Dutch platform🛡️ GDPR-compliant🤝 Retain human control ISO 27001 certified ISO 9001 certified
LIGHTSPEED INTEGRATION × NEXREPLY
Lightspeed has your webshop data. NexReply ensures customers get the right answers.
Lightspeed knows everything about your orders. But as soon as customers ask questions, that information is spread across multiple systems. NexReply brings it together. It reads customer enquiries, retrieves live data from the Lightspeed eCom API, fulfilment systems and carriers, and immediately turns it into an accurate answer.
Not a chatbot. An existing operational platform that automates your Lightspeed communications in a controlled way.
Automate your Lightspeed online shop customer service with NexReply
Through direct, deep integration with the Lightspeed eCom API, NexReply retrieves real-time customer and order details. There is no longer any need to search manually for shipping information, payments or order logs.
Always accurate order data
NexReply communicates directly with the Lightspeed API. Order data, address validations and return statuses are read directly and translated into clear, personalised responses.
Trigger automatic actions
Not just answers, but actions too. Through API connections, NexReply can perform actions directly in Lightspeed, such as putting orders on hold or verifying duplicate orders.
No costly time wasted
Your support team no longer has to switch constantly between your inbox and the Lightspeed admin panel. This saves up to 4 minutes per incoming ticket.
Features
What is connected?
NexReply synchronises with all the crucial data points in your Lightspeed environment to make customer service seamless and error-free.
Orders & order lines
Product titles, SKUs, quantities and prices visible at a glance.
Shipping status
Has the order been processed, prepared or partially shipped?
Customer details & email
Directly link customer history, email addresses and previous orders.
Product information
Direct status updates on backorders, sizes, colours and product availability.
Payment status
Insight into payments via iDEAL, PayPal or credit card directly in Lightspeed.
Track & Trace updates
Live status updates from PostNL, DHL, DPD or other carriers.
Return status
Insight into registered returns and completed refunds in the webshop.
Webhooks
Real-time triggers for immediate updates when orders change.
Real-time API Integration
Real-time data from your Lightspeed store
NexReply retrieves live information via the Lightspeed eCom API. No outdated snapshots, but the absolute truth at the moment of the customer’s enquiry.
Order & Processing Status
Retrieve Unfulfilled, Fulfilled or Partially Fulfilled statuses directly.
Carrier Track & Trace
Full PostNL, DHL, DPD or Bpost integration data immediately visible.
Return Status & Refund Processing
See whether a return has already been received in the Lightspeed dashboard.
Inventory levels & availability
Check immediately whether a product is available to tackle backorder queries.
The Process
What happens when a Lightspeed customer asks a question
Scenario: A customer emails: 'Where is my order?'
1
Match customer & order
NexReply immediately matches the sender to the correct Lightspeed order, even with multiple active orders.
2
Check status
The platform retrieves the current status: is the parcel packed, in transit or handed over to the delivery company?
3
Retrieve carrier data
NexReply checks the carrier's live Track & Trace data for any current delays.
4
Analyse events
Are there exceptions such as partial deliveries, backorders or failed delivery attempts?
5
Generate response
A personalised, factually correct response is prepared in your unique brand voice.
Support
Typical Lightspeed questions you automate
Instead of standard templates, NexReply configures dynamic responses based on the specific customer enquiry.
Where is my order?
Including current Track & Trace, carrier status and any reported delays.
Order not yet shipped
Insight into fulfilment status, processing time and any stock problems.
Returns and refunds
Status updates on returns and refunds directly through Lightspeed.
Partial deliveries received
Clear communication about partial deliveries, subsequent deliveries or temporary backorders.
Change or cancel an order
Put the order on hold directly in Lightspeed to prevent shipping errors.
Eligibility for discounts or promotions
Link unique discount codes through the API as compensation or a service gesture.
Events & Actions
Automate customer service based on real events
NexReply responds to what is actually happening in your webshop operations, not just to isolated text patterns.
Lightspeed shop events
Order created and paid in Lightspeed
Fulfilment started or shipped via PostNL
Track & Trace active but no physical movement
Return registered but not yet received
Refund successfully completed in Lightspeed eCom
Dynamic Response Selection
These events directly determine the tone and content of the response. Has a parcel been delayed? The system immediately offers an apology and a tracking link. Has it not been packed yet? The customer is then given the option to cancel the order directly with one click.
INFRASTRUCTURE OVER TEMPLATES
The Vision
Not a chatbot. Infrastructure on top of Lightspeed.
Traditional chatbots guess what a customer means and produce a standard text. NexReply actually resolves the problem behind the scenes.
The traditional chatbot
Often misunderstands context, cannot perform actions in Lightspeed and usually still leaves a frustrated customer wanting to speak to a human agent.
NexReply Integration
Connected to your live systems. Performs controlled actions directly (change an address, retrieve refunds) and guarantees 100% accurate responses based on your current order data.
Ecosystem
Works with your existing stack
NexReply is not a replacement for your helpdesk or e-commerce tools, but the connecting factor between them.
PostNL
Track & trace and live delivery status available directly for customer responses.
NexReply connects to virtually any system where customer data is available via the API.
Implementation
How does implementation work?
You can be live within a few days with our Lightspeed integration. No complicated IT projects.
1
Connect your Lightspeed shop
Connect your shop within one minute through our secure Lightspeed API integration.
2
Configure logic
Set your preferred response rules, return periods and escalation settings.
3
Connect your helpdesk
Connect NexReply to Zendesk, Trengo, Gorgias or your shared inbox.
4
Verified live
Start in 'draft' mode to review responses, then switch over.
In practice
How an outdoor brand automates 70% of Lightspeed customer enquiries
70%
Handled automatically
Resolved immediately without intervention from a support agent.
< 4 min
Average response time
Customers receive immediate answers, significantly improving their experience.
24/7
Always available
Immediate responses at weekends and during seasonal peaks too.
A Dutch outdoor brand sells through Lightspeed eCom. In peak season, the team receives hundreds of customer enquiries daily, mainly about deliveries of panniers, camping equipment and rainwear. Manually switching between Lightspeed and inboxes took hours of work every day.
With NexReply, Lightspeed messages are automatically linked to order data, enriched with shipping status from PostNL/DHL and answered in the brand's house style. The team now only handles return disputes and product complaints. Customer satisfaction increased significantly.
E-commerce Manager
Outdoor & Travel brand - Lightspeed webshop
FAQ
Frequently asked questions about the Lightspeed integration
Can NexReply handle Lightspeed customer queries completely automatically?
Yes. NexReply integrates seamlessly with the Lightspeed eCom API. This means real-time access to order statuses, shipping details and return information for all your orders.
How does NexReply know which order belongs to a customer?
The system searches your Lightspeed database for an exact match using email address, phone number and order references.
Does this work with our existing helpdesk?
Absolutely. We connect directly with all the major systems, such as Zendesk, Trengo and Gorgias. You do not need to change your way of working.
What happens with exceptions?
Exceptions are detected automatically and forwarded directly to a human agent, including full context and stored data.
Is this a Lightspeed chatbot?
No. NexReply is an operational platform for e-commerce customer service. It automates email responses using real order data and business rules.
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