Hello Lucy,
It sounds like a frustrating situation. Large-scale skipping of recipients in Klaviyo campaigns can occur due to a few key reasons. Here are some steps you can take to identify and potentially resolve the issue:
1. Check Segment Criteria
- Even if your segments don’t contain suppressed users, ensure the criteria for your segment haven't inadvertently changed.
- Review your segment rules for conditions like engagement thresholds (e.g., "Has not opened an email in X days") that could be excluding recipients unexpectedly.
2. Examine Suppression Reasons
- In Klaviyo, go to Profiles > Suppressed Profiles to see if a large number of your users were suppressed due to bounces, spam complaints, or manual suppression.
- If Klaviyo has suppressed profiles without clear reasons, provide evidence (e.g., successful deliveries via MailChimp) to Klaviyo Support.
3. Review Deliverability Settings
- Verify your sending domain settings, such as SPF, DKIM, and DMARC records, to ensure they are correctly configured.
- A sudden increase in skipped recipients could indicate a temporary deliverability issue on Klaviyo’s end.
4. Test Campaigns
- Create a small test campaign targeting a subset of your database to identify if specific groups are being skipped (e.g., certain email domains).
- Use Klaviyo’s Email Deliverability Report (if available) to analyze the performance of recent campaigns.
5. Escalate Support
- If Klaviyo's responses aren't addressing your concerns, escalate your ticket by requesting it be reviewed by a senior support specialist.
- Share concrete comparisons between Klaviyo and MailChimp (e.g., screenshots, delivery reports) to highlight the discrepancy.
6. Temporary Workaround
While waiting for Klaviyo to resolve the issue, consider temporarily using MailChimp or another email platform for urgent campaigns.
If the issue persists or escalates, Klaviyo’s Trust & Deliverability team might need to investigate deeper. Let me know if you'd like assistance drafting further communication with their support team!
Best regards,
Timmy Solomon
Email Deliverability Specialist
