Contributor I

Solved

Segment not populating profiles for subscription cancelled orders

Forum|Forum|3 years ago
March 30, 2023
5 replies
269 views

I’m pretty new to Klaviyo and I am trying to set up a segment of customers who have cancelled their subscription box orders. The only profile it is populating is my own test cancellation and not the actual customers who have cancelled. Here is a screenshot of how I set it up. Can anyone give me tips to get it to populate correctly?

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Best answer by Omar

Hi @BJD,

Did you integrate Appstle with Klaviyo?

I don't know the app but here are the instructions to integrate it:

https://intercom.help/appstle/en/articles/5936224-how-to-use-klaviyo-email-marketing-sms-with-appstle-subscriptions-for-your-shopify-store

If you have additional information in Klaviyo you should be able to drill down a bit deeper.

Omar Lovert // Polaris Growth // Klaviyo Master Platinum Partner

We help with e-commerce growth through CRO, Klaviyo and CVO

David To

Klaviyo Employee

Hello @BJD,

Welcome to the Klaviyo Community!

I would recommend taking a look at some past Community posts that could be helpful:

Instead of using a Shopify Cancelled Order metric for your segment to identify which users have cancelled an order, I would suggest using the metric shared from your subscription tool that tracks and indicates a cancelled order. For example, if you were integrated with ReCharge, a Subscription Cancelled event would be recorded.

I hope this helps!

David

B

BJDAuthor

Contributor I

Thank you for the info! My web designer chose Appstle for my subscription app because she said she couldn’t get Recharge or some of the other more widely known apps to work. If I don’t choose Cancelled Order from Klaviyo as a metric, what would I choose?

OmarAnswer

2025 Champion

Hi @BJD,

Did you integrate Appstle with Klaviyo?

I don't know the app but here are the instructions to integrate it:

https://intercom.help/appstle/en/articles/5936224-how-to-use-klaviyo-email-marketing-sms-with-appstle-subscriptions-for-your-shopify-store

If you have additional information in Klaviyo you should be able to drill down a bit deeper.

Omar Lovert // Polaris Growth // Klaviyo Master Platinum Partner

We help with e-commerce growth through CRO, Klaviyo and CVO

Helping E-commerce brands maximize Lifetime Value & Profits with Klaviyo, CRO & CVO - Get your free Audit - https://link.polarisgrowth.com/free-audit

B

BJDAuthor

Contributor I

Yes, I integrated it several months ago. Do I need to RE-ingegrate it every so often to refresh it? Seems like once it’s integrated it should be fine, right?

Taylor Tarpley

Community Manager

Hi @BJD,

Stepping in for @David To here.

Since Appstle isn’t a native integration, I would recommend reaching out to their support team: subscription-support@appstle.com for insight on how they send data to Klaviyo!

-Taylor

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