Hi everyone! Please can someone give me some advice?
I am having trouble with 2 flows that I created. The crazy thing is that they worked perfectly for months, but without me changing anything- I have had trouble for the last 2 month.
Flow 1: Post sales Flow- The trigger was set as when someone “fulfills an order”. This flow only sends to some of my customers! (it doesn’t show that the emails bounced. The email just doesn’t send)
Flow 2: An Abandon cart Flow - this occasionally sends correctly, but lately has sent to a few people up to 4 hours after they purchased. (And I checked that they didn’t have more than one basket”.)
This is causing so much frustration! The Post sales flow has NB info, and Abandon cart flow causes panic for someone who has paid!
Does anyone have any advice?
Thank you! Kira
Best answer by david.to
On top of the great suggestions that
If you have an integration that doesn't sync immediately, note that qualified profiles will still be scheduled for the first step in a flow as long as the information for the triggering event is synced into Klaviyo within four hours of the event occurring or, if a time delay is the first step after the trigger, as long as the sync falls within the timeframe of the time delay — whichever comes last. If the difference in the synced (i.e., recorded) time and the actual time for an event is greater than both the four-hour default window and the time delay, they will be skipped from the flow. Refer to this article for details on how often your integration syncs data into Klaviyo. If you continue to see issues, please contact support.
An example of the above scenario would be if a customer’s Fulfilled Order event occurred at 5:00pm from your integration but was not synced to Klaviyo and recorded by Klaviyo until 10:00pm. Since the recorded timestamp exceeded four hours, this contact would not be served your Post Purchase flow.
Another scenario that may occur would be if a customer completed a purchase; thus triggering both the Started Checkout event and the Placed Order but the Started Checkout event was not recorded until after Placed Order event was recorded. This would cause the Abandoned Cart flow to be served to your customers despite them placing an order. Without a Placed Order event being recorded after the Started Checkout event, customers would not adhere to the flow filter of “Placed Order zero times since starting this flow”. This is because the contact would technically be triggering the Abandoned Cart flow after the Placed Order event when the Started Checkout event was recorded.
You can see if either one of these scenarios is the culprit to your flows by clicking on the timestamp of these events within the contact’s profile to review the raw metric and event data as detailed in the How to View Raw Metric or Event Data in Klaviyo article. If you were noticing the first scenario occurring, I would recommend reviewing your integration and ensuring that the integration is healthy and that it is sending Klaviyo data in a timely manner. If the second scenario was occurring, I would advise on potentially increasing the time delay between your trigger and the first email to be no less than two hours as often times data can take upwards of an hour to sync to Klaviyo.
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