Filtering Ordered Product Metric by Order Tags

Question

Hi! I am trying to create a custom metric for Ordered Product that excludes orders where someone was making an exchange or warranty request. We have a high rate of product exchanges based on size, so when using Marketing Analytics it looks like we have a ton of customers ordering the exact same item 1-2 weeks after first purchase. We know this isn’t accurate and that these are just people submitting exchanges for a different size.

Since the original orders aren’t refunded in Shopify, they’re not being filtered out of Ordered Product. I filter the exchanges out from our Placed Order metric using order tags, but since order data isn’t passed with the Ordered Product metric, I’m not sure how to handle that. Does anyone have a good idea of how to filter these exchanges out so that our suggested next best product and repeat purchase timing data actually are helpful?

Shittu_12 · Accepted Answer

I feel like klaviyo's ordered product event just doesn't include order tags,it's stuck at the line-item level, so there's no setting you're missing that would let you filter exchanges out directly there. I’ll suggest you ask your exchange app to route exchanges through a draft-order flow instead of creating a normal shopify order, so the duplicate never shows up at all.You canreach out to klaviyo support and see if they're able to map exchanges into the exclusion settings some marketing analytics customers already have for refunds and cancellations.

cartergray23456 · Answer

I don't think this can be done if the exchange information only exists on the Placed Order event. Since Ordered Product doesn't inherit order tags, there's nothing to filter on. If your exchange app can add a custom property to the Ordered Product event (or send exchanges as a separate event), you can build a custom metric around that. Otherwise, this seems to be a current limitation, and I'd recommend checking with Klaviyo Support or the exchange app's documentation to see if they expose exchange metadata for product events.

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