My store has recently opened a brick-and-mortar shop, so in addition to shipping goods to customers, customers also have the option of picking their items up at the shop. When customers choose the pickup option, we manually change the order status in BigCommerce to “Awaiting Pickup” when the order is ready. Ideally, we want this status change to trigger a flow in Klaviyo to send an “order is ready for pickup” email. Because this is a manual change on BigCommerce’s back end, there isn’t a part of our website that I can add Track code to -- at least, not that I’m aware of. Does anyone know of a way to get Klaviyo to see this as an event? Or have other ideas how to trigger this flow?
Best answer by caroline
By default, Klaviyo has a list of incomplete order statuses for BigCommerce, and when we poll for new orders, we sync any orders that do not have one of the following statuses as a “Placed Order”: Incomplete, Pending, and Awaiting Payment. We do have the ability to remove statuses from the list of incomplete order statuses, so we might be able to configure your account to trigger Placed Order events when the order’s status is set to “Awaiting Pickup.” However, to send a flow to just the customers whose Placed Order event was triggered by the switch to the “Awaiting Pickup” status, you would need some other property to filter on, since your Placed Order metric would also be triggered by regular Placed Orders when customers do not choose the pickup option. Is there some other property on these orders that you could use to filter the Placed Order events?