment currency based on the buyer's location and the currencies it supports for…Will the Lighting Assistant show exactly how a product will look in my room?No — the current photo feature analyses your image and can recommend ideas or visually similar products; it is not an exact room-visualisation or product-compositing tool. Scale, camera perspective, ceiling height, colour, brightness and the surrounding environment can…