--- title: "BigCommerce on App Platform Overview" slug: "bigcommerce-on-app-platform-overview" updated: 2026-10-26T14:08:37Z published: 2026-10-26T14:08:37Z canonical: "help.gladly.com/bigcommerce-on-app-platform-overview" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # BigCommerce on App Platform Overview Gladly’s BigCommerce integration surfaces the customer’s BigCommerce account and recent orders directly on the Gladly Customer Profile: items with images, order totals and payment, shipments with tracking, refunds, and transactions. Team members can cancel orders, issue full or item-level refunds, and create discount codes without leaving the Conversation. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Group 2873.png?sv=2026-02-06&spr=https&st=2026-10-27T09%3A34%3A42Z&se=2026-10-27T10%3A34%3A42Z&sr=c&sp=r&sig=lm%2Bg6%2FpwoONYv0NCFz2MJFdiERWTcEoeFN9k6x7rCbE%3D) ## Key benefits **See the customer’s orders instantly** The BigCommerce card shows the customer’s account details and store credit, then each recent order with its items and images, totals, discounts, payment status, refunds, shipments with carrier and tracking link, and payment transactions, live from BigCommerce, on the profile. Each order number links straight to the order in the BigCommerce control panel. **Resolve order issues in the Conversation** Team members can cancel an order, refund a whole order or specific items (including shipping), and create a discount code for the customer straight from the Conversation, with no second system and no swivel-chair. **Refund safeguards built in** Refund actions never refund more than is still refundable on the order, never refund more shipping than was charged, use each item’s price after discounts, and refund to the order’s original payment method. An optional setting sends every refund to BigCommerce store credit instead. ## Supported features The BigCommerce App Platform integration is available in the following areas of Gladly: ### Gladly Team The BigCommerce card is available on the Customer Profile, and four order-management forms are available from the Conversation’s compose menu. When a team member opens a Conversation, the app looks up the customer in BigCommerce by email address and renders their account and recent orders alongside the Conversation. BigCommerce is connected with a store hash and an API access token entered in Gladly Settings. There is no OAuth flow, and no command-line tools are required at any point. ### Gladly AI The same actions are available to Gladly AI. Refund items always enforces its limits; Refund order enforces the refundable-amount limit when the caller supplies it, as the agent form does. ## Details ### What data can you access **BigCommerce customer card** - Customer: name, email, phone, address, company, BigCommerce ID, customer since, last updated, store credit, marketing opt-in, customer group, tax-exempt category, and notes - Recent orders, newest first: order number linked to the BigCommerce control panel, status, total, and order date - Items: product image, name, SKU, product ID, quantity, unit price, price including tax, and item status (shipped, partially shipped, refunded, partially refunded) - Order details: subtotal, shipping, tax, and total; handling, gift wrap, discounts, coupons, gift certificates, store credit, and refunds when they apply; payment method, card type, and payment status; billing address, customer message, and staff notes - Fulfillments: each shipment with carrier, ship date, the items in it, tracking number linked to the carrier, and ship-to address - Transactions: event, amount, gateway, and result for each payment **Available actions** - Cancel order: cancel an order that has not shipped, with a reason added to the order’s staff notes - Refund order: refund the full remaining amount or a smaller amount against the whole order - Refund items: refund a quantity of one line item, optionally with shipping - Create discount code: a fixed-amount or percentage coupon for all categories or one, with an optional expiry - Create refund quote: ask BigCommerce what a refund would be, including tax (available to Gladly AI) ### How does customer matching work? **The app matches on the email addresses on the Gladly Customer Profile.** Every email address on the profile is searched in BigCommerce in a single request. When more than one BigCommerce customer matches, the one whose email is the profile’s primary email address is used. A customer with no BigCommerce account shows an empty card, never an error. By default the card shows the customer’s 10 most recent orders; an administrator can change this to any number up to 250. Orders are matched to the customer through their BigCommerce customer account. Orders placed through guest checkout are not linked to a customer account, so they do not appear on the card. ## Key use cases ****1. Answer “where is my order?” from the card**** **Use case:** A customer asks when their order will arrive. **How it works:** The team member reads the order’s status and its fulfillments on the BigCommerce card, sees which items shipped in which package, and opens the carrier’s tracking page from the tracking number in one click. **Business impact:** Order-status questions are answered in the first reply, without the team member leaving the Conversation or logging in to BigCommerce. ****2. Refund a damaged item**** **Use case:** A customer received two items and one arrived broken. **How it works:** The team member opens Refund items, picks the broken item, enters the quantity, chooses a reason, and optionally refunds shipping. The app works out the amount and tax from the item’s price after any discounts, refunds it to the original payment method, and records the reason on the refund. **Business impact:** The customer is made whole in the same Conversation, and the refund amount is checked against what is still refundable on the order before anything is sent to BigCommerce. ****3. Make it right with a discount code**** **Use case:** A customer had a poor experience and the team wants to offer something for their next order. **How it works:** The team member opens Create discount code, enters a code, a fixed amount or percentage, the categories it applies to, and an expiry. The code is created in BigCommerce immediately and can be shared in the reply. **Business impact:** Goodwill gestures happen in the moment, with no hand-off to a marketing team. Contains everything about a Customer. Their Conversation history, contact details, order details, and other Customer-specific information. *Conversation* or *Conversations* (with a capital "C") provides a holistic view of Customer communications and interactions contained in the Conversation Timeline.