BigCommerce Orders Overview


The BigCommerce Account Integration lets you manage your BigCommerce orders directly from Sellercloud. It allows you to download orders, update their fulfillment status, and more.

When an order from BigCommerce comes in, the Customer Email field on the Order Details Page in Sellercloud will be populated from the respective Sellercloud Customer Profile. If that email is blank, the system will enter BIGCOMMERCE-[ORDERID]

Sellercloud also offers various settings that control how the BigCommerce integration handles orders. See BigCommerce Account Settings Configuration for a complete list of all settings and their definitions.

The Order Rule Engine can help you apply changes to your BigCommerce orders automatically. 

Order Download and Tracking Upload

Orders with the following statuses are not imported:

  • Incomplete orders (allowed when Allow Incomplete Orders Import is enabled)
  • Declined orders
  • Refunded orders
  • Awaiting Payment orders (allowed when the setting Allow Unpaid Orders Import is enabled)
  • Shipped orders (allowed when the setting Allow Shipped Orders Import is enabled)
  • Cancelled orders (allowed when the setting Allow Cancelled Orders Import is enabled)
  • Deleted orders are never imported.

To initiate an order import manually:

  1. Go to Company Settings.
  2. Click Toolbox and select Website > General.
  3. Click Actions and select Import Orders.

To automate the process of order download and tracking upload and control which orders will get downloaded from BigCommerce to Sellercloud:

  1. Go to Company Settings.
  2. Click Toolbox and select Website > General.
  3. With the Store Plugin set to BigCommerce V3, check the following boxes in the Options panel:
    1. Allow Order Download – Enable to download orders from BigCommerce to Sellercloud automatically.
    2. Allow Tracking Upload – Enable to upload fulfillment information for orders from Sellercloud to BigCommerce automatically.
    3. Allow Download Shipped Orders (Optional) – Allows orders marked as shipped to be automatically downloaded from BigCommerce to Sellercloud.
    4. Allow Unpaid Orders – (Optional) Enable Sellercloud to download Unpaid Orders from BigCommerce to Sellercloud automatically.
    5. Enable Order Download Limit (Optional) – Enable this setting to prevent orders created prior to a specified date from being downloaded into Sellercloud. You must also select an Order Download Limit Date.

Shipping Method Mapping

The Shipping Method Mapping tool allows you to customize shipping for each channel integrated with your account. Using this tool, you can map the shipping methods sent for each BigCommerce order to a preferred shipping carrier and service. When orders are imported into Sellercloud, the shipping method chosen by the customer will be imported as well.

To configure shipping method mapping for BigCommerce:

  1. Go to Company Settings.
  2. Click Toolbox and select Website > Shipping Method Mapping.
  3. The Plugin should be set to BigCommerce V3.
  4. Click Edit.
  5. Click the + icon to add a new mapping.
  6. Enter the Website Method Name and choose your desired Shipping Method option from the dropdown menu.
  7. Optionally, you can check Rush Service to indicate a rush order.
  8. Click Save.

Manage Orders

You can only cancel a BigCommerce order before it is marked Ship Confirmed. If it is already Ship Confirmed, you must issue a refund. If the item is being returned to your warehouse, use the RMA process instead.

Cancel an Order

You must manage order cancellations directly on BigCommerce, unless you are also issuing a refund – in this case, follow the steps in the next section.

The following action cancels orders internally in Sellercloud:

  1. Go to the Order Details Page.
  2. Click Actions and select Set Cancelled Internally.
  3. Enter Comments.
  4. Click Save.
Enabling the Allow Cancelled Orders Import setting in Company Settings > Toolbox > Website > Sellercloud Plug-in Website > Cart General page negates the need to cancel orders manually.

Refund an Order

You can submit refunds to BigCommerce or issue them only locally in Sellercloud to keep the Order Profit & Loss information correct.

To refund and cancel a BigCommerce order:

  1. Go to the Order Details Page.
  2. Click Actions and select Cancel/Issue Refund.
  3. Enter a Cancel/Refund Reason.
  4. Check the box to the left of the items you want to refund.
  5. Optionally, you can adjust the Qty To Refund/Cancel, Shipping Refund, and Tax Refund, which will update the information in the Refund Order Details panel.
  6. Check Do Not Send To Website to cancel the order and issue a refund only within Sellercloud.
  7. Click Refund. Note that the Order Status gets set to Cancelled.

Refresh an Order

The action Refresh Order from Website will bring into Sellercloud any order changes made directly on BigCommerce. The Order ID and the Channel Order ID will remain the same, while the following details will be re-imported into the same order:

  • Order Items.
  • Order Item Quantites.
  • Payment Records and Status.
  • Shipping Information.
  • Promotional Codes.
You can perform this action only on orders that are not Shipped, Cancelled, or set to Dropship.

Configure PDF Invoices

You can configure invoices for your BigCommerce orders. PDF Invoices usually contain information about your orders and the products they include. If needed, you can print Invoices with any specific requirements. You can also select between Standard Invoice, Channel Specific, Word to PDF, or a plugin. 

  1. Go to Company Settings.
  2. Click Toolbox and select Invoice Settings.
  3. Click Per channel preferences.
  4. Find Website in the list and select your preference.
  5. Click Save.

Was this article helpful?

Need Support?
Can't find the answer you're looking for?
Contact Support