My client has a custom app in Shopify with a custom trigger which we’re using to fire off a ‘Track Event’ response in Shopify Flow. This should be sending a metric/event to Klaviyo containing some json data. At the same time in the configuration, we’re sending Customer Properties with the same data set.
What we’re seeing is that the event/metric is showing in Klaviyo, however the data is empty. On the flipside, the customer properties are being updated without any issues. This all happens in the same flow.
Can anyone help shed some light on why the customer properties are being updated by the actual event data is not being populated?
See screenshots below:
Flow connector configuration
Empty JSON data in Metric/event for this particular profile
Customer Profile and properties with same data populated
Welcome to the Community! Happy to share some insight here!
So it appears that both the custom properties and event properties payloads are using the same data properties. In my experience when I’ve seen this happen, typically only the custom property will be created, which would explain why the event is processed, but with no event data. Essentially by having the custom properties and the event properties as the same name, it causes some confusion in Klaviyo.
However, I see that the $email property is missing from these payloads and I have seen issues arise when this could be absent, however I can’t be sure without looking more closely into your account. I would recommend reaching out to our awesome support team as they will be able to provide more clarity and insight into the backend of your account and what could be happening here so you can find a solution!
Welcome to the Community! Happy to share some insight here!
So it appears that both the custom properties and event properties payloads are using the same data properties. In my experience when I’ve seen this happen, typically only the custom property will be created, which would explain why the event is processed, but with no event data. Essentially by having the custom properties and the event properties as the same name, it causes some confusion in Klaviyo.
However, I see that the $email property is missing from these payloads and I have seen issues arise when this could be absent, however I can’t be sure without looking more closely into your account. I would recommend reaching out to our awesome support team as they will be able to provide more clarity and insight into the backend of your account and what could be happening here so you can find a solution!
@wesleyr - If I can chime in here, to troubleshoot this a bit further while you wait for an official response, have you tried separating these into two distinct “Track Events” actions in Shopify Flow? I’m wondering if having both of them in the same Event Call is running into some payload size, ambiguity, throttling or API limiting issues that isn’t apparent.
Try dragging out another “Track Event” so you have two actions - one that Populates the Customer Profile chained to a second action that sends a Metric/Event to Klaviyo.
