General

• Can I create a Lightspeed email address?
  No. Lightspeed does not host email addresses. Contact your domain provider to explore your options, or use a third-party platform like Google's G Suite. After setting up your email, add it to your Back Office under Settings > General settings > Company. Read Adding your store's brand (domain) to your emails to learn more.
• Can I switch between stores in Back Office?
  Yes. If you have multiple eCom stores, you can switch between them by clicking your store name in the top-left corner. Then, click Switch to store.
• How do I create multiple text pages?
  You can create text pages by adding menu options with categories, blogs, and content pages. Categories and blog posts appear in the main navigation of your website. Content pages appear in the website footer. Read Creating menu options for eCom store navigation to learn more.
• Can I add a language to my eCom store?
  Yes. Navigate to Settings > Store settings > Store country > Add language to add a language in your Back Office. Activate the language after translating your store's notification emails, product and variant information, categories, navigation links, pages, blogs, FAQs, delivery times, and shipping methods. View Adding new languages for more information.
• Can I change the default currency of my webshop?
  Yes. Navigate to Settings > Store settings > Store country to add a new currency to your Back Office. Then, contact Lightspeed Support with a request to set the added currency as the default currency. Read Adding multiple currencies for more information.
• Can I connect to the Lightspeed FTP server?
  No. Lightspeed does not offer an FTP server. You can, however, upload images and other content via Tools > Files in Back Office. You can also contact your domain provider to see if they offer this service.
• Why doesn’t my billing information immediately update?
  You can adjust your billing information via Settings > General settings > Account in the Back Office. However, after you save the changes, it takes Lightspeed's Finance team 1-3 business days to verify them. For more information, read Changing your billing information.
• Can I add a privacy policy to my website?
  Yes, you can add it via Content>Pages > Add page in the Back Office. If you do not have a privacy policy, we recommend contacting a lawyer for help. Visit Adding legal agreements to content pages to learn more about your options.
• How do I turn off email notifications for customers?
  To disable an automatic email notification, navigate to Settings > Website settings > Notification emails in Back Office. Select the email notification you wish to disable, remove its title and content, and click Save. However, some email notifications are essential for customers, and we do not recommend disabling them. Read Disabling automatic emails to learn more.
• How can I create newsletters?
  To create and send newsletters, subscribe to a third-party newsletter service, such as Mailchimp. Lightspeed allows you to collect newsletter mailing lists, which you can export from Back Office and import into your chosen newsletter service via Marketing > Newsletter > Export subscribers. View Creating newsletter mailing lists in Lightspeed for more information.
• Why was no VAT charged on this transaction?
  Under some circumstances, such as when the customer's shipping address is outside the EU, the VAT will automatically shift from you to the customer, so it’s their responsibility to pay VAT to the tax authority. Read Shifting Value-Added Tax (VAT) to learn more.
• How do I change the language in the Back Office?
  You can change the language in the Back Office by navigating to Settings > General settings > Account > Edit profile > Language & time zone settings. Select the language from the drop-down menu and click Save.
• How do I make my blog visible on my eCom store?
  If your blog isn't visible on your eCom store, it may be because the blog articles need to be published. A blog article must be published before the blog will appear in a navigation entry. Read Managing your blog to learn more.

Discounts

• What is a discount rule?
  A discount rule allows you to apply discounts to select products or transactions automatically. Read Creating discount rules to learn more. Note that you cannot use discount codes in combination with discount rules.

Apps

• How can I link an accounting package, such as Exact Online?
  Many accounting packages are available in Lightspeed's App Store. To view your options, select Apps in the Back Office main menu and scroll to the Accounting section.

Design

• I accidentally enabled the Theme Editor. How do I close it?
  To close the Theme Editor and return to Back Office, click the Lightspeed logo in the upper left corner. To learn more about eCom themes, read Introduction to designing your eCom store.
• How do I remove 'Powered by Lightspeed' from the copyright notice in the footer?
  The Lightspeed listing can be removed with a subscription to the Professional package. Contact your Account Manager to learn more.
• How do I change the built-in text in my eCom store?
  You can change most of the built-in text in your eCom store via Content > Translations in Back Office. You can also use this setting to change the vocabulary used in the displayed language. For example, you can change “Add to cart” to “Add to basket”. Read Modifying and adding translations to learn more.
• How can I change something in my theme?
  You can customize your theme’s built-in settings via Design > Theme editor > Edit theme. Read Introduction to designing your eCom store and Adding homepage text and images to learn more.
• Where do the FAQs appear in my shop?
  eCom displays frequently asked questions on your website’s customer support page. You can view the customer service page by clicking Customer support in your website footer. 
• Do I have to pay for all the themes I install?
  No. Lightspeed will only bill you for the last installed theme at the end of your billing cycle.
• How should I format images for my store?
  Image formats and sizes depend on your theme and eCom platform limits. Read your theme's manual to learn more about the preferred dimensions. View Receiving support for your theme and eCom image and platform limits for more information.
• Can I add a PDF to my website?
  Yes. To upload PDFs and other files, navigate to Tools > Files in the Back Office. Read Uploading files for more information.
• Will my products, pages, shipping, and payment methods save if I change my website theme?
  Yes, when you change your theme, only the theme resets. You can reset your theme in Back Office via Design > Edit theme.

Domain

• What is a domain, and how do I configure it?
  A domain name is the identity and URL of your store on the internet. There are three steps to configuring your domain:
  

  • Buy a domain
  • Add it to your Back Office
  • Set up your DNS record

  Read Setting up your domain - Introduction for instructions.
• How do I change my domain name?
  It depends on which part of the domain name you want to change. If you change your store name, for example, you probably want to change your store’s root domain. View Changing your domain for instructions.
• How can I take my eCom store offline?
  There are a few ways to disable your eCom store, both temporarily and permanently. Read Disabling your eCom store to learn more.
• What is a redirect, and how do I create one for my website?
  A redirect is a referral from one URL to another. This enables you to maintain your store’s search engine ranking, even if you change your store’s URL. We recommend creating redirects before connecting your new domain. The redirect settings can be found in your Back Office under Settings > Redirects. For more information, view Setting up redirects.
• Is my webstore live?
  Yes. Your store is immediately available online via yourstore.webshopapp.com or yourstore.shoplightspeed.com and updates automatically. You can link your webshop to your registered domain name via Settings > Website settings > Domains.
• How can I automatically send a link to the product tracking page to my customer?
  You can add a link to the automatic email template via Settings > Website settings > Notification emails > Order tracking number in Back Office. We only recommend this for merchants using one shipping provider for all orders. For example, if you are located in the Netherlands and only use PostNL for shipping, you can add this URL to the template: https://jouw.postnl.nl/#!/track-en-trace/zoeken
• Can I allow customers to purchase products that are out of stock?
  Yes. You can sell products with insufficient stock or products that don’t require stock amounts (such as online ticket sales, which are intangible electronic goods). Read Selling with insufficient stock - backorders or Selling products without stock, depending on your needs. 
• How do I return an order?
  You can save the reasons and the actions you have taken when returning a product at Orders > Click on the order number > Create return. You may have to reimburse the customer for the return shipping. Depending on your payment providers, you may also need to refund the purchase in your payment web portal and in eCom. Read Managing returns to learn more.

Products and Categories

• Why isn’t a product visible?
  A product may not be visible due to its visibility setting or stock level. To view a product's visibility setting, click Products in the main menu and select the product to edit its visibility. If the product's visibility is set to Visible when in stock, adjust the item’s quantity. Read Making products visible or hidden for more information.
• How can I create the same variants for multiple products?
  You can use the same variants for different products by using product sets. Navigate to Products > Product sets in Back Office to get started. You can also link the product sets to the product itself. Read Creating product sets to learn more.
• Should I label my products?
  You can label your products to make them easier for your customers to find. Tags can also improve your product's SEO. You can add tags via Products > Tags in Back Office. View Creating tags for more information.
• What is the difference between the Title and Full title product fields?
  The Title and Full title fields are for different locations in your eCom store. The Title is displayed in places with limited character space, such as your store’s shopping cart. The Full title is displayed on the product details page. These titles can be the same or different, depending on your needs.
• How do I import products into Lightspeed eCom?
  You can use the import tool to import new products or edit existing products in eCom.
• How can I create filters for my customers?
  Create filters so your customers can quickly sort by search results. You can find filters in your eCom Back Office under Products > Filters. Read Working with filters to learn more.

SEO

• What is metadata?
  Metadata summarizes the website information you provide to Google and other search engines. Good meta titles and meta descriptions can encourage customers to visit your site and improve click behavior. Read SEO of your entire online store to learn more.
• Where can I configure my SEO?
  Meta titles and descriptions can be added to almost all pages in your eCom store. Read SEO of your entire online store, Optimizing your findability in Google, and Managing product SEO data to learn more.
• How do I connect my website to my social media accounts?
  It depends on your theme. You can add social media icons to the page footer via Design > Theme editor > Edit theme in Back Office. To link social media feeds, select Apps in the Back Office main menu and scroll down to the Social mediasection. Read Adding social media for more information.
  
• Why aren’t my shipping methods visible?
  There are a few reasons your shipping methods don’t appear in your store’s checkout. To troubleshoot the issue, follow the steps in our Troubleshooting checkout issue - Shipping article.
• How do I connect to the Google Search Console?
  You can connect to the Google Search Console via Settings > Website settings > Web extras in your Back Office. View Configuring Google Search Console (Webmasters) for help with setup.

Lightspeed Payments

• How do I set up Lightspeed Payments?
  Before you can set up Lightspeed Payments, your eCom store must be prepared for approval by our underwriting team. View Preparing eCom for Lightspeed Payments approval to learn more.
  Once you meet the requirements, contact Lightspeed Support to sign up for Lightspeed Payments. View Setting up Lightspeed Payments to learn more.
• How do I set up Lightspeed Payments and other payment providers?
  To set up your payment providers, navigate to Settings > Payment providers in the Back Office to see which providers are available in your country. If you signed up for Lightspeed Payments and are located in the Netherlands or Belgium, the default payment providers are arranged to complement each other. This makes it easier to choose payment providers that will provide the best payment experience for your customers. Read About payments for more information.
• How do I refund an order to my customer?
  You can refund your customer in a few ways, depending on the state of the original transaction. Read Refunding orders for Lightspeed Payments to learn more about processing refunds.
• When do I receive payments?
  It takes approximately two business days after a sale for the funds to transfer to your bank account. The amount deposited into your account is the transaction amount minus processing fees. You can resolve delays by checking the transaction’s status and contacting your bank. Read Getting paid to learn more.
• How do I export reports from Lightspeed Payments?
  Navigate to Tools > Exports and click Start exporting now to export your Payouts and Transaction status reports for Lightspeed Payments. View our Exporting data article for more information. For a description of each report, view the following list:

  • Payouts report – Provides an overview of the status of payouts and associated amounts. You can also view the Payouts report to see when you receive payments. View our Getting paid article for more information.
  • Transaction status report – Provides a list of transactions and their statuses, card information, and amounts. Use this report to find out if a customer completed a payment, if a duplicate payment claim is valid, or to confirm a refund’s status.
• Can I sell subscriptions through my eCom website?
  Yes. Currently, you can use an app called MultisafePay.