Ordergroove on App Platform Overview

Ordergroove runs subscription and replenishment programs for retail brands: recurring deliveries of consumables, refills and prepaid bundles. The Ordergroove App Platform integration brings the Customer’s subscriptions onto the Gladly Customer Profile. It shows the product, its status, the delivery schedule, quantity and price, any prepaid balance, and the recent order history with line items, matched automatically from the email address already on the profile. Team members answer “when is my next delivery?” without opening Ordergroove.

Team members can also act on a subscription or a single order from the Conversation through twelve forms in the compose menu, and Gladly AI has seventeen actions available to it. No form asks for an internal ID: the Team member picks the subscription or order from a list of that Customer’s own records, and the Customer is resolved from the profile. The one action that moves money is switched off until a merchant enables it and sets a ceiling.

Key benefits

Every subscription and its recent orders on the Customer Profile

The Ordergroove subscriptions card lists the Customer’s subscriptions with the product name, status, delivery cadence, quantity, price, start date and SKU. Under each one sits the recent order history: each order on a single line with its date, status and total, opening on click to show the subtotal, the line items and, for a failed order, the reason it failed. Cancelled subscriptions stay on the card alongside active ones, with the cancellation reason, so a Customer who has cancelled can be discussed as readily as a current one.

Act on a subscription without leaving the Conversation

Twelve forms in the compose menu cover the day-to-day work: change how often a subscription delivers, change its quantity, move or skip the next order, cancel or reactivate it, change the renewal behavior on a prepaid plan, cancel a single order or place it early, change or remove one item from an upcoming order, and issue a one-time goodwill discount.

No internal IDs, ever

Ordergroove identifies subscriptions, orders and line items by separate opaque IDs, and an order ID is not a number the Customer would ever quote. Team members see none of them: they pick the subscription by product and cadence, or the order by its date and status, and the app supplies the IDs. It also pairs each order with its parent subscription, so the two cannot be mismatched.

Goodwill discounts are off by default, and capped

Ordergroove’s discount endpoint applies no ceiling of its own and provides no idempotency key, so a repeated request issues a second discount. The action ships disabled; a merchant must switch it on and set a maximum amount, a maximum percentage, or both. An unset maximum refuses that kind of discount outright, and never means unlimited. On top of that, the Team member must tick a confirmation checkbox, and the discount must target exactly one item or one order. Every one of these is enforced in the action itself, so the limits hold whether the request comes from a Team member or from Gladly AI.

Payment failures explained in plain language

When Ordergroove rejects an order, it returns a failure code with a message inside it. The card shows the message on its own (for example, “Expiration Date is in the past”) next to the number of attempts made, on the same row as the failed order. Billing-failure Conversations are the ones where an agent most needs this, and it is visible without leaving the profile.

Built for a narrow agent pane

Everything on the card is collapsed at rest: a subscription is three lines and an order is one, each opening on click. Only the most recent orders render by default, plus any order the Team member can still act on regardless of its age, so the one order that matters is never hidden behind older history.

Supported features

The Ordergroove App Platform integration is available in the following areas of Gladly:

Gladly Team

The Ordergroove subscriptions card is available on the Customer Profile. When a Team member opens a Conversation, the card matches the Customer to their Ordergroove record and renders their live subscriptions and recent orders alongside the Conversation.

Twelve agent forms are available from the compose menu. These require a one-time setup step described under Install.

Gladly AI

Data Pulls are available in Guides, so Gladly AI can answer subscription questions from the Customer’s live Ordergroove data during a Conversation. All seventeen actions can be called as part of a Guide, including the five lookups that have no form.

Details

What data can you access

Ordergroove subscriptions card

• For each subscription: the product name, status, delivery cadence in plain words, quantity, price, subscription type, start date and SKU

• Prepaid plans: the number of shipments remaining and what happens at the end of the term

• Cancelled subscriptions, shown alongside active ones, with the cancellation reason where Ordergroove records one

• A flag when the product on a subscription has been discontinued

• For each recent order: the placement date, status, order total and subtotal

• For a failed order: the reason Ordergroove gave, in plain language, and the number of attempts made

• For each order: its line items with quantity and line total

• A plain message rather than an empty card when the Customer has no Ordergroove record, or has a record but no subscriptions

Subscription, order, item and product records

• Customer: Ordergroove customer ID, name, email address and phone number

• Subscription: ID, product, status, delivery frequency and period, quantity, price, currency, start date, cancellation date and reason, and prepaid context where the plan is prepaid

• Order: ID, placement date, status, subtotal, tax, shipping, discount and total, the number of placement attempts, and the failure reason where one applies

• Order item: ID, product, quantity, price, extra cost and line total

• Product: ID, name, SKU, price, image and detail URLs, product type, and whether it is prepaid eligible or discontinued

What Team members can do from the Conversation

Twelve forms are available in the compose menu, grouped by what they act on.

On a subscription:

• Change delivery frequency: pick the subscription, then how often it should deliver

• Change subscription quantity: how many units ship each cycle

• Move the next order date: push or pull the next delivery

• Skip the next order: reschedule the upcoming order to the following cycle, leaving the subscription active

• Cancel a subscription: with an optional reason and detail

• Reactivate a subscription: restart a cancelled subscription on a chosen cadence

• Change prepaid renewal: what a prepaid plan does when its term ends

On a single order:

• Cancel one order: cancels that order only; the subscription keeps running

• Place an order early: brings the next delivery forward

• Change quantity of one item: adjust one line on an upcoming order

• Remove an item from an order: take one line off an upcoming order

• Issue a one-time discount: a goodwill credit against one item or one order, subject to the merchant limits above

The five lookup actions have no form on purpose. They exist so Gladly AI can find the record it needs, and a Team member never has to, since the forms already resolve the Customer and list their subscriptions and orders.

Supported actions

Seventeen actions are available. Five are reads: list a Customer’s subscriptions, fetch one subscription, fetch the items on an order, fetch a shipping address, and list the cancellation reasons the merchant has configured. They return the internal IDs that the write actions take.

The twelve writes cover the same ground as the forms. Each validates its input before any request reaches Ordergroove, so a delivery period outside Ordergroove’s accepted set, a quantity that is not a positive whole number, or a discount above the merchant’s ceiling is refused with a message explaining why, rather than written incorrectly.

Validation lives in the actions rather than the forms, since Gladly AI calls actions directly and never renders a form; a dropdown on a form would constrain only one of the two callers.

Merchant settings

One credential is required. Three further settings decide whether Team members and Gladly AI may issue goodwill discounts, and how large those may be.

• API Key: your Ordergroove API key, found in the Ordergroove admin panel under Developers > API Keys. This is the only credential the app needs.

• Enable one-time discounts: disabled by default. While it is disabled, the Issue a one-time discount action refuses before any request is made, and nothing else on the app depends on this setting.

• Maximum discount amount: the largest flat amount a single agent-issued discount may be, in the store’s currency. Leave it blank and all fixed-amount discounts are refused.

• Maximum discount percentage: the largest percentage a single agent-issued discount may be. Leave it blank and all percentage discounts are refused.

The two maximums are independent, so filling in one does not enable the other. A merchant who wants only percentage discounts can set the percentage ceiling and leave the amount blank, and fixed-amount requests will be refused with an explanation.

How does customer matching work?

The app finds the Customer’s Ordergroove record from the email addresses on the Gladly Customer Profile, using Ordergroove’s own customer lookup. Every email address on the profile is tried, so a Customer who subscribed under a secondary address is still matched.

A Customer with no email address on the profile, or no Ordergroove record, sees a plain explanatory line on the card rather than an error. If Ordergroove itself returns an error, that is reported as an error rather than as a Customer with no subscriptions.

Key use cases