Automated BigCommerce Stuck Order Triage
Every morning, WebRun opens BigCommerce, finds the orders sitting in awaiting payment or awaiting fulfilment longer than your limit, sorts them by how long they have waited and what they are worth, posts the triage list to Microsoft Teams, and texts the store manager by Twilio about the worst ones.
How do I find BigCommerce orders stuck awaiting payment or fulfilment?
WebRun opens BigCommerce every morning and finds orders sitting in awaiting payment or awaiting fulfilment longer than your limit, with the customer, value, and days waiting. It posts the triage list to Microsoft Teams split by status and texts the store manager by Twilio about the worst cases.
- No customer waits unshipped while the sales number looks fine
- Payment and fulfilment problems go to the right person
- The value tied up in stuck orders is visible every morning
Built for ecommerce managers · store operators · fulfilment teams · online retailers
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
login.bigcommerce.comin a real browser with your saved login - no setup, no API keys. -
1
BigCommerce - find the stuck orders
bigcommerce.com
WebRun opens BigCommerce to find the stuck orders. - Open BigCommerce and filter orders to awaiting payment and awaiting fulfilment
- Capture the order number, customer, value, and the date each status was set
- Work out how long each order has sat in that status against your limit
- Note whether a shipment exists or a payment attempt failed so the cause is visible. WebRun never cancels, refunds, or ships an order
Done when Every order past its limit is listed with its status, value, and days waiting.
-
2
Microsoft Teams - post the triage list
microsoft.com
WebRun opens Microsoft Teams to post the triage list. - Post today's triage list to your store operations channel
- Split awaiting payment from awaiting fulfilment so each goes to the right person
- Sort each group by days waiting, then by order value
- Show the total value tied up in stuck orders at the top
Done when The channel has today's stuck orders split by status and sorted by wait.
-
3
Twilio - text on the worst cases
twilio.com
WebRun opens Twilio to text on the worst cases. - Text the store manager when an order has waited past your escalation threshold
- Include the order number, the status, the value, and the days waiting
- Send one summary text rather than one per order
- Keep the recipients internal. WebRun never texts or emails the customer
Done when The manager has been texted about anything past the escalation threshold.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it cancel or refund a stuck order?
No. WebRun only reads order statuses and reports them. It never cancels an order, issues a refund, marks anything shipped, or changes a status, so no money moves without a person.
Does the customer get contacted?
No. The triage list goes to your internal Teams channel and the text goes to your store manager. Any message to a customer about their order is written and sent by a person.
How long is too long?
You set the limit per status, for example one day for awaiting payment and two for awaiting fulfilment. Anything past its limit appears on the list, and a second, higher threshold triggers the text.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.