Problem with 'On Hold' order status woocommerce

Question

Hey, I recently started using Klaviyo for email marketing with my WooCommerce store. I set up the suggested abandoned cart flow from klaviyo which is using the “Started Checkout” trigger event. The issue that I am facing is that when the order is with status ‘On Hold’ it doesn’t trigger the ‘Placed Order’ event in Klaviyo and the flow filter is not working thus users receive an abandoned cart email even though they indeed placed an order. I stumbled upon the same problem:

but there is no answer. Can someone assist?

emma.owens · Accepted Answer

Hi ​@vasilevavveronika!Thank you for reaching out to the Community! For your above issue, Klaviyo can actually make an adjustment to your WooCommerce integration so that ‘On-Hold’ orders do trigger a Placed Order event. In order to do so, I would suggest reaching out to our support team via email or chat and they can make this adjustment for you.I hope this helps!

Ojuade Peace · Answer

It sounds like the "On Hold" order status is preventing the "Placed Order" event from triggering in Klaviyo. Here's a potential fix:

1. Check Order Status Settings: Ensure that your WooCommerce settings are configured so that the "Placed Order" event triggers properly for all relevant order statuses, including "On Hold." Sometimes, Klaviyo might not register certain statuses unless they’re explicitly included.

2. Update the Flow Filter: Modify your abandoned cart flow to account for the "On Hold" status. You could add a condition that checks for "On Hold" or any other relevant order statuses that might be causing the issue.

3. Use Custom Events: If the built-in triggers aren’t working as expected, you can set up a custom event to trigger when the order status changes to "On Hold" or "Completed" and use that as your trigger in Klaviyo.

4. Test: After making changes, test the flow by placing an order with the "On Hold" status and verify if the email is being triggered.

You may want to reach out to Klaviyo support for more guidance if the issue persists.

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