We suddenly see Klaviyo totally messing up our customers profiles locations. Even if they where located in a certain country (based on their first order from us) Klaviyo changed the country in their profile based on their zip code. The zip code is also present in other countries so it seems like Klaviyo just by random changed the country for A LOT of our customers profiles. This means we cant segment on country any more since the data is not accurate.
We are awaiting response from support but need this solved ASAP: Anyone had similar issues in the past and know how to solve it?
Best answer by Paul S
Typically, there are 4 ways Klaviyo updates a user’s location which are listed below:
- A profile's first Opened Email event (but has never purchased): Klaviyo uses IP to update timezone and location.
- A profile makes his/her first purchase: Klaviyo uses the billing address from the purchase event data to update location and timezone.
- A profile opens an email any time after making a purchase: Klaviyo will update timezone, but not location.
- A profile's repeat purchase events: Klaviyo uses the billing address from the purchase event data to update location and timezone.
In your case, it seems like we’re running into an issue with the updates to a profile after a person makes their purchase and the billing address not getting applied correctly or overriding the current information with incorrect information?