BigCommerce Order Processing & Operations Outsourcing
BigCommerce supports both B2C and B2B commerce on the same platform — which makes it operationally versatile and operationally complex. Our team manages BigCommerce order processing, customer groups and account-specific pricing, fulfillment coordination, and customer support for brands that have outgrown what their internal team can manage manually.
BigCommerce is a feature-rich platform that serves a wide range of e-commerce models — from high-volume DTC brands to complex B2B businesses with multiple pricing tiers, customer groups, and account-specific rules. The operational workload that accompanies this versatility is significant. Our BigCommerce operations team adapts to your specific store configuration — whether you are running a straightforward DTC operation or a complex B2B/B2C hybrid.
Operational Challenges That Drive Businesses to Outsource
These are the recurring problems that signal it's time to bring in a dedicated operations team.
B2B and customer group management
BigCommerce's B2B capabilities — customer groups, account-specific pricing, price lists, and wholesale customer management — create administrative overhead that grows with every new account.
Multi-channel order management
BigCommerce stores often sell across direct channels and marketplaces simultaneously. Managing the combined order flow requires a dedicated team across all active channels.
Fulfillment app and 3PL coordination
BigCommerce integrates with ShipStation, ShipBob, and other fulfillment tools. Managing edge cases, exceptions, and manual overrides within these integrations requires trained operators.
Custom pricing and quote management
B2B BigCommerce setups often include custom quote workflows. Managing quote requests, approval, order conversion, and follow-up requires a structured administrative process.
Returns and refunds in BigCommerce
BigCommerce returns are managed through the admin or connected returns apps. Without a dedicated team, return requests go unanswered and refund processing is delayed.
Customer support across B2B and B2C customers
Serving both business and consumer customers from the same platform requires different communication approaches, policy application, and escalation paths.
What Our Team Handles
Our operations team works within your existing systems and workflows — covering every operational task that belongs behind the scenes.
BigCommerce Order Processing
- Order review and status management in BigCommerce admin
- B2B and B2C order handling per customer group
- Custom pricing and discount validation
- Order editing, cancellation, and refund processing
- Quote and manual order management
B2B Account Administration
- Customer group assignment and maintenance
- Account-specific price list management
- Purchase order processing per B2B account
- Quote request intake and follow-up
- B2B customer communication and account queries
Fulfillment & Shipping
- ShipStation, ShipBob coordination
- 3PL portal communication
- Tracking number capture and entry
- Multi-location inventory routing
- Special handling and freight shipment coordination
Customer Support & Returns
- Customer ticket management across B2B and B2C
- Order status and WISMO enquiries
- Return and refund request processing
- Delivery exception customer communication
- Policy-based response across customer types
How the Operations Process Works
Your dedicated team follows a clearly defined workflow that covers every stage of the order lifecycle.
Orders Reviewed by Customer Type
BigCommerce orders are reviewed and categorised by customer type — B2C standard, B2B account, or wholesale — with different processing workflows applied to each.
Pricing and Discount Validation
B2B orders are validated against the customer group's pricing rule or custom price list before routing to fulfillment — preventing invoice discrepancies.
Fulfillment Coordinated
Orders are routed through your fulfillment app or directly to your 3PL with all relevant details and any B2B-specific requirements (routing guides, packing requirements).
Tracking Updated
Tracking numbers are entered into BigCommerce and any connected tracking or notification tool to trigger customer shipment notifications.
Customer Support Managed
Tickets from B2B and B2C customers are categorised and responded to with appropriate policies and communication approaches for each customer type.
Returns and Refunds Processed
Return requests are handled within BigCommerce or your connected returns tool — eligibility confirmed, exchange or refund processed, customer notified.
Business Impact
Beyond reducing workload, outsourcing your operations enables your internal team to focus on growth, product, and customer experience.
B2B and B2C operations managed from one team
A single operations team handles both your B2B account administration and B2C order processing — without requiring separate internal teams for each.
Accurate pricing applied to every order
Customer group pricing, custom price lists, and discount rules are validated at order entry — reducing the pricing disputes that damage B2B relationships.
Fulfillment edge cases managed consistently
Non-standard orders — custom configurations, B2B-specific packaging requirements, special freight — are handled according to documented processes.
Customer support for both segments
B2B and B2C customers receive consistent, policy-appropriate responses without your internal team managing both queues.
Returns managed without backlog
Return requests from both B2B and B2C customers are processed within your defined SLA — maintaining post-purchase satisfaction across both customer types.
Scalable as your BigCommerce store grows
The operations team scales with your order volume — whether you're growing your DTC business, adding B2B accounts, or expanding to new marketplaces.
Compatible Platforms & Systems
Our team adapts to your existing technology stack — no disruption to your current setup.
How Onboarding Works
A structured onboarding process gets your team trained, tested, and operational — typically within a few weeks.
Discovery Call
We learn your order volume, platforms, systems, and current operational challenges.
Process Mapping
We document your SOPs, escalation rules, and operational requirements in detail.
Team Assignment
We assign trained operations resources suited to your industry and platform.
System Training
Your team is trained on your specific systems, policies, products, and brand requirements.
Testing Phase
A controlled batch of orders is processed and reviewed to validate accuracy and workflow.
Go Live
Full operational handover begins with real-time communication channels in place.
Ongoing Reporting
Regular KPI reports and continuous process improvements throughout the engagement.
Security & Confidentiality
Outsourcing operational work means granting access to your systems and customer data. We maintain strict confidentiality and access controls throughout every engagement, with documented accountability at every step.
View Security PracticesHow We Measure Operational Performance
We track agreed KPIs and provide regular operational reports so you always have clear visibility into how your outsourced team is performing.
B2B Pricing Accuracy Rate
Percentage of B2B orders with customer group pricing correctly applied — measured through invoice dispute tracking.
Order Processing SLA
Percentage of orders processed (validated, routed, tracking captured) within the agreed daily window.
Customer Response Time (B2B vs. B2C)
Average response time tracked separately for B2B and B2C customers — since each has different SLA expectations.
Return Processing Time
Average time from return request to RMA and refund or exchange initiation across both customer types.
Fulfillment Coordination Accuracy
Percentage of orders communicated to your 3PL without errors requiring correction.
Quote Conversion Rate Support
Quote requests responded to and followed up within the agreed timeline — supporting your sales team's conversion efforts.
The Problem
A manufacturer selling B2C via BigCommerce and wholesale to 40+ business accounts found their inside sales team managing both order processing and account administration — with customer group pricing frequently misapplied and B2B order acknowledgements delayed by 1–2 days.
The Solution
A dedicated BigCommerce operations team was structured to handle both B2C order processing and B2B account administration. Customer group pricing was reviewed at order entry as a standard step. B2B acknowledgement turnaround was reduced through dedicated operator ownership.
The Outcome
B2B pricing discrepancies on invoices decreased significantly. B2B order acknowledgement times improved to same-day for most orders. The inside sales team focused on account relationships and new business rather than order administration.
Note: This is a representative example illustrating a typical engagement. Outcomes vary based on order volume, operational complexity, and business context.
Frequently Asked Questions
Related Services & Solutions
Ready to Reduce Your E-commerce Operations Workload?
Tell us about your order volume, platforms and current operational challenges. We'll recommend an outsourcing model that fits your business.
Request a Custom Outsourcing Plan
Complete this short form and an operations specialist will contact you within one business day.