I need support. I thought I had installed a very basic application with a simplicity to send an automated email, but it really doesn't work well and is very archaic. I need help because when my customers buy a product I want them to receive a message with all the content of the program.
The problem is this: Some customers get the email and some don't and yet they buy the same product. How to solve this problem?
Thanks
Best answer by retention
@Ski Chic-Chocs - Hey, welcome to the community. If you want a customer to receive an email after they purchase a product, you should have a “Post Purchase Flow” that’s typically triggered by either a “Placed Order,” “Ordered Product,” or “Fulfilled Order” event if you’re on Shopify.
There are some nuances between those events, so use the event that makes the most sense to you. From what you explained, there could be a few issues:
First, make sure you are properly integrated with your ecommerce platform to Klaviyo. And that all the events are firing into Klaviyo. If you go to Integrations → Shopify (example), you’ll see a panel of “Recent Data” that tells you all the metrics that Klaviyo is receiving. Looks like this:
Make sure your Post Purchase Flow is triggered by one of the purchase events / metrics. If you are getting some emails being sent (but not others) - double check which event / metric triggers the email - perhaps it’s not what you expected. For example, if it’s triggered on “Fulfilled Order” - then that Flow doesn’t start until the order is marked as Fulfilled - so that user won’t get an email until that happens. You can reference Klaviyo’s guide on this here for more context: Guide to Creating a Post Purchase Flow
Make sure you don’t have any Flow Filters that might be excluding certain people. Open your Flow and see if you have any Flow Filter rules set and that rule is what you expected. Klaviyo explains what a Flow Filter is here: About Flow Triggers and Filters
In the Flow Message, make sure you don’t have “Smart Sending” turned on. Smart Sending prevents emails from being sent if they’ve received another email in the time period you set in your Account Settings. (Typically, it is 16 hours).
In the Flow Message, make sure you don’t have any Message Filter rules for that single Message. Similar to the Flow Filter, these rules allow you to make additional conditions for this specific message. More details here: Setting an Additional Filter for a Single Flow Message
Lastly, you can click on any message in a Flow and review its Recipient Activity. To do this, select the message, and in the left hand side, click on “View All Analytics.” Then click on Recipient Activity on the top. At the top of this page, you can see all the emails that were sent, skipped or “Other” issues. It looks something like this:
Sometimes emails are not sent because they are skipped because a user unsubscribed, emails bounced, or marked as spam, etc. More details about “Recipient Activity” is in this doc: Flow Analytics : Review Recipient Acitivity.
If you share with us your Flow or more specific details, we might be able to help troubleshoot!
@Ski Chic-Chocs - Hey, welcome to the community. If you want a customer to receive an email after they purchase a product, you should have a “Post Purchase Flow” that’s typically triggered by either a “Placed Order,” “Ordered Product,” or “Fulfilled Order” event if you’re on Shopify.
There are some nuances between those events, so use the event that makes the most sense to you. From what you explained, there could be a few issues:
First, make sure you are properly integrated with your ecommerce platform to Klaviyo. And that all the events are firing into Klaviyo. If you go to Integrations → Shopify (example), you’ll see a panel of “Recent Data” that tells you all the metrics that Klaviyo is receiving. Looks like this:
Make sure your Post Purchase Flow is triggered by one of the purchase events / metrics. If you are getting some emails being sent (but not others) - double check which event / metric triggers the email - perhaps it’s not what you expected. For example, if it’s triggered on “Fulfilled Order” - then that Flow doesn’t start until the order is marked as Fulfilled - so that user won’t get an email until that happens. You can reference Klaviyo’s guide on this here for more context: Guide to Creating a Post Purchase Flow
Make sure you don’t have any Flow Filters that might be excluding certain people. Open your Flow and see if you have any Flow Filter rules set and that rule is what you expected. Klaviyo explains what a Flow Filter is here: About Flow Triggers and Filters
In the Flow Message, make sure you don’t have “Smart Sending” turned on. Smart Sending prevents emails from being sent if they’ve received another email in the time period you set in your Account Settings. (Typically, it is 16 hours).
In the Flow Message, make sure you don’t have any Message Filter rules for that single Message. Similar to the Flow Filter, these rules allow you to make additional conditions for this specific message. More details here: Setting an Additional Filter for a Single Flow Message
Lastly, you can click on any message in a Flow and review its Recipient Activity. To do this, select the message, and in the left hand side, click on “View All Analytics.” Then click on Recipient Activity on the top. At the top of this page, you can see all the emails that were sent, skipped or “Other” issues. It looks something like this:
Sometimes emails are not sent because they are skipped because a user unsubscribed, emails bounced, or marked as spam, etc. More details about “Recipient Activity” is in this doc: Flow Analytics : Review Recipient Acitivity.
If you share with us your Flow or more specific details, we might be able to help troubleshoot!
By clicking “Accept All Cookies,” you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts.
Privacy Preference Center
Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies
Site Analytics
Your Privacy
When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalized web experience. Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.
Privacy Notice
Strictly Necessary Cookies
Always Active
These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.
Performance Cookies
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.
Functional Cookies
These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.
Targeting Cookies
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.
Site Analytics
These cookies record your visit to our website, and are used to track your visit including information such as: web page interactions (clicks, hovers, focus, mouse movements, browsing, zooms and other interactions), referring web page/source through which you accessed the Sites, heatmaps and scrolls, screen resolution, ISP, and statistics associated with the interaction between device or browser and the Sites. If you are accessing our Services with a European IP address, you have been asked to consent to the use of these cookies (you are free to deny your consent).