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A bug in Klaviyo


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  • Contributor III
  • 5 replies

I just received an abandoned cart email for a product that is sold out on my website.

I checked and yesterday a customer also received an abandoned cart email for a sold out product. He marked the email as spam understandably.

If a product is sold out on my shopify site its impossible to add it to the cart.  Therefore Klaviyo is sending Abandoned cart emails to customers who are simply browsing. 

How do I contact Klaviyo to fix this?

Best answer by emma.owens

@Willow You are correct that they technically should not be able to select ‘Add to Cart’ if an item is out of stock - if I had to guess, the item was likely ‘Added to Cart’ prior to the item being out of stock. I think the best next step would be to reach out to Klaviyo Support so we can take a look at the specific Flow and investigate why your profile was able to enter the flow!

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12 replies

talhahussain
Problem Solver IV
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  • Problem Solver IV
  • 76 replies
  • January 15, 2025

  

Hello ​@Willow, If you are experiencing or discussing a bug in Klaviyo, follow these steps for efficient resolution:

  1. Identify and Document the Issue:

    • Clearly describe the problem, including what is happening and what you expected to happen.
    • Provide screenshots or videos if possible.
  2. Check Known Issues:

    • Visit Klaviyo’s status page or search their community forum for similar reports.
  3. Troubleshoot:

    • Clear your browser cache and try accessing Klaviyo again.
    • Test in a different browser or device to rule out compatibility issues.
  4. Contact Klaviyo Support:

    • Submit a detailed ticket through their support page, including:
      • Steps to reproduce the issue.
      • Relevant account or campaign details (avoiding sensitive data).
    • Mention if this issue affects workflows, emails, or analytics.
  5. Community Engagement:

    • Engage in the community forum where you found the issue. Share your experience or ask if others have found workarounds.

Forum|alt.badge.img+31
  • Partner
  • 252 replies
  • January 15, 2025

Hello ​@Willow 

You can utilize the Shopify Inventory API to verify the availability of a product before sending an abandoned cart email.

To accomplish this, you will need to use the webhook feature, followed by a conditional split. The webhook will assess the stock quantity, while the conditional split will evaluate the quantity of the product.


emma.owens
Community Manager
Forum|alt.badge.img+9
  • Community Manager
  • 42 replies
  • January 17, 2025

Hi ​@Willow !  

Can you confirm whether your flow is triggered by the ‘Added to Cart’ metric or the ‘Checkout Started’ metric? 


Christiannoerbjerg
Expert Problem Solver II
Forum|alt.badge.img+12

Hi ​@Willow 

Thank you for posting in the Community!

You would be able to split upon this with the trigger split inside of klaviyo. 

Via. the Shopify integration, the stock count is synced. You can setup a condition in the trigger split, which says “Stock” is greater than 0.

Hope that helps or else, let me know! :-) 

Christian Nørbjerg Enger
Partner & CPO
Web: Segmento.dk
LinkedIn: @christianfromsegmento
Voldbjergvej 22b, 8240 Risskov


MANSIR2094
Problem Solver IV
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  • Problem Solver IV
  • 168 replies
  • January 18, 2025

Hello ​@Willow , Ensure your Shopify inventory is synced correctly, marking sold-out products as unavailable. Update your Klaviyo Abandoned Cart flow by adding a filter to exclude emails for out-of-stock items. For example, use a condition like “Item Quantity > 0” or “SKU is not out of stock.” If this seems complex, reach out to Klaviyo Support here for further assistance.

 

 

 

 


Forum|alt.badge.img+1
  • Author
  • Contributor III
  • 5 replies
  • January 19, 2025
emma.owens wrote:

Hi ​@Willow !  

Can you confirm whether your flow is triggered by the ‘Added to Cart’ metric or the ‘Checkout Started’ metric? 

hi Emma, its added to cart metric i’m using. its technically impossible for a customer to add a sold out product to cart as the buy button doesnt work. thats what is so weird. 


Forum|alt.badge.img+1
  • Author
  • Contributor III
  • 5 replies
  • January 19, 2025
Maxbuzz wrote:

Hello ​@Willow 

You can utilize the Shopify Inventory API to verify the availability of a product before sending an abandoned cart email.

To accomplish this, you will need to use the webhook feature, followed by a conditional split. The webhook will assess the stock quantity, while the conditional split will evaluate the quantity of the product.

Thanks Maxbuzz i will try this - what confuses me is that its technically impossible to add a ‘sold out’ product to cart in my shopify store as I have disabled the ‘allow orders when out of stock’ feature. and my trigger in klaviyo is Add to cart


Forum|alt.badge.img+1
  • Author
  • Contributor III
  • 5 replies
  • January 19, 2025
Christiannoerbjerg wrote:

Hi ​@Willow 

Thank you for posting in the Community!

You would be able to split upon this with the trigger split inside of klaviyo. 

Via. the Shopify integration, the stock count is synced. You can setup a condition in the trigger split, which says “Stock” is greater than 0.

Hope that helps or else, let me know! :-) 

Christian Nørbjerg Enger
Partner & CPO
Web: Segmento.dk
LinkedIn: @christianfromsegmento
Voldbjergvej 22b, 8240 Risskov

Thanks Christian, i’ve done the trigger split like you said - Items / has at least / 1 item. there was no choice of stock unfortunately.

But i still think its a bug because no one can add a sold out product to the cart in my shopify store. its impossible. So klaviyo is being triggered by browsing even though my trigger is Add to Cart.


emma.owens
Community Manager
Forum|alt.badge.img+9
  • Community Manager
  • 42 replies
  • Answer
  • January 24, 2025

@Willow You are correct that they technically should not be able to select ‘Add to Cart’ if an item is out of stock - if I had to guess, the item was likely ‘Added to Cart’ prior to the item being out of stock. I think the best next step would be to reach out to Klaviyo Support so we can take a look at the specific Flow and investigate why your profile was able to enter the flow!


Forum|alt.badge.img+1
  • Author
  • Contributor III
  • 5 replies
  • January 27, 2025
emma.owens wrote:

@Willow You are correct that they technically should not be able to select ‘Add to Cart’ if an item is out of stock - if I had to guess, the item was likely ‘Added to Cart’ prior to the item being out of stock. I think the best next step would be to reach out to Klaviyo Support so we can take a look at the specific Flow and investigate why your profile was able to enter the flow!

Thanks Emma, the product had been sold for over a year (I sell vintage one offs) so there is no way a customer could add it to their cart. I dont have the paid version of Klaviyo so I cant reach out. It genuinely seems like a little bug in there though.


chloe.strange
Community Manager
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  • Community Manager
  • 425 replies
  • February 3, 2025

@Willow

Due to these circumstances, I’ve created a ticket on your behalf for further investigation. Someone will be in touch shortly. 

~Chloe


Forum|alt.badge.img+1
  • Author
  • Contributor III
  • 5 replies
  • February 3, 2025
chloe.strange wrote:

@Willow

Due to these circumstances, I’ve created a ticket on your behalf for further investigation. Someone will be in touch shortly. 

~Chloe

Thank you so much Chloe, I really appreciate you doing this.