Hello @alexandra1,

Thanks for sharing your question with the Klaviyo Community!

Some things I would recommend checking to ensure your flow is actually set up correctly if first ensuring that your Cancelled Order event shared from WooCommerce is actually triggering and being recorded. Klaviyo overall is an ingestion tool that can only act on the data that is being synced to it. You can check to see if this event is being synced to Klaviyo accurately by navigating to the Analytics tab and going to the WooCommerce Cancelled Order metric. In the event you are not actually seeing these events sync through, this may indicate some sort of integration issue which I would suggest reaching out to support to have a closer look at your account and integration.

If events are being synced through, I would ask yourself, how long ago was the last Cancelled Order event recorded and when did you create this flow? Flows will only trigger since a flow has been created and would not retroactively be served to those who may have triggered the corresponding trigger event in the past. Since it also appears that you have a one day time delay after the initial trigger, I would suggest checking to see if your customers may actually be in “Waiting” status of the Conditional Split that precedes your emails. Through checking into your recipient’s activity within the conditional split, you can also see the number of contacts that have been navigated down the Yes or No branch.

Another thing I would ask myself when troubleshooting this flow is: has there been any changes to this flow since it was created? Similar to how contacts would not be served a flow retroactively, this would also apply to any changes that were made. If there were any changes made to the flow since the flow’s creation and being set Live, those new changes would not apply to those customers who may have either been triggered or excluded from the flow from its original setup. 

To further troubleshoot this flow and learn more about how flows and contacts are navigated through them, I would suggest taking a look at the following Help Center articles Klaviyo offers on the subject:

• Troubleshooting a Flow
• Getting Started with Flows
• About Using Time Delays near Splits
• Guide to Flow Branching
• How to Add a Conditional Split to a Flow
• How Contacts Move Through a Flow
• How to Review the Changelog for a Flow

I hope this helps! Have a great day!

David

Hello,

thank you very much for the fast and detailed answer. I checked Analytics, and it shows only af ew cancelled order in a period of 2 weeks, but there were about 100. Other events are synced correctly and my other flows are also working.

So i will reach out to the support, somehow the cancelled order event is not synced correctly.

Thanks