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Problem with Product block using Catalog - not showing images on some products

  • 7 April 2021
  • 4 replies
  • 89 views

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The issue I’m having, is for a regular Email template… not any kind of automated flow.

We want to send out a monthly note to our customers, where we can highlight “special” items.

These are different products, and are hand picked, so I am not creating or using any kind of feed.  I’m pulling them directly from the catalog

However, about 25% of the time (and it isn’t always the same item) items are added with no image like below

If I send to a test segment, sometimes the same images are missing… sometimes other images are missing.

When we send to our customers, same results.  Some customers see all images, some don’t see some, etc...

Am I missing something here?

I thought I was keeping this uber simple….  The product Catalog (from what I can tell) is a real time feed from Shopify, so no Import process needed.4

No Table block

No product Feeds

No Flow automation

just a simple Manual email template with manual product selection from catalog.

 

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Best answer by dov.derin 15 April 2021, 20:57

Hi @CraigWilsonHfx,

Thank you for sharing this information with the Klaviyo Community and for your follow-up note.

First of all, the food looks delicious. And with respect to the issue, you are on the right track - in fact if you update the item’s image after it was added to the template, that would cause it to break.

For items like this, the solution is to manually remove the item with the broken image and re-add it.

You can achieve this by first clicking the product block and hovering over the number of the item with the broken image (a little x will appear), click it to remove the item from the feed.

Next, click the + button and re-add the same item (re-adding the item can be done by referencing the name or ID, it is case sensitive) and it should display the item with the new updated image.

Thanks and have a great day.

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Wait…  I thought it might have had to do with changes happening to the item after it was added to template but before it was sent) like a price change or Title changes), as I noticed some examples where the images weren’t showing, and those items had changes.

But I’ve found items that did NOT lose their image but had similar changes, so that’s not likely it.

 

NOTE: I’m aware of the 0 inventory issue… all of these items have more than enough inventory.

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Hi @CraigWilsonHfx,

Thank you for sharing this information with the Klaviyo Community and for your follow-up note.

First of all, the food looks delicious. And with respect to the issue, you are on the right track - in fact if you update the item’s image after it was added to the template, that would cause it to break.

For items like this, the solution is to manually remove the item with the broken image and re-add it.

You can achieve this by first clicking the product block and hovering over the number of the item with the broken image (a little x will appear), click it to remove the item from the feed.

Next, click the + button and re-add the same item (re-adding the item can be done by referencing the name or ID, it is case sensitive) and it should display the item with the new updated image.

Thanks and have a great day.

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Thank yoiu for reply… Greatly appreciate it.

Is it just image updates that cause the image to go blank?  

What about updates to Price, inventory, Description/title?

Userlevel 4
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Hi @CraigWilsonHfx,

Thank for your reply.

Typically, yes. However, to be more specific, ultimately updates to the image link would cause the image to break. In the vast majority of cases, this will be due to an image change.

However, it may be possible that the image link can be updated within Shopify when another change is made, such as an item name is updated. I have not seen this in my experience but you may want to confirm with Shopify if it’s possible for a change in name (or another field) to ultimately impact the image URL. So other changes may have the potential to impact the image URL. 

Regardless, you are taking the right steps by sending a preview beforehand, double-check the images and update within the Klaviyo template as needed to ensure the email sends as intended.

Thanks and have a great day!

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