Hello All,
I’m looking to troubleshoot an issue I’m having with my replenishment email. This is a templated shopify email for replenishment within a flow so I have made no changes to the URLs for the product feeds and have only updated visual elements. However when I hit the preview, I can see that some products will generate an image and other won’t as seen below. Is there a way for me to rectify this?
TIA!
Hi
Thank you for posting your question in the community. What could be going on might be a couple of things, but my gut instinct at least of a place to start, would be to check the Shopify integration and resync your product catalog to make sure any products available on your website matches the product catalog sync’d in Klaviyo.
Given some products are showing and others aren’t it might be a reflection of your product catalog being a little outdated. Go to the product section Content > Product and then in the upper right corner will find a recycle button. Click this to sync your products to Klaviyo.
Give that a try and see if they resolves the issue. If not, we can troubleshoot further.
Best,
Hi
Thank you so much for your help!
This definitely helped with some as it looks like it is now populating photos for orders after March 15th 2025. Does this mean that if the photos were changed after this date, orders prior to this are pulling from a photo source/ link that has expired? If so how do I ensure the default is a current photo?
Hey
Would you mind copying and pasting the image URL that this template is using? I’m curious to know if the template is pulling the image from your product catalog directly, or from the event data from the Placed Order event (or whatever event triggered the flow).
I see that the product “Rise” has no working image. When you view that product in your catalog, does that product have an image attached, and is there an image on that product’s page? On occasion, we see products in email without images, because the image doesn’t actually exist.
Regarding your most recent question, old Placed Order events won’t contain up-to-date product data if you’ve updated your products after that event was sent to Klaviyo. Since events cannot be changed after they’re recorded, an event containing old product data, including out of date prices, images, ect, won’t be refreshed with new data if a product is updated. Because of this, it’s expected that emails containing event data won’t necessarily change when a product gets updated.
Let me know if this makes sense, or if I can help out with anything else.
-Byrne
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