BigCommerce for Sidekick

This Documentation is for a Sidekick Integration

This documentation is for an integration used by Gladly automation and AI/Sidekick products. Apps like this will soon also be able to display data and provide actions that interact with external systems and products within Agent-facing Customer Profiles. However, if you are looking for this capability now, you may be more interested in our list of integrations for Gladly Hero.

Benefits

Time-Saving Automation

Let AI handle repetitive tasks like cancellations and refunds, eliminating the need to switch between platforms or manually process these actions. This automation allows Agents to focus on resolving more complex Customer inquiries faster.

Enhanced Agent Productivity

Centralized tools and AI-driven workflows reduce the burden of routine tasks, enabling Agents to dedicate more time to meaningful Customer interactions, boosting both efficiency and satisfaction.

Improved Accuracy and Compliance

AI-driven processes adhere to pre-defined guardrails for refunds and cancellations, minimizing human error, ensuring consistent operations, and maintaining compliance with policies.

Superior Customer Experience

AI delivers instant resolutions for routine tasks like cancellations and refunds, offering faster, seamless, and personalized support. Customers benefit from a smoother experience that saves time and builds trust and loyalty.

Available Actions

Lookup Customer
- Detailed Customer Data
  id
  company
  customer group id
  date created
  date modified
  email
  first name
  last name
  notes
  orders (see Detailed Order Data below)
  phone
- Detailed Order Data
  id
  base handling cost
  base shipping cost
  billing address
  currency code
  customer id
  date created
  date modified
  date shipped
  external order id
  geoip country
  payment status
  refunded amount
  staff notes
  status
  status id
  total incl. tax
  products:
  id
  refunded status
  name
  order address id
  order id
  price incl. tax
  product id
  quantity
  quantity refunded
  quantity shipped
  sku
  type
  total incl. tax
  wrapping cost incl. tax
  shipments:
  id
  customer id
  date created
  tracking link
  items: includes products, defined above
  order id
  shipping address
  shipping method
  shipping provider
  tracking carrier
  tracking number
  tracking link
  transactions:
  id
  amount
  currency
  date created
  event type
  gateway
  order id
  status
Create Refund Quote
- Detailed Quote Data
  adjustment
  is tax included?
  order level refund amount
  refund methods:
  amount
  offline
  offline provider
  offline reason
  payment provider id
  provider description
  rounding
  total refund amount
  total refund tax amount
- Provides a Refund Quote, and ensures accuracy before initiating a Refund
Refund Order
- Initiates a Refund for the specified Order
Cancel Order
- Cancels an Order

Example Use Cases

A Customer contacts support asking for details about an item they ordered last month. Sidekick looks up the Customer’s orders, identifies the Order the Customer is looking for by clarifying the date, and provides the Customer information about the product they are referencing.
A Customer wants a refund for an order due to a sizing issue. Sidekick generates a quote from Big Commerce, ensuring a refund can be processed and providing the Customer with details about the prospective Refund. Sidekick confirms with the Customer that they would like to initiate a Refund, processes the Refund for the Customer, and gives the Customer information about their Refund.

Contact Gladly Support to add this App to your Gladly instance! Please note that you need a developer resource to complete this installation.