Adobe Commerce (Magento) - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Adobe Commerce and OpenText Core Case

1. Order Exception and Fulfillment Issue Case Management

Data flow: Adobe Commerce ? OpenText Core Case

When an order cannot be fulfilled due to stock shortages, payment failures, address validation issues, or shipping exceptions, Adobe Commerce can automatically create a case in OpenText Core Case with the order details, customer information, exception reason, and related documents. Operations teams can then investigate, assign tasks, and resolve the issue in a controlled case workflow.

Business value: Reduces manual follow-up, improves order resolution speed, and creates a clear audit trail for customer service and operations teams.

2. Customer Complaint and Return Resolution Workflow

Data flow: Adobe Commerce ? OpenText Core Case ? Adobe Commerce

Customer complaints, return requests, and refund disputes submitted through Adobe Commerce can be routed into OpenText Core Case for structured handling. Case agents can review the order history, product details, communication logs, and supporting attachments, then update the case status and resolution outcome back to Adobe Commerce for customer visibility.

Business value: Improves consistency in returns and complaint handling, shortens resolution cycles, and enhances customer satisfaction.

3. B2B Quote Review and Approval Case Management

Data flow: Adobe Commerce ? OpenText Core Case ? Adobe Commerce

For B2B commerce scenarios, quote requests from Adobe Commerce can be sent to OpenText Core Case when they require manual review, pricing approval, or exception handling. Sales, finance, and product teams can collaborate within the case to assess margin impact, validate contract terms, and approve or reject the quote. The final decision can then be synchronized back to Adobe Commerce.

Business value: Speeds up quote approvals, improves governance over discounting, and supports more complex B2B selling processes.

4. Product Compliance and Regulatory Review Cases

Data flow: Adobe Commerce ? OpenText Core Case

When new products, regulated items, or restricted goods are introduced in Adobe Commerce, a compliance case can be created in OpenText Core Case to review product attributes, certifications, labeling requirements, and market-specific restrictions. Compliance teams can attach evidence, track approvals, and document decisions before the product is made available for sale.

Business value: Reduces compliance risk, ensures products meet regulatory requirements, and creates a defensible approval record.

5. Fraud Investigation and Order Review Cases

Data flow: Adobe Commerce ? OpenText Core Case

Suspicious transactions identified in Adobe Commerce, such as high-value orders, unusual shipping patterns, or repeated failed payment attempts, can trigger a fraud review case in OpenText Core Case. Investigators can analyze order history, customer behavior, and supporting evidence, then mark the order for release, cancellation, or escalation.

Business value: Helps reduce fraud losses, standardizes review procedures, and improves coordination between commerce, risk, and finance teams.

6. Customer Support Case Enrichment with Commerce Data

Data flow: Adobe Commerce ? OpenText Core Case

When a support case is opened in OpenText Core Case, Adobe Commerce can provide order history, product purchases, shipment status, and payment details to enrich the case automatically. Support agents gain a complete view of the customer?s commerce activity without switching systems, enabling faster and more accurate service.

Business value: Improves first-contact resolution, reduces agent effort, and gives support teams better context for customer interactions.

7. Case-Driven Customer Communication and Status Updates

Data flow: OpenText Core Case ? Adobe Commerce

As cases progress in OpenText Core Case, key status updates such as refund approved, replacement issued, or compliance cleared can be pushed back to Adobe Commerce. This allows customer-facing teams or self-service portals to display accurate case progress and next steps directly within the commerce experience.

Business value: Increases transparency for customers, reduces inbound service inquiries, and keeps commerce and case records aligned.

8. Escalation Management for High-Value or Strategic Accounts

Data flow: Bi-directional

For strategic B2B customers or high-value consumer accounts, Adobe Commerce can trigger a case in OpenText Core Case when an order, pricing request, or service issue requires executive attention. OpenText Core Case can then coordinate internal tasks across sales, operations, legal, and finance, while updates and resolutions are synchronized back to Adobe Commerce for account teams and customer visibility.

Business value: Supports premium service levels, improves cross-functional accountability, and helps protect revenue from key accounts.