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Hi everyone,

I’m using Klaviyo with my Shopify store (atobsvision.com). My Checkout Started (Abandoned Checkout) flow is set up correctly, but all profiles including test and customer checkouts are being skipped with the reason “Email Syntax Error” and smart sending is off.

All profiles use valid emails. Some are subscribed to marketing, and some are not, but none receive the abandoned checkout flow.

I’ve already disabled Shopify’s native abandoned checkout emails, so Klaviyo should be sending these. It seems Shopify isn’t passing the email field correctly to Klaviyo during the “Checkout Started” event.

Could someone from the Klaviyo team please check whether this metric is syncing properly?

Also, I’d like to find out that this flow can be set as a transactional email, so it sends to everyone who starts checkout (even if they didn’t opt in for marketing), since it’s a service-related email under GDPR.

Thanks in advance,
Tobi

Hi ​@Av1 

I am sorry to hear you are having troubles with the Shopify integration and checkout started event for your abandoned cart flow. My recommendation would be to go back into your integration, disable AND delete the Shopify integration, and then reinstall it.

Sometimes, something happens and things get a little messed up, but typically, the Shopify integration with Klaviyo is super robust so as soon as you complete the integration, the data is flowing into Klaviyo correctly. 

If that doesn’t work, I would take a look at the dynamic variables in the email messages themselves. If there is any issue with the tags or variables for dynamic content, Klaviyo will suppress the emails from being sent.

I hope this helps! 

Best,

​@In the Inbox 

Hi ​@Av1,

The “Email Syntax Error” skip reason almost definitely has to do with an incorrect variable included in your email template or its subject. If you’re seeing Checkout Started events send from Shopify to Klaviyo, it doesn’t seem like this error would be integration-related.

Take a look at your variables in the template. Do any of them have common mistakes, like missing opening/closing brackets {{ like this } ? Other common mistakes include using curly quotes instead of straight quotes, forgetting apostrophes, or copying a template from another flow, resulting in event data from one event inside a flow triggered by a different event.

To root out the error, visit the template, and press “Preview & test”. If you see a yellow “Message displayed without tags or variables” warning, you know that the error is related to the syntax of part of your email. Whenever I get this error, I like to delete a section, then preview the email again, seeing if the error disappears. If it doesn’t, then I undo the change, and delete another section, then preview again. I keep doing this until the error disappears, and once it does, I’ve found the responsible section. After that, I do the same process for blocks within that section.

Make sure to look at the email subject line, source code for text blocks, in the mobile view of the template, and inside links as well. Sometimes, these issues can be tricky to find. Once you find the error and correct it, and aren’t seeing a “Message displayed without tags or variables” message anymore, your email should send correctly again!

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