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Issue triggering placed order event to klaviyo in some instances

  • 6 August 2021
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Hey,

 

We have an issue with the abandoned cart flow. As klaviyo sometimes, does not pick up a placed order before its fulfilled. Therefore risking sending abandoned cart emails to people who already placed an order.

We use woocommerce and it is updated and the integration has been checked. We followed this guide: https://help.klaviyo.com/hc/en-us/articles/115002779411-Creating-an-Abandoned-Cart-Flow

 

Example of a customer who started the checkout and placed an order (She subscribed at the checkout, as she placed the order):

 

Why is the integration not picking up a placed order? Most times it does trigger the “placed order”, but in some cases like the one above it does not. Any experience with this type of issue?

 

In a majority of the cases, it looks normal:

 

Any help is appreciated

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Best answer by stephen.trumble 6 August 2021, 19:12

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Hey @HPB 

Great question, thank you for reaching out about this on the Klaviyo Community!

When it comes to the placed order metric, it is handled by the server-side API, while the checkout started event is handled by the Client-Side API and since they process a bit differently, it can sometimes causes a delay for the placed order metric. How often integrations sync, shows that your integration with Woocommerce should happen in real time, but there are occasional delays that can take up to 15 minutes for the event to be created in Klaviyo. As you have created the Abandon Cart Flow, if a customer enters this flow, they will stay in waiting for 4 hours before an email is sent. If they placed an order, the even metric should update before the Abandon Cart Email is sent to them, so you should not have to worry about your customers receiving emails that are not applicable to them. 

 

So although there may be a delay from time to time, your Klaviyo event metrics should update with the correct information well before the Abandon Cart Email is sent to your customer. 

Hope this helps explain why there are sometimes delays, but that as long as the event is updated within 4 hours, your customers will not receive your abandonment emails!

Thank you for being a part of the Klaviyo Community, we appreciate you!

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Hey @HPB 

Great question, thank you for reaching out about this on the Klaviyo Community!

When it comes to the placed order metric, it is handled by the server-side API, while the checkout started event is handled by the Client-Side API and since they process a bit differently, it can sometimes causes a delay for the placed order metric. How often integrations sync, shows that your integration with Woocommerce should happen in real time, but there are occasional delays that can take up to 15 minutes for the event to be created in Klaviyo. As you have created the Abandon Cart Flow, if a customer enters this flow, they will stay in waiting for 4 hours before an email is sent. If they placed an order, the even metric should update before the Abandon Cart Email is sent to them, so you should not have to worry about your customers receiving emails that are not applicable to them. 

 

So although there may be a delay from time to time, your Klaviyo event metrics should update with the correct information well before the Abandon Cart Email is sent to your customer. 

Hope this helps explain why there are sometimes delays, but that as long as the event is updated within 4 hours, your customers will not receive your abandonment emails!

Thank you for being a part of the Klaviyo Community, we appreciate you!

Will keep an eye on the update delay the upcoming days to ensure it happening before the wait of 4 hours. Appreciate the clarification!

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