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Unable to get revenue recovered from abandoned carts when using custom urls

  • March 28, 2022
  • 1 reply
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I have integrated Klaviyo with my Shopify account and built a flow for Abandoned Checkouts.

 

I create the abandoned checkouts using Storefront API and include my custom checkout url in the  custom note_attribute. The email template is working properly and I changed the button from {{event.extra.checkout_url}} to {{event.note_attributes.rzp_checkout_url}}. The email is being sent properly and when a user clicks on the button, he gets redirected to my custom checkout (and not Shopify’s standard checkout flow). This checkout places orders via Shopify APIs and the orders are detected by Klaviyo when showing my total revenue.

 

When a customer completes the order from an abandoned checkout email, Klaviyo does not detect the order as recovered preventing me from getting any statistics on how effective the retargeting emails are. If I complete the order using Shopify’s standard checkout flow Klaviyo works as expected.

 

How do I fix this? I do not want to use my custom checkout and Klaviyo.

Best answer by David To

Hello @varun315,

Welcome to the Klaviyo Community!

Interesting case you have here. From your explanation, the issue here seems predominately pertaining to orders being attributed back to to Klaviyo emails. Based on your description of how things are setup, attribution should still fall back to that abandoned checkout email since Klaviyo’s attribution model is 5-days, last interaction (open or click) based. 

This means, because the abandoned checkout email was the last recorded open or click event preceding a Placed Order event in the profile timeline, that email should be registering the attribution conversion. 

Since it sounds like your custom checkout is hitting the Shopify API, can you confirm when an order is completed via your custom checkout, that when it is synced to Klaviyo, it’s being denoted by a Shopify logo rather than a gear icon? The difference here, is that if it was a gear icon, this would mean it’s actually being synced directly to Klaviyo as a custom API event. In this case, you’ll simply want to adjust your conversion metric as Klaviyo’s attribution model would still apply. 

Only other thing I can imagine if the Placed Order events aren’t being attributed to a Klaviyo email in this scenario would be if the Placed Order event isn’t being registered on the under the profile. When testing and being brought to your custom checkout via the abandoned checkout email, can you confirm if you’re entering the same email that you entered the flow and received the abandoned checkout email with? For example, if you were queued up and received the abandoned checkout email at the address of example@mystore.com, can you confirm if you’re entering that same example@mystore.com email address while going through your custom checkout page to complete the order?

If you’ve entered a different email address when completing your order, then this would be an expected behavior since this new email address you’ve entered would have a brand new Klaviyo Profile created when the Placed Order is synced. Because this would be a different email than what is recognized within Klaviyo, attribution would not fall to this abandoned checkout email since the Placed Order event would not be recorded under the same profile that opened and clicked the abandoned checkout email. 

I would also suggest taking a look at our Understanding Conversion Tracking Help Center article to learn more about Klaviyo’s conversion model as it’ll likely clear up some confusion. 

I hope this helps!

David

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David To
Klaviyo Employee
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  • Klaviyo Employee
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  • March 29, 2022

Hello @varun315,

Welcome to the Klaviyo Community!

Interesting case you have here. From your explanation, the issue here seems predominately pertaining to orders being attributed back to to Klaviyo emails. Based on your description of how things are setup, attribution should still fall back to that abandoned checkout email since Klaviyo’s attribution model is 5-days, last interaction (open or click) based. 

This means, because the abandoned checkout email was the last recorded open or click event preceding a Placed Order event in the profile timeline, that email should be registering the attribution conversion. 

Since it sounds like your custom checkout is hitting the Shopify API, can you confirm when an order is completed via your custom checkout, that when it is synced to Klaviyo, it’s being denoted by a Shopify logo rather than a gear icon? The difference here, is that if it was a gear icon, this would mean it’s actually being synced directly to Klaviyo as a custom API event. In this case, you’ll simply want to adjust your conversion metric as Klaviyo’s attribution model would still apply. 

Only other thing I can imagine if the Placed Order events aren’t being attributed to a Klaviyo email in this scenario would be if the Placed Order event isn’t being registered on the under the profile. When testing and being brought to your custom checkout via the abandoned checkout email, can you confirm if you’re entering the same email that you entered the flow and received the abandoned checkout email with? For example, if you were queued up and received the abandoned checkout email at the address of example@mystore.com, can you confirm if you’re entering that same example@mystore.com email address while going through your custom checkout page to complete the order?

If you’ve entered a different email address when completing your order, then this would be an expected behavior since this new email address you’ve entered would have a brand new Klaviyo Profile created when the Placed Order is synced. Because this would be a different email than what is recognized within Klaviyo, attribution would not fall to this abandoned checkout email since the Placed Order event would not be recorded under the same profile that opened and clicked the abandoned checkout email. 

I would also suggest taking a look at our Understanding Conversion Tracking Help Center article to learn more about Klaviyo’s conversion model as it’ll likely clear up some confusion. 

I hope this helps!

David