Customer profile - email not subscribed

Question

Hey all, i’m new to klaviyo and have a query. Shopify is showing that we had a customer create a profile by signing up to our email newsletter. My customer section on shopify is showing this customer and states ‘Subscribed’ - To check that my flows were running as set up i went into klaviyo and there was no record that any flows were sent. I found the customer on klaviyo (via their email) however it says that the customer never subscribed so the flow was never triggered to send the welcome email. I’m just confused as klaviyo now has the customers email and shopify shows as subscribed. As our store is in the pre launch phase i want to make sure it’s not an error as it could really harm our conversation if the flows are not being triggered. Any help much appreciated. Thankyou.

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Best answer by Taylor Tarpley 29 September 2023, 23:08

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Taylor Tarpley · Accepted Answer

Hi @molliea15,Happy to help!Building off @bluesnapper’s insights, if you have integrated with Shopify and still experience this, it’s important to know that there are certain methods of adding a profile in Shopify, that will result in a Klaviyo consent status ofNever Subscribed within a yellow checkmark for the email channel on a profile in Klaviyo. For example, subscribers that provided their information in your Shopify store when starting a checkout without opting in to email marketing or if they didn’t execute the checkout process.would have a consent status ofNever Subscribed.Again, these profiles are able to receive emails, but you should exercise caution when contacting them. Depending on your local regulations, you may be permitted to email these profiles if you believe they have implied consent, however, as this is not explicit, that is why the ‘Never Subscribed’ status is attributed to them.I’d recommend checking out our awesome documentation to explain understanding this further as well as implementinggood list cleaning practices:Understanding profiles in KlaviyoUnderstanding consent in profilesThanks for participating in the Community!-Taylor

bluesnapper · Answer

Welcome to the community @molliea15You need toenableyour Shopify sync settings in Klaviyo. This is necessary to keep your opt-ins aligned between Shopify and Klaviyo. Below is the set-up for syncing Shopify opt-ins so that those contacts are added to a Klaviyo list you specify and will then be flagged in Klaviyo as ‘subscribed’.You can find the sync settings below on Klaviyo under INTEGRATIONS > >SHOPIFYNote that this will only sync Shopify opt-in contacts from when you enable it and not historically.You may also want to sync from Klaviyo to Shopify so when a contact subscribes via, say, a Klaviyo form, their subscription status will also be updatedin Shopify. The settings to do that are under the ‘To Shopify’ tab below.Hope that helpsAndy

Customer profile - email not subscribed

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