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Connect BigCommerce

Connect your BigCommerce store and the emails your customers send to your store’s support address arrive in Replyco as tickets; Replyco also imports your store’s orders, and your replies go back to the customer by email, from your own address. The connection has two parts: you give Replyco the credentials of a BigCommerce API account, and you forward your store’s customer emails to an address Replyco creates for the account. Replyco only reads from your store: orders, products and customers.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin permission in ReplycoAdminUsers; see Invite users and set what they can do
A free account on your planAdminBilling; see Billing
A BigCommerce API account that can read orders, products and customers, with its Access Token, Client ID and API PathYour BigCommerce control panel
The email address your customers write to, and access to its forwarding settingsYour email host
Access to your domain’s DNS, to authenticate the domain of your sender address (you can do this later)Your DNS provider or domain registrar

Availability: every plan includes BigCommerce, with its orders. Companies on an older plan may not have order sync; see What each plan includes.

Create the API account in BigCommerce

Section titled “Create the API account in BigCommerce”

Replyco reads your store through an API account that you create in BigCommerce. Create it first and keep its details at hand for the form in Replyco.

  1. Sign in to your BigCommerce control panel and select Advanced Settings in the menu.

    The menu of the BigCommerce control panel. At the top are View Store, Home and Search, followed by Products, Customers, Storefront, Marketing, Analytics, Channel Manager, Apps, Store Setup, Advanced Settings and Server Settings, each with an arrow that opens its sub-menu. Advanced Settings, near the bottom, is outlined in red; its sub-menu holds API Accounts, where you create the API account for Replyco.
    In the BigCommerce control panel, open Advanced Settings.
    What this screenshot shows
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    Products; Customers; Store Setup; Advanced Settings, outlined; Server Settings
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  2. Select API Accounts, then Create API Account.

    The Advanced Settings sub-menu of the BigCommerce control panel, below View Store, Home and Search. It lists Web Analytics, Google AMP, Checkout, Inventory, Order Notifications, Returns, Gift Wrapping, Comments, Live Chat, Account Signup Form, Affiliate Conversion Tracking, Export Templates and, last, API Accounts, which is outlined in red. API Accounts opens the list of your store's API accounts, with the Create API Account button.
    API Accounts is the last entry under Advanced Settings.
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    Advanced Settings sub-menu; API Accounts, outlined
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  3. Enter Replyco as the name. Under OAuth Scopes, set Content, Customers, Orders, Order Transactions and Products to read-only. Copy the API path shown under the name: you enter it in Replyco as API Path. Then select Save.

    The Create API Account page in the BigCommerce control panel. The Name field is outlined in red and holds Replyco. Below it, API Path shows your store's API address, beginning with https://api.bigcommerce.com/stores/ and ending with /v3/; you enter this address in Replyco. Under OAuth Scopes, BigCommerce asks which API resources the integration needs. The first scopes, Content, Checkout Content and Customers, are outlined, each still set to None, with read-only and modify as the other choices.
    Name the API account Replyco, set its scopes to read-only and note the API path.
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    Name: Replyco; API Path; OAuth Scopes: Content, Checkout Content, Customers
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  4. BigCommerce shows the BigCommerce API Credentials. Copy the client ID and the access token; Replyco does not need the client secret. BigCommerce shows these values only once, so keep them until you have entered them in Replyco; in Chrome, Firefox and Edge, BigCommerce also downloads a text file with them. Select Done.

    The BigCommerce API Credentials dialog that appears when you save the API account. It explains that in Chrome, Firefox or Edge a text file with the API token and Client ID should have downloaded to your computer. Three fields follow, each with a copy button: Client ID and Access Token are outlined in red, Client Secret between them is not. The values shown are examples. The note below reads "This is the only copy you will have access to. If you lose it, delete the account and create a new one", and the Done button sits at the bottom right.
    Copy the client ID and the access token now; BigCommerce shows them only once.
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    Client ID, outlined; Client Secret; Access Token, outlined; copy buttons; Done button
    Purpose

  5. The API account Replyco now appears under Store API Accounts, with its five scopes set to read-only.

    The Store API Accounts page in the BigCommerce control panel after the credentials dialog is closed. Below the Create API Account button, BigCommerce notes that you have created 1 out of 50 maximum API accounts. The list shows one account, Replyco, with its scopes: Content Read-Only, Customers Read-Only, Orders Read-Only, Products Read-Only and Order Transactions Read-Only. A link at the bottom offers a legacy API key.
    The Replyco API account is listed with five read-only scopes.
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    Create API Account button; account Replyco; scopes: Content, Customers, Orders, Products, Order Transactions, all Read-Only
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Steps

Section titled “Steps”

  1. Select + Add Account in the top bar.

    The Add Account page opens with one tile per marketplace and webstore. For every other channel, see Add Account.

    The Add Account page in Replyco, opened with + Add Account in the top bar. The first group shows one tile per marketplace and webstore: Amazon, eBay, eBay v2 with a Beta badge, Shopify, WooCommerce and BigCommerce in the first row, then Magento, Etsy, OTTO, Fruugo, Wish and Kaufland, and Shopline below. The BigCommerce tile at the end of the first row is highlighted; selecting it opens the dialog Authorize Replyco to sync with BigCommerce.
    BigCommerce has its own tile among the marketplaces and webstores on the Add Account page.
    What this screenshot shows
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    Add Account (/integrations/add)
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    button “”, marketplace-tiles, enabled. opens the BigCommerce connect dialog
    Also visible
    marketplace and webstore tiles; Mailbox Accounts heading below
    Purpose
    start connecting BigCommerce

  2. Select the BigCommerce tile. The dialog opens at AUTHORIZE, which says that Replyco will not change or delete your BigCommerce orders, products or customers, and that you enter the account’s details next. Select Authorize to move on to INFO.

  3. Fill in the form, then select Authorize:

    • Account Name: a name your team recognises, for example your store and the channel. It labels every ticket from this account.
    • Access Token and Client ID: the credentials of your BigCommerce API account; see Create the API account in BigCommerce.
    • API Path: the API path BigCommerce shows for the API account, in full, starting with https:// and ending with /v3/. Replyco adds the names of the orders, products and customers endpoints to it.
    • Display Email: the address your customers see on your replies, usually your store’s support address.
    • Send Name as (optional): the name your replies are sent as.

    Leave Custom SMTP Configuration unticked to send replies through Replyco’s mail server; the choice is explained under Options.

    The dialog Authorize Replyco to sync with BigCommerce at its second step, INFO, out of five steps; the first step, AUTHORIZE, shows a tick. Account Name is filled in with Northwind Electronics BigCommerce, Access Token and Client ID with fictional values, API Path with https://api.example.com/stores/n0rthw1nd/v3/, Display Email with support@northwind-electronics.example.com and Send Name as with Northwind Electronics; the Custom SMTP Configuration check box is unticked. The Authorize button is highlighted; selecting it saves the BigCommerce account.
    Enter the API account credentials and API path, and the address your replies are sent from.
    What this screenshot shows
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    Authorize Replyco to sync with {{name}} (/integrations/add)
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    button “Authorize”, dialog-bottom, enabled. saves the BigCommerce account
    Also visible
    Account Name: Northwind Electronics BigCommerce; Access Token and Client ID filled; API Path: https://api.example.com/stores/n0rthw1nd/v3/; Display Email: support@northwind-electronics.example.com; Send Name as: Northwind Electronics; Custom SMTP Configuration unticked
    Purpose
    enter the BigCommerce credentials, store address and sender details

  4. Replyco saves the account, confirms with Account successfully saved. and moves to EMAIL. Select Copy Email Address, then Continue.

    In your email host, forward the emails that reach your customer address to the copied address. Only forwarded emails become tickets. You can copy the address again at any time from the account’s details under Setup Email Forwarding:.

    The dialog Authorize Replyco to sync with BigCommerce at its third step, EMAIL, after the account was saved. Under the heading Set Up Email Forwarding it says to click the box below to copy your Replyco email to the clipboard, because you will need to add this address to your email client settings. The Copy Email Address box is highlighted; selecting it copies the address Replyco created for this BigCommerce account. The Continue button below it moves on once the address is copied.
    Copy the Replyco address; your store's customer emails must be forwarded to it before any ticket arrives.
    What this screenshot shows
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    Authorize Replyco to sync with {{name}} (/integrations/add)
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    button “Copy Email Address”, dialog, enabled. copies the account's Replyco forwarding address
    Also visible
    step EMAIL; Set Up Email Forwarding; Continue button
    Purpose
    copy the address the store's customer emails must be forwarded to

  5. At DOMAIN AUTH, Replyco shows a DKIM record for the domain of your Display Email. Add it as a TXT record at your DNS provider and select Verify DNS, or select Skip and confirm with Skip anyway to do it later.

    DNS changes can take a few hours to take effect, so you can continue and verify later in the account’s Email settings. For an address on a public mailbox domain, such as gmail.com, domain authentication is not available and the step only offers Continue. See Mailbox by forwarding for what the record does.

    The dialog Authorize Replyco to sync with BigCommerce at its fourth step, DOMAIN AUTH, headed Domain authentication (DKIM). It explains that Replyco sends your outgoing mail on your behalf and that strict recipients such as Gmail and Microsoft may reject or flag it without DKIM; Deliverability shows Limited. The DKIM record lists Type TXT, Host / Name rco1._domainkey.northwind-electronics.example.com and a long Value, each with a copy icon, followed by four How to add it steps. The Verify DNS button is highlighted; Skip sits beside it.
    Publish the DKIM record for the domain of your Display Email, or skip the step and set it up later.
    What this screenshot shows
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    Authorize Replyco to sync with {{name}} (/integrations/add)
    Highlighted
    button “Verify DNS”, dialog-bottom, enabled. checks whether the DKIM record is published
    Also visible
    step DOMAIN AUTH; Deliverability: Limited; DKIM record: Type TXT, Host / Name, Value with copy icons; How to add it steps; Skip button
    Purpose
    authenticate the sending domain so replies pass DMARC

  6. The dialog shows Your account was saved successfully.. Select Finish.

What happens next

Section titled “What happens next”

The account appears on AdminAccounts; to check how its sync is going, see Accounts. Every email your email host forwards to the Replyco address becomes a ticket; Replyco checks the address for new mail about every five minutes, and emails from before you set up forwarding are not imported. To check that it works, send a test email to your store’s support address and wait for the ticket in TicketsNot Resolved. To reply to it, see Answer a ticket.

Replyco imports the orders created in your store in the last two days, with the products in them, then checks for new orders every few minutes. They appear in ToolsOrders; see Orders. When a message arrives, Replyco reads the first number in its subject that is not a date as an order number, and shows that order beside the ticket: a subject such as Question about order 1043 brings up order 1043.

Your replies go out by email from the Display Email address, with the Send Name as name, through Replyco’s mail server. Once the DKIM record is verified, Replyco signs them for your domain, so strict recipients such as Gmail and Microsoft accept them.

Options

Section titled “Options”
ChoiceWhen to pick itEffect
Custom SMTP Configuration unticked (the default)You forward your store’s emails to ReplycoReplyco creates the forwarding address and sends your replies through its own mail server
Custom SMTP Configuration tickedReplyco should read and send through your own mailboxYou enter your mailbox’s IMAP and SMTP settings in the form, and Replyco reads and sends through that mailbox. See Mailbox with IMAP and SMTP

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
You must complete ALL FIELDS in order to save this account!Every field except Send Name as is required.Fill in the empty field and select Authorize again.
The address must start with "http".API Path must be a full address.Copy the whole API path from BigCommerce, with https:// at the start.
Email is invalidDisplay Email must be a complete email address.Enter the full address, for example your store’s support address.
“Shop already exist”A BigCommerce account with this API Path is already connected.Use the existing account on AdminAccounts.
“Integration with this name already exists”Another BigCommerce account in Replyco has the same Account Name.Choose a different account name.
“You reached your current plan maximum integrations count. Contact support for more info.”Your plan’s number of accounts is used up.Delete an account you no longer use, or change your plan on AdminBilling.
Click the copy icon and save the e-mail address before you proceed.Continue works only after you have copied the address.Select Copy Email Address, then Continue.
The account is connected, but no tickets arriveDoes your email host forward the store’s customer emails to the Replyco address?Set up the forwarding again with the address from the account’s details; see Fix a blocked or silent account.
Last Orders Sync shows Marketplace data sync is Temporarily Blocked.Open the account and read the reason after Blocking reason:, for example that BigCommerce refuses the API account’s credentials. Messages still arrive; only the orders stop.In BigCommerce, check that the API account still exists and can read orders, products and customers. Enter new credentials with Edit in the account’s details; see Accounts.
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