Hi @Konic Group
Thank you for posting your question in the community. This is an interesting question.
The checkout started event fires when someone has started the checkout process but does not complete the process. So, in this case, we wouldn’t have any data on whether or not the user “abandoned” because of another issue like credit card issues, etc.
In this case, rather than forgetting, the user tried to complete the order, but something happened between submitting the order and having it process fully.
Based on this, Shopify triggers the Canceled Order metric and sends this to Klaviyo. Looking at this metric, one attribute that is sent to Klaviyo is “Cancel Reason.” Looking at the Shopify Definitions, there are a few values:
- Customer: The customer wants to cancel the order
- Declined: Payment was declined
- Fraud: The order is fraudulent
- Inventory: There isn’t sufficient Inventory
- Other: The order was canceled for an unlisted reason
- Staff: Staff made an error
In your case, you’d likely use the Cancel Reason = Declined.
You would want to set up a new flow, triggered by the Shopify Metric = Canceled Order, with a Trigger Filter = “Cancel Reason = Declined.” You may also want to add a conditional filter looking for users who recently started a checkout as well.
Unfortunately, there a direct way to say someone “abandoned” because of a credit card issue, but you should be able to create a similar flow using the Canceled Order event. I would definitely test trigger to make sure the profiles entering it fit your target, but I think this could be one way to approach it.
I’d like to open this to the other Klaviyo Champions to see if they have any other ideas for you. @DavidV @Omar @retention @Bobi N. @ebusiness pros @AlexandraPalau @Adam Ragsdale
Best,
@In the Inbox