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Inaccurate Profile Location - shows as default Oregon


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  • Contributor II
  • 3 replies

I understand the 4 ways Klaviyo updates a user’s location :

  1. A profile's first Opened Email event (but has never purchased): Klaviyo uses IP to update timezone and location.
  2. A profile makes  first purchase: Klaviyo uses the billing address from the purchase event data to update location and timezone.
  3. A profile opens an email any time after making a purchase: Klaviyo will update timezone, but not location.
  4. A profile's repeat purchase events: Klaviyo uses the billing address from the purchase event data to update location and timezone.

    Two issues:
    Why “country/state for profiles in scenario 1 are set by Klaviyo to  default to Oregon, USA ?
    All of our Klaviyo visitors (that never purchased) are set as such. In reality (backed up by Analytics) only a tiny proportion of our visitors/customers are based in the USA.

    2. For profiles (no purchases) for which we have their full address, we have updated their address details via API , but Klaviyo persists the “USA, Oregon default , despite the customers being actually located in the UK and the update reflecting a UK address. (note : when updating via API, we have  referenced the relevant Klaviyo properties State/Region,  Country, Zip Code)

Best answer by chloe.strange

Hi @depol, 

Thanks for being a part of our community! Question for you - are these profiles coming from another integration? mailchimp perhaps? When contacts are imported through the Mailchimp integration, the IP geolocation that gets picked up are Mailchimp's servers, which is why you see the location displaying as Boardman, Oregon.
 
If you have location data in Mailchimp that you want to import into Klaviyo, you can do so! Please refer to this guide: Update Location Information Yourself.
 
Once you have moved all your data from Mailchimp, we recommend you sunset your Mailchimp account, so long as you no longer need it. I hope this helps!

~Chloe

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chloe.strange
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  • Community Manager
  • 427 replies
  • Answer
  • August 20, 2024

Hi @depol, 

Thanks for being a part of our community! Question for you - are these profiles coming from another integration? mailchimp perhaps? When contacts are imported through the Mailchimp integration, the IP geolocation that gets picked up are Mailchimp's servers, which is why you see the location displaying as Boardman, Oregon.
 
If you have location data in Mailchimp that you want to import into Klaviyo, you can do so! Please refer to this guide: Update Location Information Yourself.
 
Once you have moved all your data from Mailchimp, we recommend you sunset your Mailchimp account, so long as you no longer need it. I hope this helps!

~Chloe


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  • Author
  • Contributor II
  • 3 replies
  • August 21, 2024

Hello @chloe.strange , thank you for your time to reply to my enquiry. 

What i can confirm is that the (numerous) profiles in question were not imported via Mailchimp or any other Email system integration. These are visitors on our website, and they have filled in a “subscribe to receive emails” consent form .

thank you