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, BigCommerce provides the customer's details 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 in 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 to the existing contact record. 

Capturing the company name

When customers check out, they have the option of providing a company name. You can choose whether or not to capture the company name, as well as choose whether any company names should be ignored - for example, if the customer has entered a company name of "None" or "Mr". This functionality enables you to capture data without customers being incorrectly linked to one another.

You can enable or disable contact company name capture in the Brightpearl BigCommerce app, under the "Customers" tab.


Newsletter subscription

The customer’s choice of “receive email newsletters” is synchronized to their Brightpearl contact record.

Updating or changing customer details

If an existing customer changes their details on BigCommerce, certain details will be added or amended the next time they place an order:

The following data will be overwritten:

  • Customer name
  • Customer company
  • Telephone number
  • Add to mailing list, yes/no

The following data will be added:

  • Delivery address
  • Billing address

These updates can be prevented using the “Keep existing contact data” feature under the "Customers" tab in the Brightpearl BigCommerce app's settings.

Customers buying on multiple stores

If a customer purchases from any one of your sales channels, all of their orders will be tied to a single contact record as long as they use the same email address. 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 sends emails to the customer for various events, such as:

  • An order confirmation sent to the customer when they place an order
  • A shipping confirmation sent to the customer when the order status is updated to "Shipped" or "Partially shipped"
  • Other status changes notifications sent to the customer when their order is updated to another status such as "Awaiting payment", "Awaiting fulfilment", "Awaiting shipment", "Canceled", or "Refunded".
  • A create customer account request sent to the customer when they register for an account for your store
  • A password reset sent to the customer when they forgot their password to their account

Any communication sent via BigCommerce will not download to Brightpearl by default (though 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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