BigCommerce customers

Orders downloaded from BigCommerce will include customer details for both returning and new customers. A customer email address is used as the unique identifier when identifying a new vs. existing customer.

New customers

When an order downloads from BigCommerce the customer details are provided with it so that a record can be created for them. BigCommerce provides the following information:

  • Customer name
  • Customer email address
  • Billing name and address
  • Delivery name and address
  • Telephone number
  • Add to mailing list yes/no

The customer will automatically be assigned to the price list selected on the BigCommerce store setup in Brightpearl.

Existing customers

If the customer has previously purchased from you via BigCommerce or another channel and a record already exists with a matching email address, the order will be matched with to the existing contact record. 

Capturing company name

Choose whether to capture the company name and when a company name should be ignored, for example, if the customer has entered a company name of "None" or "Mr". This enables you to still capture the data but prevents contacts from getting linked to companies when they shouldn't be. You can enable contact company name capture in the Brightpearl BigCommerce app under order settings.


Newsletter subscription

The customer’s choice of “receive email newsletters” is maintained into the Brightpearl contact record.

Updated/changed customer details

If an existing customer changes their details on BigCommerce. On their next purchase the update behavior on the contact will be:


  • Customer Name
  • Customer Company
  • Telephone number
  • Add to mailing list yes/no


  • Delivery Address
  • Billing Address

These updates can be blocked using the “Keep Existing Contact Data” feature under the Channels tab in the Brightpearl BigCommerce app configuration menu.

Customers buying on multiple stores

A customer could potentially purchase from you via any one of your BigCommerce stores, or other sales channels, as long as their email matches, all orders will be tied to their single contact record. Each order will indicate which sales channel it came through, meaning you'll be able to segment their purchases by channel in Brightpearl’s reports.

Communicating with customers

Bigcommerce automatically send emails for various events, such as:

  • Order confirmation sent to the customer when they place an order
  • Shipping confirmation sent to the customer when the order status is updated to "Shipped" or "Partially shipped"
  • Other status changes sent to the customer when their order is updated to other statuses such as "Awaiting payment", "Awaiting fulfilment", "Awaiting shipment", "Canceled", "Refunded".
  • Create customer account sent to the customer when they register for an account for your store
  • Password reset sent to the customer when they forgot their password to their account

Any communications sent via BigCommerce will not download to Brightpearl by default.

(Mail Store can be leveraged to pull these communications into a customer timeline).

It is also possible to send emails to customers through Brightpearl, but this should only be used for exceptions as most required emails can be sent from BigCommerce. Any communications sent via Brightpearl will not update BigCommerce.

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