Hi ,

Thanks for reaching out! The issue you’re experiencing typically happens when the "Viewed Product" event data isn’t consistently passed from your website to Klaviyo. Since you’ve already checked your integration and tracking setup, here are a few additional steps to troubleshoot:

1. Validate Product Page Metadata: Ensure all product pages consistently include the required metadata (e.g., image URL, price, and currency). Missing or dynamic data can lead to incomplete event tracking.

2. Debug the Klaviyo Tracking Code: Use your browser’s developer tools to verify if the Viewed Product event payload contains all expected fields when the page loads.

3. Test for Cache Issues: If you’re using a caching plugin or service, ensure it isn’t interfering with dynamic data passed to Klaviyo.

4. Check for API Limits: If there are a high volume of events, ensure your Klaviyo and website API requests are not being throttled.

If the issue persists, feel free to contact us directly with examples of affected "Viewed Product" events, and we’ll investigate further!

Best regards,

Hi ​@Prunella 

It appears as if there is an error in the image link being passed to Klaviyo:

Notice the: https:https:// in the beginning. This could very likely be causing the problem.

For a quick fix, I can recommend pulling the image from the catalog instead of the event data with this dynamic variables:

{% catalog event.ProductID %} {{ catalog_item.metadata.images.0.src }} {% endcatalog %}

I hope this helps!

Hi, here are the results

1. I checked an instance of the event and The product page in shopify admin is set up correctly. Here are some images. As you can see, all the metadata are properly defined

2. I checked the event payload and everything is in order​​​​​​​
3. Same things applies for the cache. There isn’t any
4. Regarding API limits, the issue can occur for a product that had loaded correctly even seconds ago. My guess is that the page doesn’t fully charge on the client’s side before they switch or close pages

Here is an image of the payload to show it works correctly

Hi ​@Prunella 

 

It appears as if there is an error in the image link being passed to Klaviyo:

Notice the: https:https:// in the beginning. This could very likely be causing the problem.

 

For a quick fix, I can recommend pulling the image from the catalog instead of the event data with this dynamic variables:

{% catalog event.ProductID %} {{ catalog_item.metadata.images.0.src }} {% endcatalog %}

 

I hope this helps!

Hi Anna Sophie, I will take a look

​@NOAH MERCY ​ 

Hello! Me again. I think the issue is within the Klaviyo tracking script. It might have a problem.
I will ​try to use @annasophiefc idea as a temporary fix