OpenText Core Case - BigCommerce Integration and Automation

Common Integration Use Cases Between OpenText Core Case and BigCommerce

OpenText Core Case and BigCommerce complement each other well when organizations need to connect customer-facing commerce activity with structured case management, investigation, and resolution workflows. BigCommerce manages the storefront, orders, and customer transactions, while OpenText Core Case provides the controlled process environment for handling exceptions, disputes, service issues, and compliance-related reviews.

1. Order Exception and Fulfillment Issue Case Creation

Data flow: BigCommerce to OpenText Core Case

When an order is flagged for fraud review, payment failure, inventory mismatch, or shipping delay in BigCommerce, an automatic case can be created in OpenText Core Case. The case can include order details, customer information, payment status, and fulfillment notes so operations teams can investigate and resolve the issue in a structured workflow.

Business value: Reduces manual follow-up, shortens resolution time, and improves customer satisfaction by ensuring exceptions are handled consistently.

2. Customer Complaint and Return Dispute Management

Data flow: BigCommerce to OpenText Core Case, with resolution updates back to BigCommerce

Customer complaints submitted through the storefront, contact center, or order history can be routed into OpenText Core Case for review. Teams can manage return disputes, damaged goods claims, refund approvals, and service recovery actions in one case record. Once resolved, the outcome can be pushed back to BigCommerce or customer service systems to update order status and customer communication history.

Business value: Improves case traceability, supports faster refunds or replacements, and creates a consistent customer service experience across channels.

3. Compliance Review for Restricted or Regulated Products

Data flow: BigCommerce to OpenText Core Case

For retailers selling regulated products such as age-restricted items, medical supplies, or controlled goods, orders that require manual compliance review can be sent to OpenText Core Case. Compliance teams can assess order details, customer eligibility, documentation, and approval requirements before the order is released for fulfillment.

Business value: Helps enforce policy controls, reduces regulatory risk, and creates an auditable review trail for sensitive transactions.

4. High-Value Order Approval Workflow

Data flow: BigCommerce to OpenText Core Case

Large or unusual orders can trigger an approval case in OpenText Core Case before processing continues. The case can route to finance, sales operations, or risk teams for review of pricing, discount levels, shipping destination, or payment risk. Approved orders can then proceed in BigCommerce or downstream fulfillment systems.

Business value: Prevents revenue leakage, strengthens fraud controls, and ensures high-risk transactions receive the right level of oversight.

5. Customer Account Investigation for Fraud or Abuse Patterns

Data flow: BigCommerce to OpenText Core Case, with investigation outcomes shared to other systems

When suspicious activity is detected in BigCommerce, such as repeated chargebacks, excessive returns, or multiple failed payment attempts, a case can be opened in OpenText Core Case for investigation. Analysts can review order history, customer behavior, and supporting documents, then document findings and actions such as account hold, cancellation, or escalation.

Business value: Supports loss prevention, improves decision consistency, and gives risk teams a centralized workspace for investigations.

6. Product Content or Catalog Issue Escalation

Data flow: BigCommerce to OpenText Core Case, with resolution updates from content or merchandising teams

If product descriptions, pricing, images, or availability data in BigCommerce are found to be incorrect, a case can be created in OpenText Core Case for merchandising, content, or operations teams to investigate. The case can track the issue, assign ownership, and document corrective actions until the catalog is updated and validated.

Business value: Reduces storefront errors, improves product data governance, and helps prevent lost sales caused by inaccurate listings.

7. Enterprise Customer Escalation and Service Recovery

Data flow: Bi-directional between BigCommerce and OpenText Core Case

For strategic customers or B2B accounts, service issues tied to orders, pricing, or delivery can be escalated from BigCommerce into OpenText Core Case. Account managers, support agents, and operations teams can collaborate on the case, while updates such as replacement shipment, refund approval, or special pricing adjustments can be reflected back into the commerce record.

Business value: Improves cross-team coordination, protects key customer relationships, and ensures service recovery actions are tracked end to end.

8. Audit Trail for Order-Related Investigations

Data flow: BigCommerce to OpenText Core Case, with case notes and outcomes retained in OpenText

When finance, legal, or internal audit teams need to review a transaction, BigCommerce order data can be captured in OpenText Core Case along with supporting evidence such as invoices, customer communications, and fulfillment records. The case becomes the official record for the investigation, including findings, approvals, and remediation steps.

Business value: Strengthens audit readiness, centralizes evidence management, and provides a defensible record for internal and external reviews.