Back In Stock issue – emails not being sent to everyone

Hi ​@bestoyik,

It would be tricky to pin down the exact reason for this issue without being in your account, but I have a couple ideas.

Back in Stock flows will send to profiles who subscribed to back in stock until the item’s inventory drops below the minimum required to notify users. Is it possible that in your situation, not everybody’s receiving the emails because by the time they’re set to receive them, the inventory for that item has dropped below the minimum? To illustrate my point, if you set the Minimum inventory to notify at 10, that means that once an item’s inventory drops below 10, anybody set to receive the back in stock email will no longer receive it. 

Additionally, are you sending to all subscribers at once, or to groups at a time? If you’re sending these emails to groups, if a person is in a later group, then they won’t receive the notification immediately. If a person’s in a later group, and it’s a popular item, it’s possible that the inventory has already dropped below minimum by the time that they were set to receive the email. We have a help article on back in stock flows that explains this in more detail.

Let me know if either of these could be the issue at play! If not, we can explore other potential reasons for this.

Hi, thanks a lot for taking the time to answer.

I’ve already tested the different scenarios you mention, including with a dedicated test product.
I tried notifications with the minimum inventory set to 1, then to 10, and also with “send to all subscribers at once”. I also tested with different email addresses.

What’s strange is that the behavior is inconsistent: sometimes the new test profile enters the queue and receives the Back in Stock email exactly as expected. And sometimes, with the exact same setup, the profile enters the queue but never receives anything.

Both test profiles have identical characteristics (same consent, same status, same flow entry conditions, not suppressed, within plan limits, Smart Sending disabled, etc.).

I noticed this issue because during a real restock (more than 500 units added), only about 20% of the subscribers received the notification. The others didn’t even appear in the queue, even though none of them were suppressed and everything was configured correctly.

So I’m trying to understand what could cause this inconsistent delivery for profiles that should all behave the same way.

If you have any idea of what else I could check, I’d really appreciate it.

Hey ​@bestoyik,

I’m thinking that this issue will probably take a deep dive from our support team to figure out. If you’d like, I can create a ticket for you, and our team can reach out via email once we look into this. Feel free to shoot me a DM with the email address associated with your Klaviyo account, and I can have our team look into this for you!

checkout smart sending also use shopify attribute to determine your audience