BigCommerce actions reference
Every Pengo Action for BigCommerce: what it does, the mode it starts in, who it’s for and how to change it in Intelligence › Actions.
On this page
Pengo looks up a shopper’s BigCommerce orders and tracking, refunds and cancels them, fixes shipping addresses before they ship, leaves notes for your team and sends single-use coupons, on its own or with your approval. BigCommerce is included on Business, Plus and Enterprise.
To connect BigCommerce, follow the setup guide. To change what Pengo does, open Intelligence › Actions and pick a mode for each action. See Choose how Pengo acts.
Every action at a glance
| Action | Starts on | Can be set to | AI credits |
|---|---|---|---|
| Look up an order | Auto | Off, Auto | Free |
| Add a note to an order | Ask first | Off, Team only, Ask first, Auto | 2 |
| Cancel an order | Ask first | Off, Team only, Ask first, Auto | 10 |
| Refund an order | Ask first | Off, Team only, Ask first, Auto | 10 |
| Change a shipping address | Ask first | Off, Team only, Ask first, Auto | 5 |
| Send a discount code | Ask first | Off, Team only, Ask first, Auto | 5 |
Look up an order
Finds a shopper’s order with its status, tracking link and items.
- What it does: looks something up; it never changes anything (low risk).
- Starts on: Auto. You can set it to Off, Auto.
- Who it’s for: Order number and email.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: none.
For example:
- A shopper asks “where’s my order?”
- A customer wants their tracking link again
- A teammate checks what was in an order before replying
Add a note to an order
Adds the customer’s request, like a delivery instruction, to their order for your team.
- What it does: makes a change in BigCommerce (low risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Order number and email.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 2 per run, charged only when it runs.
For example:
- A shopper asks you to leave the parcel with a neighbour
- A customer wants gift wrapping on an order
- A customer flags a delivery-day request
Cancel an order
Cancels an order that hasn’t shipped yet, refunds it in full and restocks the items.
- What it does: makes a change in BigCommerce (high risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 10 per run, charged only when it runs.
For example:
- A shopper ordered the wrong size and wants to start over
- A customer ordered twice by mistake
- A customer changes their mind before the order ships
Refund an order
Refunds an order in full or in part to the original payment, with the reason noted on the order.
- What it does: makes a change in BigCommerce (high risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 10 per run, charged only when it runs.
For example:
- An item arrives damaged and the customer keeps the rest
- A delivery is late and you refund the shipping
- A price drops a day after purchase and you refund the difference
Change a shipping address
Sends an order to a new address, as long as it hasn’t shipped yet.
- What it does: makes a change in BigCommerce (medium risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 5 per run, charged only when it runs.
For example:
- A shopper moved and forgot to update their address
- A customer wants the parcel sent to their office
- A typo in the street name is caught before shipping
Send a discount code
Creates a single-use discount code only this customer can use, valid for 30 days.
- What it does: makes a change in BigCommerce (medium risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 5 per run, charged only when it runs.
For example:
- A delivery arrived late and you want to say sorry
- A loyal customer had a bad experience
- A shopper is hesitating over their first order
Common questions
What can Pengo do in BigCommerce?
Look up an order, add a note to an order, cancel an order, refund an order, change a shipping address and send a discount code. Pengo looks up a shopper's BigCommerce orders and tracking, refunds and cancels them, fixes shipping addresses before they ship, leaves notes for your team and sends single-use coupons, on its own or with your approval.
Does Pengo make changes in BigCommerce on its own?
Lookups run on their own. Add a note to an order, cancel an order, refund an order, change a shipping address and send a discount code wait for a teammate’s approval by default. You can set each action to Auto, Ask first, Team only or Off in Intelligence › Actions.
How does Pengo know it’s talking to the right customer?
Cancel an order, refund an order, change a shipping address and send a discount code are only for customers whose identity is verified, for example signed in to your site with identity verification. Look up an order and add a note to an order also work when the customer gives both the order number and the email on the order.
Which plans include BigCommerce?
BigCommerce is included on Business, Plus and Enterprise, alongside Pengo Intelligence.
Can my team run BigCommerce actions themselves?
Yes. While chatting, a teammate clicks Actions in the inbox and runs look up an order, add a note to an order, cancel an order, refund an order, change a shipping address and send a discount code in one click, with the customer and order already filled in. Pengo drafts the reply to the customer.
How many AI credits does a BigCommerce action use?
Look up an order uses no credits. Changes are a flat number of credits per run: add a note to an order 2, cancel an order 10, refund an order 10, change a shipping address 5 and send a discount code 5. Credits are charged only when an action actually runs, never when it fails, is rejected or expires.
How do I connect BigCommerce to Pengo?
1. In Pengo, open Settings › Integrations › BigCommerce. 2. Click Connect and approve Pengo in your BigCommerce control panel. 3. In Intelligence › Actions, choose how Pengo handles each store action.
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