A customer received an abandoned cart email after ordering: Why this happens and how to fix it

Hi @JaniceBLW, great question and thanks for providing so much detail. I think what may be happening is your flow filters are too inclusive. 

If I read your filter description in plain english, I'd read,

“Include someone if they have not placed an order since starting this flow, or if their order has not been fulfilled… etc.”. 

In other words, someone who has placed an order but whose order has not been fulfilled yet could still be included in the flow with this set of filters because one of the conditions is true: Their order is not fulfilled. We describe or as “inclusive,” it allows you to include more people in the group because it will include them if only one of the conditions is true.

Recommendation: I’d recommend first putting the flow messages into DRAFT mode and try removing all conditions except “Placed order zero times since starting flow” and “Has not been in flow in last 30 days,” and change the connector from or to AND. That way we will only include someone if BOTH conditions are true. In plain english, it will say:

“include someone in the flow if they haven't placed an order since starting this flow and they haven’t been here in the last 30 days. 

Then use the trigger preview feature to see if anyone is still coming through who shouldn't. If things look correct, then you can set the messages back to LIVE. 

I hope this helps, let me know if you have any questions.

-Julia

Thanks Julia, I started with the 2 conditions you mentioned, but people were still getting through. I have woocommerce and sometimes I see ordered products and sometimes I would see ordered shipped. I thought with using or it would trigger if any of those conditions happened. For example if they ordered a product or they have an order shipped. Either way it would not send. then it does say and they have not been in the flow in the last 30 days.

Hey @JaniceBLW,

Are you still seeing users inappropriately triggering this flow despite the flow having only those two flow filter conditions suggested by @Julia.LiMarzi? In other words, are customers still triggering the flow despite making a purchase?

If so, I would suggest double checking to see if both the Started Checkout and Placed Order events were triggered/synced to Klaviyo in a timely manner. Timing plays an important role in when flows trigger and when to identify when someone is ineligible for a flow. I’ve previously explained this sort of behavior in the Community post below:

You may also want to check to make sure your WooCommerce integration is connected and syncing correctly. Integration errors have been known to cause this sort of timing issue.

Based on my experience, I would also suggest reviewing how your orders are being processed within your WooCommerce backend. When orders are placed, only orders with the status of processing are synced to Klaviyo as a Placed Order event. Any orders made outside of this status would not trigger a Placed Order event. Examples of this include orders made with statuses such as draft (for manually processed orders), preorder, or some other custom order status. 

David

Your events are coming in out of order.
Check into the customer profile: is there a started checkout event after the placed order and ordered product events for that item? If so, comment below to receive further instructions.

so what is the solution for this “Your events are coming in out of order.”
customers trigger multiple started checkout events after placed order

thank you

Yes, I believe “Your events are coming in out of order.”