How to realize when customer was online ?

Question

Hi All,I have a question. one of a customer opened a chargeback right on the day her order was delivered claiming that she never received the order while I can see from the tracking code that her order was delivered to her mailbox. she claimed that she reached out twice through contact us page regarding her order status but we never received her message to respond so she opened a chargeback. As I checked her Klaviyo profile, I cannot see if she were online on our website after the order was fulfilled. The last time she was online was Feb 28 when she opened a marketing email we sent her before order fulfillment. My question is, is Klaviyo able to record customer behavior whenever they go online on the website? or its possible that it miss something?

Ashley I. · Accepted Answer

Hi @sabaavvn,Welcome to the Community!Klaviyo does allow you to have Active on Site tracking. Depending on what platform your site is built on, enabling this tracking will be different peryour integration. You can read more details on how to enable this, or to check if it was already enabled here:Getting started with Klaviyo onsite trackingIf you are trying to find this data in Klaviyo, I would recommend Testing your onsite tracking to see if this data is properly being pulled in. If this was not properly enabled at the time of this customer’s website activity, that could be why you are not seeing an Active on site metric in their Profile in Klaviyo.Another possibility to also consider is that this user might have been logged into a different browser or device at the time of onsite activity that may not have been captured in their Klaviyo profile.When you add Klaviyo's onsite tracking to your site, we only track the browsing activity of "known browsers" — i.e. browsers that have visited, engaged, and been identified (or "cookied"), at least once before. Klaviyo will not track anonymous browsers. More details about this limitation are available here.In your specific use case, it might be more beneficial to check directly from the backend of your ecommerce site to evaluate this customer’s profile and their activity. Though the customer database synced in Klaviyo can be a helpful reference as a second source of data.--Hope this helps!-- Ashley Ismailovski

Brian Turcotte · Answer

Hi @sabaavvn!Site visitation is tracked via Active on Site tracking, which is a function of Klaviyo’s onsite Javascript (also known as klaviyo.js). If you are integrated with Shopify, BigCommerce, WooCommerce, Wix or Magento, then klaviyo.js is automatically enabled during integration. Otherwise, you would need to install Klaviyo.js manually.To get back to your point, customers may still go “untracked” even afterActive on Site tracking is enabled, depending on how they visit the site.Active on Siteis only able to track browsers that have been cookied in one of these ways:If someone has, at some point, clicked through a Klaviyo email to your website.If someone has, at some point, subscribed/opted-in through a Klaviyo form.If someone has, at some point, logged into your site and you have tracking installed.However, tracking can be negated if any of these things happen:If your customer clears their browser cache/cookies after being identified,Active on Sitetracking will not recognize them.If your site visitors are using a third-party ad-blocker during testing or site visitation, it can blockActive on Sitefrom identifying their browser.If you are ona custom integration,it’s possible that there can be custom design features that block/deterActive on Sitefrom identifying a cookied browser.Therefore, it’s possible that your customer cleared their cache or used an ad-blocker to avoid detection, but if they had to enter their email and/or sign in again to submit a contact request, then they likely wouldhave been cookied and identified again.I hope this helps to clarify, and thanks for using the Community!- Brian

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