Hello @Matteo,
Thanks for being a member of the Klaviyo Community!
Glad to hear you tried troubleshooting by updating and reinstall the plugin first!
Some other common reasons why despite having an up-to-date plugin version, the started checkout metric is not being recorded could be due to not being cookied when testing or if you are using a single step checkout page.
When testing, I would recommend using a private or incognito browser and cookieing your browser by following the steps below:
- Navigate to your website
- Add the following to the end of your store URL, replacing example@gmail.com with your email address:
?utm_email=example@gmail.com
- After you reload the page, search in Klaviyo for your email address
Using this method would ensure that the browser you are using is cookied and being tracked by Klaviyo. You can learn more about how cookies and Klaviyo’s web tracking works from the Guide to Klaviyo Web Tracking article.
Another possibility as to why your started checkout metric is not trigger is if you were using a single step checkout page. A started checkout metric is created when:
- A customer logs into their account, adds something to their cart, and then views the checkout page
- A customer adds something to their cart, views the checkout page, and enters a billing address.
Because a single page checkout process would allow users to enter their contact information, shipping option, and billing information, this would bypass Klaviyo’s ability in collecting the initial information required for the stated checkout metric and only record the placed order metric. Typically, a started checkout metric is recorded when a contact adds an item to their cart, goes to the checkout page and enters their contact information including their email address and proceed to the next page for shipping options. This process of moving from the checkout page to the next shipping option page submits the contact information and triggers the started checkout metric. As such, we would recommend using a multi-step checkout process as opposed to a single page checkout process to properly trigger the started checkout metric.
Lastly, a less common cause of this would be if you were using the Woocommerce Blocks plugin. At this time the Woocommerce Blocks plugin is not supported by Klaviyo as it does not pass the required information in order for Klaviyo to trigger the started checkout metric. You can read more about this in a similar Community thread below:
I hope this helps!
David