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Hi there,

We use an external platform that automates our returns and exchanges. On Shopify it puts through exchanges as a new order (they come in under their own sales channel and get tagged with a unique tag).

Meanwhile on Klaviyo we have a feedback request flow that sends an email depending on how many orders that customer has placed. The problem we have is that currently the flow counts an exchange as a new order so it is registering that customer as a return customer and sending them an unwanted feedback email for their second order.

Is there a way we can exclude these exchange orders from our flow? We want the flow to only count orders that are not the exchanges.

This is the current set up for the flow:

 

And this is the trigger and conditions on the ‘Has placed Order equals 2 over all time’:

 

Thanks, Sid

Hi ​@SidHiscox, 

You said they get a tag added to the exchange items? If that is the case you should be able to exclude them from the flow by excluding items with that tag in the trigger. Here are some resources that should also be helpful

I hope this helps!

~Chloe

 

Try this and let me know: 

  • Create a Segment to Exclude Exchange Orders:
    Navigate to Audience > Lists & Segments > Create List / Segment. Choose Segment and add a descriptive name like "Exclude Exchange Orders". Define the segment to exclude orders with the tag "Exchange". How to exclude products, orders, or customers from review requests | Klaviyo Help Center

  • Add a Conditional Split in Your Flow:
    Open your flow and click on Add a Conditional Split. Set the condition to Person has placed order where Tag does not equal 'Exchange'. How to exclude recent purchasers from a campaign | Klaviyo Help Center

  • Ensure your flow filters are set to only include orders that meet the condition you set in the previous step.

  • Test your flow to ensure that it correctly excludes exchange orders and only counts genuine orders.

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