Integrations BigCommerce · 6 actions

BigCommerce + Pengo: BigCommerce orders, tracking and refunds, handled in the chat

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. Included on Business, Plus and Enterprise.

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Business+ · Works with Pengo Actions

Pengo uses BigCommerce to add note without anyone switching tabs.

01 Pengo Actions

What Pengo can do in BigCommerce

6 actions, each with its own setting. Pengo does what you allow and nothing else.

  • Look up an order

    Auto

    Finds a shopper's order with its status, tracking link and items.

    • A shopper asks “where's my order?”
    • A customer wants their tracking link again
    • A teammate checks what was in an order before replying

    Looks something upStarts on AutoOrder number and emailTeammates can run itNo credits

    Modes: Off · Auto

  • Add a note to an order

    Ask first

    Adds the customer's request, like a delivery instruction, to their order for your team.

    • 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

    Makes a changeStarts on Ask firstOrder number and emailTeammates can run it2 credits per run

    Modes: Off · Team only · Ask first · Auto

  • Cancel an order

    Ask first

    Cancels an order that hasn't shipped yet, refunds it in full and restocks the items.

    • 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

    Makes a changeStarts on Ask firstVerified customers onlyTeammates can run it10 credits per run

    Modes: Off · Team only · Ask first · Auto

  • Refund an order

    Ask first

    Refunds an order in full or in part to the original payment, with the reason noted on the order.

    • 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

    Makes a changeStarts on Ask firstVerified customers onlyTeammates can run it10 credits per run

    Modes: Off · Team only · Ask first · Auto

  • Change a shipping address

    Ask first

    Sends an order to a new address, as long as it hasn't shipped yet.

    • 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

    Makes a changeStarts on Ask firstVerified customers onlyTeammates can run it5 credits per run

    Modes: Off · Team only · Ask first · Auto

  • Send a discount code

    Ask first

    Creates a single-use discount code only this customer can use, valid for 30 days.

    • 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

    Makes a changeStarts on Ask firstVerified customers onlyTeammates can run it5 credits per run

    Modes: Off · Team only · Ask first · Auto

02 You stay in control

Changes wait for your yes

Cancel an order starts on Ask first. Pengo prepares it, tells the customer it’s with the team, and a teammate approves or rejects it right in the conversation. Pengo then lets the customer know.

Prefer Pengo to just do it? Switch any action to Auto. Want it never to happen? Switch it Off. How Pengo Actions work

03 Setup

Connect BigCommerce in three steps

No code. Most teams are done in a few minutes.

  1. 01

    In Pengo, open Settings › Integrations › BigCommerce.

  2. 02

    Click Connect and approve Pengo in your BigCommerce control panel.

  3. 03

    In Intelligence › Actions, choose how Pengo handles each store action.

04 Questions

BigCommerce FAQ

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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