Commerce context

Every order behind every customer conversation.

SignalBX resolves the customer behind a message and brings their orders, fulfillment, tracking, payments, and refunds into one read-only support view.

Start your workspace Explore the commerce profile

Customer profile

Identity, address, tags, order count, and lifetime value.

Orders

Status, totals, items, payment state, and fulfillment state.

Shipments

Direction, carrier, service, tracking number, and ETA.

Tracking events

Latest status, description, location, and event time.

Payments

Authorized, captured, failed, refunded, and settlement state.

Refunds

Amount, reason, status, processing time, and failure details.

Provider provenance

See which connected system supplied each canonical record.

Pending issues

Surface open orders, shipment exceptions, failed payments, and refund risk.

One connected profile

Stop reconstructing the customer from browser tabs.

SignalBX resolves the contact safely, then assembles a bounded, current view of the commerce records the support team actually needs.

Contact commerce profile Illustrative data · read-only provider context

Orders12across connected sources

Lifetime value₹48,760canonical order total

Average order₹4,063currency preserved

Pending issues1shipment exception

Recent ordersNewest first

#10428Placed 28 Jul, 10:42

Needs attention

OrderOpen

PaymentPaid

FulfillmentIn progress

Total₹4,299

Order placed28 Jul · 10:42

Payment captured28 Jul · 10:43

Shipment delayedDelhi Hub · 30 Jul

Expected delivery1 Aug

#10397Delivered 22 Jul

Paid · Fulfilled₹3,840

#10311Refund processed 14 Jul

Refunded₹2,199

Grounded resolution

Answer the question the customer actually asked.

An order number is not an answer. Agents need the latest connected facts, the exception that matters, and a next step they can own.

Put the latest shipment event and delivery estimate beside the thread
Separate order, payment, delivery, and refund issues before replying
Prepare an editable response grounded in the resolved context

Resolution workspaceConversation + canonical context

Aarav MehtaWhatsApp · 2 minutes ago

Delivery risk

My order was supposed to arrive tomorrow. Is it still on time?

Order #10428 has a delay at the Delhi hub. The current estimate is 1 August. I’m assigning this to fulfillment to confirm the revised delivery date.

Resolved contextOrder #10428

Order: Open
Payment: Captured
Shipment: Delayed
Latest event: Operational delay
Location: Delhi Hub
Current ETA: 1 August

Safe customer resolution

Useful context starts with the right customer.

SignalBX prefers an explicit commerce customer ID. When one is not available, it can resolve by normalized email and phone while refusing to guess when the best match is ambiguous.

Strongest signalExplicit customer ID

Resolved

Identity matchEmail + phone

Resolved

Single signalEmail or phone

Matched carefully

Multiple best matchesAmbiguous identity

Context withheld

Provider-neutral by design

One commerce shape. Every support surface.

Provider records are normalized into SignalBX-owned customer, order, fulfillment, shipment, tracking, payment, and refund entities—with source provenance preserved.

customer orders shipments payments refunds

GET/api/v1/contacts/:contactId/commerce-profile

{
  "resolution": {
    "status": "RESOLVED",
    "matchedBy": "EMAIL_AND_PHONE"
  },
  "summary": {
    "orderCount": 12,
    "pendingIssueCount": 1
  },
  "recentOrders": [ ... ],
  "recentShipments": [ ... ],
  "recentPayments": [ ... ],
  "recentRefunds": [ ... ]
}

Keep the systems of record

Connected facts, without replacing your commerce stack.

SignalBX keeps provider-owned systems in place and gives customer-facing teams a shared, read-only operating view of their linked records.

Shopify

Customers, orders, line items, totals, payment state, and fulfillment state.

Commerce

Shiprocket

Shipments, tracking numbers, carrier service, delivery estimates, and tracking events.

Logistics

Razorpay

Payment authorization, capture, failure, refunds, and settlement context.

Payments

Stripe

Payment intents, charges, refunds, failure details, and payout state.

Payments

Questions become resolvable

The context behind the highest-friction conversations.

Delivery

“Where is my order?”

See shipment status, the latest tracking event, its location, and the current delivery estimate.

Order + shipment + tracking

Fulfillment

“Can I change the address?”

Check whether fulfillment has started and whether the shipment has already been picked up.

Order + fulfillment + shipment

Payments

“Why was I charged twice?”

Review linked payment records, captured amounts, methods, failures, and refund state.

Order + payments

Refunds

“Where is my refund?”

See the linked payment, refund amount, processing status, reason, and any failure details.

Payment + refund

Returns

“Has my return reached you?”

Distinguish forward, return, and exchange shipments and review their latest events.

Shipment direction + tracking

Customer value

“What should we prioritize?”

Review pending issues with order history, lifetime value, and the current conversation context.

Profile + summary + issues

Context you can operate on

Current, bounded, and accountable.

Commerce context is only useful when teams understand where it came from, how it matched, and what happens when provider data is incomplete.

Provider provenance: Each customer, order, shipment, payment, and refund can carry its connected source badges.
Bounded profile reads: Recent lists are deliberately limited and ordered by the most relevant source timestamps.
Tenant boundaries: Customer resolution and every commerce query remain scoped to the authenticated tenant.
Permission checks: The commerce profile requires both contact-read and commerce-read access.
Visible uncertainty: Not-found and ambiguous identity states return no commerce profile instead of an unsafe guess.
Operational recovery: Sync, replay, dead-letter, reconciliation, and health paths keep provider failures visible.

Commerce context questions

What teams need to know before connecting the stack.

Does SignalBX become the system of record for orders and payments?

No. Connected commerce, logistics, and payment providers remain the source systems. SignalBX maintains canonical, read-only context for customer operations and preserves provider provenance.

How does SignalBX connect a conversation to the right customer?

SignalBX first uses an explicit commerce customer ID when available. Otherwise it can match normalized email and phone identities. If multiple candidates are equally strong, the profile is marked ambiguous and customer context is withheld.

What appears in the commerce profile?

The profile can include customer details and summary metrics plus recent orders, shipments with latest tracking events, payments, and refunds. The exact context depends on connected providers and available source data.

Can agents change an order or issue a refund from the profile?

The commerce profile is a read-only operating view. It gives the team the facts needed to answer, route, or follow an approved workflow without silently changing a provider-owned record.

Does commerce context work outside WhatsApp?

Yes. Commerce context belongs to the resolved customer, so it can support conversations across configured messaging channels such as WhatsApp, email, SMS, Viber, and RCS.

Resolve with the whole record

Give every conversation its commerce context.

Put customer, order, fulfillment, tracking, payment, and refund facts beside the message—and give the right owner a clear next step.

Start your workspace Contact us