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Hi all - we just launch our brand on Shopify with a carefully mapped out flow of emails. over teh last few months/weeks we’ve noticed that some of the emails are not being delivered to the recipients. 

Not sure why, despite the 5 day delay on our emails some of them haven't gone out and it is well over 2 weeks. Can someone please help?

Thanks

A

Hey @Nadra 

Welcome to the Klaviyo Community! Thank you for reaching out about troubleshooting your flow!

There are a number of reasons why an email was either skipped or still waiting. First, do you have Smart Sending turned on? If Smart Sending is on and the customer was sent a campaign or started another flow, they may still be “waiting” because of your Smart Sending settings.

Next thing to think about is if customers are being “skipped”. There are a few different skipped reasons and understanding those will help you determine what you need address. You can find the skipped reasons for a message in your analytics .

Also, did you add any new messages to the flow after it went live? If your customers exited the flow before the new messages were added, you can back-populate the flow which will add them back into the flow where they left off. Check out this other community post from @mermaidzeli on the same topic! @Taylor Tarpley response is great and includes additional community post that you may find helpful.

Hope this helps! Thank you for being part of the Klaviyo Community!


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