eCom Help Center

Welcome to the Lightspeed eCom Help Center

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Here you’ll find everything you need to know about Lightspeed eCom, including adding products, setting up payment and shipping methods, designing your online store, managing and shipping your orders, and more.

Frequently asked questions

General | Apps | Design | Domain | Orders | Products and categories | SEO

General

Lightspeed does not host email addresses. After purchasing a domain, research online for an inbox provider.  Your domain provider may offer one. There are also many third-party platforms like G Suite from Google. Once you setup your email, add it to Settings > Company. Read Adding your store's brand (domain) to your emails for more information.


Find your store number by clicking on your store name, located at the top left-hand side of the sidebar. Once on the Your stores page, can see your store number.


An additional language can be added via Settings > Store country. Only activate the language after you have translated your products, variants, delivery times, categories, shipping methods and pages. Read Adding new languages for more information.


Lightspeed does not offer a FTP site. You can use Tools Files to upload images and other content. Your domain provider may offer an FTP service to host files.


The page you enter your privacy policy page can be found via Content > Pages. Read Adding legal agreements to content pages for assistance with the content of a privacy policy.


Subscribe to a third-party newsletter service like Mailchimp to create and send newsletters. Lightspeed offers a feature to collect newsletter mailing lists. Export the list from Lightspeed and import it to your chosen newsletter service. Export the mailing list from Marketing > Newsletter. Read Creating newsletter mailing lists for more information.


You can change the language of the back office via Settings > My account > Edit > Language.


You can switch between your eCom stores by clicking on your store name, located at the top left-hand side of the sidebar. Once on the Your stores page, click Switch to store.


Text pages can be created by adding menu options using categories, blogs and content pages. Categories and blog posts appear in your websites main navigation. Content pages appear in your footer. Read Creating menu options for eCom store navigation for more information.


To change the default currency, add the desired currency via Settings > Store country, then contact us. Our Support team can set it to the default currency. Read Adding a currency for more information.


The invoice data can be adjusted via Settings > Account. Once saved, it takes the finance team at Lightspeed 1-3 business days to manually verify these changes. Read Changing your billing information for more information.


The automatic email notifications that are sent to customers can be disabled via Settings > Workflow or by deleting the notification email title and content. Read Disabling automatic emails for instructions and an explanation of the effects.


If a customer has a business account and has entered a VAT number, the VAT is automatically transferred when a purchase is made outside the country of establishment to a country within the EU. This also happens when a customer purchases from locations outside the EU. Read VAT rules, how does they work exactly? for more information.


A common reason your blog is not appearing on your eCom store is because all blogs articles are not published. One blog article must be published before the blog will appear in any navigation item.

For more information about managing blogs, click here.



Apps

Many accounting packages already have a link available through an app in our app store. You can find this under Apps. Scroll down to Categories and click Accounting.




Design

The moment the Theme Editor is open, your eCom store is running on a copy of the original theme code. New updates from the theme creator will not affect your copy of the theme's code. To receive updates again, make note of the settings you modified in Design > Theme settings then reinstall your theme via Design > Theme store. Read Selecting a new theme for more information on reinstalling your previous theme or installing a new one.


You can adjust your theme in a variety of different ways. Your theme has built in settings that can be adjusted in Design > Theme settings. Read Modifying your store's design and Adding homepage text and images for more information.


Check the URL of both icons in Design > Theme Settings > Social". It maybe that the theme help from the theme is still on. You can turn this off in Design > Theme settings > Tutorial.


Image formats and dimensions depend on your theme and eCom platform limits. Read your theme's manual to find out the preferred sizes. Read Locating theme manuals and eCom image & platform limits for more information.


Yes, if the theme is changed, only the theme is reset. This refers to the settings in Design > Theme editor and Theme Settings.


The mention of Lightspeed can be removed by subscribing to the Professional package. Contact us and speak to our sales department to upgrade.


Most built-in text in your eCom store can be modified using Content > Translations. While this setting can be used for translations, it can be used to change the vocabulary used in the displayed language. For example, you can change 'Add to cart' to 'Add to basket' using this setting. Read Modifying and adding translations for more information.


FAQs are shown on the customer service page. You can access the customer service page by clicking Customer support in your footer. It's also accessible at: https://www.yourstore.com/service.


Only the last installed theme is billed at the end of the month.


You can add PDFs and other files in Tools > Files. Read Uploading files to learn how to link PDFs on your pages.



Domain

First, enter your domain in Settings > Domains. When added, you're taken to the Settings > Domains > Check domain connection page. This page lists the required DNS records. DNS records are important instructions that point traffic to your eCom store. Use this information to create DNS records in your account of your domain provider's website. Read Setting up your domain - Introduction for more information.


You are online from the first moment via yourstore.webshopapp.com or yourstore.shoplightspeed.com. Your eCom store is adjusted while online/live. It is possible to link your webshop to your own registered domain name in Settings > Domains.


There are a variety of ways to disable your eCom store, both temporarily and permanently. Read Disabling your eCom store for more information.


A paid (Extended Validation) certificate also checks your registration at the Chamber of Commerce. Nowadays the green bar with the company name is no longer shown for the paid certificates within browsers such as Chrome, Firefox and Safari. A free certificate is therefore sufficient. This is installed automatically after linking your domain for European eCom stores. Read Setting up SSL for your store for more information.


Preserve search engine ranking of a previous website by adding redirects. Create redirects before you connect your domain. Redirects preserve search ranking by telling search engines where the same content is on a new website. Redirect settings are found in your eCom Back Office under Settings > Redirects.

For more information, click here.



Orders

You can edit the automatic email template by adding a link in Settings > Notification emails > Order tracking number. This is only recommended if you use only one shipping provider for all orders. For example, if you only use PostNL for shipping, then adding this link to the template will make it faster for customers to track their package: https://jouw.postnl.nl/#!/track-en-trace/zoeken.


You can record the reasons and your actions made when a product is returned inside in Ordersorder number > Create return. You may be required to  reimburse your customer for the return. Depending on your payment providers you may be required to refund the purchase in your payment web portal as well as in eCom. Read Managing returns for more information.


To delete test orders, have the eCom store owner contact us. Written confirmation will be required confirming no orders are from actual customers.


There are two methods available to allow customers to purchase products without stock. Read Selling with insufficient stock - backorders or Selling products without stock depending on your needs. Products without stock include intangible electronic goods like selling tickets.



Products and categories

A product may not be visible due to it's visibility setting or it's stock level. A product's visibility setting is found in Products product title. At the top of the page, see the Visibility setting. Read Making products visible or hidden for more information. If the product's visibility is set to Visible when in stock try adding stock.


The short and long titles are for different locations in your eCom store. The short title is displayed when products are listed. Here, space is limited so the short title is used to conserve space. Conversely, the long title is displayed on the product page where there is usually more space. These titles can be the same or different, depending on your needs.


Create filters so your customer can quickly sort through search results. Filters are managed in your eCom Back Office in Products > Filters.

For more information, click here.


You can use the same variants with different products by using product sets. Create product sets in Products > Product Sets. Here, you can also link the product set to the products themselves. Read Creating product sets for more information.


Tag your products so your customers can find them more easily. Tags can also improve your product's SEO. Tags are managed in your eCom Back Office, in Products Tags.

For more information about creating tags, click here.


You can use the import tool to import new products or to edit existing products in eCom.

For more details about importing new products, click here.
For more information about editing products via import, click here.



SEO

Important metadata includes meta titles and meta descriptions. These specify the information that you want to display within Google and other search engines. Great meta titles and descriptions can improve your click through rate.


Depending on your theme, social media icons can be linked in Design > Theme settings. You can also link Social Media feeds in Apps > Social Media. It also possible to link your eCom store to Facebook Commerce via Design > Facebook Commerce. Read Adding a Facebook store and Adding social media for more information.


You must link Google Search Console in Settings > Web Extras. Read Configuring Google Search Console (Webmasters) for more information.


Meta titles and descriptions can be added for almost all pages in your eCom store. Read SEO of your entire online storeOptimizing your findability in Google and Managing product SEO data for more information.


Shipping methods are usually hidden from checkout due to the configuration of the shipping method. Read Troubleshooting checkout issues - Shipping for more information.