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 carolineView original
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?
Just to clarify, if a placed order has already synched -- when it was initially placed, with a status of Awaiting Fulfillment, for example -- would a second placed order event be triggered for that same order when the status changes to Awaiting Pickup, in this scenario?
Would it be possible to add Awaiting Pickup to the Fulfilled Order statuses (Shipped, Complete) so that Awaiting Pickup would trigger a Fulfilled Order event?
Thank you for your help!
If a Placed Order event has already been triggered for the order, a second Placed Order would not be triggered. Unfortunately we don’t have the ability to set additional statuses to trigger Fulfilled Order events.
The other option would be to use BigCommerce’s webhooks to trigger custom code to make a call to Klaviyo’s Track API for a custom event.