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Removing people from segment for cancelling order, but then allowing them back on

  • December 10, 2024
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Hello! My company has a product and service that people subscribe to. Currently, I have a segment set up so that when people subscribe to the product, they are added to our subscriber newsletter, and that is how they get important updates, such as shipping timeframes, about their subscription. If a customer cancels, I have the segment set up so that they will be removed from the list by using:

“What somebody has done > cancelled order zero times (over all time) where *Items = (name of item).”

Which I found from another helpful post on the forum. However, I do have a question and am hoping there’s a good way to tweak this for our situation. Our customers might cancel their subscription for a time but then sign up again at a later date (this is very common in my industry, and I’m talking about actual cancelling, not just a temporary pause--we offer that, too). If I have it set up as above (cancelled order zero times over all time), does that mean that if they sign back up again, they wouldn’t be added back to the list? 

Best answer by retention

Hi ​@smags, first of all, welcome back to the community!  

So using your Segment definition addition with:

What somebody has done > cancelled order zero times (over all time) where *Items = (name of item).”

 

This would not let anyone that “cancelled order” back in the Segment since that is how you define it. 

If you’re looking to build a Segment of active product subscribers, then what I found to be useful is to have a Custom Property that sets this field using the Klaviyo’s Update Property Action.

Then, I can have a Flow triggered whenever someone “subscribes” set that custom property for “Active Subscriber” to “True”  and whenever someone cancels I have a different Flow triggered whenever someone “cancelled order” set that property to “False.”

Now, you can build a Segment of all people who has that property set to “True.”  The difference between the two is you don’t have take into consideration the sequence and timeframe of customers subscription or cancellation.  They are either currently an active Subscriber (or not) at the moment.

 

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  • December 10, 2024

Hi ​@smags, first of all, welcome back to the community!  

So using your Segment definition addition with:

What somebody has done > cancelled order zero times (over all time) where *Items = (name of item).”

 

This would not let anyone that “cancelled order” back in the Segment since that is how you define it. 

If you’re looking to build a Segment of active product subscribers, then what I found to be useful is to have a Custom Property that sets this field using the Klaviyo’s Update Property Action.

Then, I can have a Flow triggered whenever someone “subscribes” set that custom property for “Active Subscriber” to “True”  and whenever someone cancels I have a different Flow triggered whenever someone “cancelled order” set that property to “False.”

Now, you can build a Segment of all people who has that property set to “True.”  The difference between the two is you don’t have take into consideration the sequence and timeframe of customers subscription or cancellation.  They are either currently an active Subscriber (or not) at the moment.