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Open and Click records missing corresponding Send recrod


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We’re seeing an oddity in some merchants’ data where the Klaviyo UI and API are showing records for clicks and opens for a profile+campaign combination that does not have a corresponding send record. 

For example, the highlighted campaign in the screenshot below was sent on 2024-08-15:

This profile has an open record for that email. But even when filtering back to June 1, there’s no record of that profile every receiving that email. (This profile has only 1 Received email event prior to the open event in question, and it was from a different campaign.)

In what scenarios would an open be tracked for a campaign, but not a send?

I have seen a couple of posts asking why Klaviyo would have data for a click for a profile+campaign combination even though they don’t have an open record for that combination, but this is a little different. 

We’re seeing in some cases that 2% of a merchant’s opens don’t have a corresponding Received Email record

Best answer by Byrne C

Hi ​@ben_at_daasity 

Have you figured this out yet? It does appear a bit strange that a profile would record an Opened Email event without recording a Received Email event for that same campaign. I assume that you’ve double checked to ensure that this Received Email event is nowhere to be found on the profile, correct? It might be good to reach out to our support team at klaviyo.com/support, so we can take a closer look at this, and determine why this occurred!

Let me know if I can answer any additional questions.

-Byrne

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2 replies

Christiannoerbjerg
Expert Problem Solver II
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Hi ​@ben_at_daasity 

Thank you for posting in the Community!

I totally understand, why that issue seems frustrating and confusing. 

Could you elaborate a bit more about, what CMS integrations, that you have set and how much volume, that you have collected from the e-mail, that you’re referencing in your question? :-) 

Christian Nørbjerg Enger
Partner & CPO
Web: Segmento.dk
LinkedIn: @christianfromsegmento
Voldbjergvej 22b, 8240 Risskov


Byrne C
Community Manager
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  • Community Manager
  • 64 replies
  • Answer
  • January 23, 2025

Hi ​@ben_at_daasity 

Have you figured this out yet? It does appear a bit strange that a profile would record an Opened Email event without recording a Received Email event for that same campaign. I assume that you’ve double checked to ensure that this Received Email event is nowhere to be found on the profile, correct? It might be good to reach out to our support team at klaviyo.com/support, so we can take a closer look at this, and determine why this occurred!

Let me know if I can answer any additional questions.

-Byrne