Light Ideas’ Seller Protection can offer a little extra peace of mind to eligible sellers. When you qualify, Light Ideas will work with you to resolve cases, investigate chargebacks, and help you deal with any other issues that come up with your Light Ideas shop. This Seller Protection Policy explains the steps you must take to be eligible for Seller Protection and the types of items and transactions that may be covered.
This policy is a part of our Terms of Use. To qualify for Seller Protection coverage, you agree to this policy and our Terms of Use.
Seller Eligibility Requirements
Order Eligibility Requirements
Items and Transactions Not Eligible
Seller Protection Benefits
1. Seller Eligibility Requirements
Eligible sellers are automatically enrolled in Seller Protection — there is no application process. Here’s what you need to do to make sure your shop is covered:
A. Keep your shop in good standing (that means you’re not violating any of Light Ideas’ policies).
B. Register with Light Ideas’ payment platform, Light Ideas Payments (Currently Stripe Connect).
C. Fill out all of your Shop Policies (it’s especially important to have policies for returns, exchanges, and custom orders). Your Shop Policies have to comply with Light Ideas’s policies, as well as your local laws.
D. Use accurate photographs and descriptions when you list items.
E. Include reasonable and accurate processing times or dispatch-by dates.
F. Cooperate with investigations conducted by Light Ideas. Promptly provide any information requested by Light Ideas, and cancel and refund any transactions deemed invalid or unauthorised by Light Ideas.
2. Order Eligibility Requirements
Follow these steps to make sure your orders are covered by Light Ideas’s Seller Protection:
A. Dispatch your order according to the processing time or dispatch-by date you listed or as agreed upon through Light Ideas Messages.
B. Dispatch the order to the address provided on Light Ideas. If your buyer provides an alternate delivery address through Messages, be mindful of fraud or scams. You may choose to cancel and refund the order and ask the buyer to purchase the item again with the corrected delivery address.
C. Mark the order as dispatched after you send it out.
D. Provide valid proof of dispatch. Valid proof can include a delivery or tracking number that shows the order route and delivery progress.
E. Use Light Ideas Payments to receive payment for the order.
3. Items and Transactions Not Eligible
While most items and transactions qualify for Seller Protection, there are a few exceptions:
A. Items sold in person.
B. Subscriptions or other transactions.
C. Transactions processed outside of Light Ideas Payments, for example, through standalone PayPal or a personal cheque.
D. Any order or transaction that is fulfilled by the seller despite notice from Light Ideas that the order or transaction in question is invalid, fraudulent, or under investigation.
4. Seller Protection Benefits
If your shop and the order in question satisfy the eligibility requirements, Light Ideas will try to help you resolve Non-Delivery cases, Not as Described cases, and chargebacks. We may have to request additional information or assistance from you. For Non-Delivery or Not as Described cases, we’ll need you to respond to our inquiries within 3 calendar days or the time frame noted by Light Ideas in the case. If a chargeback is filed against you, we’ll need you to respond to any enquiries within 3 calendar days or the time frame indicated by Light Ideas. If you don’t give us the necessary information in time, we may not be able to help resolve the dispute. Please keep in mind that we can’t guarantee a resolution in your favour.
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