Help Centre
Find answers about using Light Ideas.
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Orders
Can different sellers use different delivery methods in the same order?Yes — shipping is calculated per seller. If a basket contains products from more than one shop, each seller can have their own valid delivery options and charge for the buyer's destination.The buyer selects from the available options…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…Can I sell and deliver internationally?Yes — add the countries you genuinely serve to your shipping options in Seller Dashboard → Settings → Shipping. A delivery option can cover one country or several countries when the same service and price applies.Before enabling an…Does the marketplace calculate tax?No — the marketplace does not calculate or adjust tax amounts based on the customer’s country. All product prices on the platform are set by sellers as a single, tax-inclusive price. The platform does not determine how much…How do I add a guest order to My Account?Use the secure account invitation sent to the email address used for the guest order. If an account already exists for that email, sign in; otherwise create and verify an account using the same email address. After ownership…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 manage my orders?Open Seller Dashboard → Orders to manage orders containing your products. The dashboard highlights orders that are awaiting shipping so you can see what still needs fulfilment.Open an order to review your items, the buyer's delivery details, the…How do I mark an order as shipped and add tracking?Open the order from Seller Dashboard → Orders and use its fulfilment controls after the parcel has been dispatched.Only mark the order as shipped once your parcel has been handed to the courier or postal service. Add the…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 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…How long does the guest-order account invitation last?The secure invitation sent after an eligible guest order expires after 7 days. It is used to prove ownership before the order is attached to a Light Ideas account. Creating an account is optional and the invitation does…What do the order statuses in my Seller Dashboard mean?Your Seller Dashboard separates the order itself from fulfilment. An order can be processing while your products are still Awaiting Shipping.Awaiting Shipping identifies orders that still need fulfilment. Completed identifies completed orders, while refunded or cancelled orders are…What does Awaiting Shipping mean?Awaiting Shipping means your part of a paid order still needs to be fulfilled. These orders are highlighted in the Seller Dashboard and contribute to the awaiting-shipping count beside Orders.Open the order to review your products and delivery…What happens if I leave checkout before paying?If a Light Ideas order reaches payment but is left unpaid, Light Ideas can send a checkout recovery email so you can return and complete the payment. The recovery payment link is available for up to 24 hours…What happens to existing orders when I use Holiday Mode?Holiday Mode only pauses new orders. Existing orders, messages and refunds remain available and still need to be handled normally. Your shop and products remain visible while you are away, but customers cannot place new purchases from the…What happens when a customer orders from multiple sellers?Light Ideas keeps the customer purchase together while each seller is responsible for fulfilling their own products. You see and manage the part of the order that belongs to your shop.Shipping is also handled per seller. The buyer…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…What should I do if an order fails?Check the order status and any order notes or error messages first. An order can fail for several reasons, including an unsuccessful payment or an incomplete checkout. If the customer’s payment did not complete, they can try again…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…Where can I see the delivery method selected by the buyer?Open the relevant order in Seller Dashboard → Orders. Your seller order contains the delivery information for the products your shop is responsible for fulfilling, including the selected shipping option where applicable.In a multi-seller order, another seller may…Why is my payout amount different from the order currency?The currency the customer used to pay does not have to be the same as your shop currency or the currency ultimately settled to your bank. Light Ideas records the transaction and seller entitlement, including the GBP accounting…Why is my payout lower than my order total?The customer’s order total is not necessarily the same as your seller entitlement. An order can contain another seller’s products, and payment processing, refunds, disputes or other applicable payment adjustments can affect the amount due to you. Light…