Integrating with Klaviyo

Overview

Klaviyo is an email and SMS marketing platform built for ecommerce. Order Editing connects to Klaviyo so you can track order edit events, trigger flows, send upsell offer notifications, and keep your marketing data accurate.

Without the integration, Klaviyo can keep the original version of an order after a customer edits it. That can make post-purchase flows reference the wrong products, attribution look inaccurate, or follow-up messages feel out of date.

The integration sends Order Editing events to Klaviyo as custom metrics. You can use those metrics to trigger flows, update customer profiles, and make sure your marketing reflects what customers actually ordered.

ℹ️ Note: Klaviyo uses one secure connection for all Order Editing events, including order editing events and upsell events.

Key benefits

• Trigger Klaviyo flows when customers edit their orders
• Send targeted upsell emails when an order matches an eligible upsell strategy
• Use Order Editing event data to personalise messages with the customer's final order details
• Keep post-purchase marketing aligned with the order the customer actually wants

How it works

Order Editing sends events to Klaviyo at key moments. These events appear as custom metrics in Klaviyo under the integration name OrderEditing | CX Automations.

There are two categories of events:

• Order editing events fire when a customer edits their order. These help you send confirmation flows and keep customer messaging aligned with what changed.
• Upsell events fire when a new order matches an upsell strategy. These help you send email or SMS offers to customers who are eligible for an upsell.

Events sent to Klaviyo

Order editing events

Order editing events fire when customers interact with the order editing experience. They're sent automatically once Klaviyo is connected.

• Order edit events track customer changes, including items added or removed, quantity changes, and address updates.
• Updated order data helps Klaviyo reflect the customer's final order, not only the original version.

Upsell Offers Available event

The Upsell Offers Available event fires when a new order matches an upsell strategy that targets the Order Status Page and has Klaviyo enabled. It's sent when the order is created, before the customer visits the Order Status Page.

The metric name in Klaviyo is Upsell Offers Available. It appears under the OrderEditing | CX Automations integration in your Klaviyo metrics.

The event includes these properties, which you can use as dynamic variables in your flows:

💡 Tip: Use the OrderStatusUrl property in your Klaviyo email template to link customers directly to their Order Status Page, where they can view and accept the upsell offer.

ℹ️ Note: Upsell events only fire for active strategies that target the Order Status Page and have Klaviyo enabled in advanced settings. Checkout and One-Click Upsell strategies don't trigger Klaviyo events.

Prerequisites

• An active Order Editing subscription
• A Klaviyo account connected to your Shopify store

Setup steps

Connect Klaviyo to Order Editing

1. In Order Editing, go to Integrations and find Klaviyo.
2. Click Connect. You'll be redirected to Klaviyo to authorise Order Editing.
3. Sign in to Klaviyo and approve the requested permissions.
4. When you're redirected back to Order Editing, confirm the integration status shows as connected.

Once connected, order editing events are sent to Klaviyo automatically.

Enable Klaviyo on upsell strategies

To send the Upsell Offers Available event, enable Klaviyo on each upsell strategy that should trigger it.

1. Open the upsell strategy in Upsell Strategies.
2. Expand Advanced settings.
3. Under Events, tick Klaviyo.
4. Save the strategy.

ℹ️ Note: You can enable Klaviyo, Postscript, or both on each strategy. This gives you control over which strategies trigger email flows, SMS flows, or both.

Build your Klaviyo flows

In Klaviyo, create flows triggered by Order Editing events.

For order editing flows:

1. Create a flow triggered by the Order Editing order edit metric.
2. Use event properties to personalise confirmation emails with details about what the customer changed.

For upsell offer flows:

1. In Klaviyo, go to Flows and create a new flow.
2. Set the trigger to the Upsell Offers Available metric.
3. Use event properties like OfferText, OrderStatusUrl, and EditingDeadline as dynamic variables in your email template.
4. Add conditional splits if needed. For example, only send the email if the editing deadline is more than 24 hours away.

💡 Tip: Build a flow that sends an email shortly after order placement, such as "Your order is confirmed. Want to add anything before we ship?" Include the OrderStatusUrl link so customers can view and accept upsell offers.

Troubleshooting

Order edit events aren't appearing in Klaviyo

This usually means Klaviyo is disconnected, the event hasn't appeared yet, or the order hasn't created the expected event.

1. In Order Editing, go to Integrations and confirm Klaviyo shows as connected.
2. If it shows as connected, wait a few minutes and check Klaviyo's activity feed again.
3. If events still don't appear, disconnect and reconnect Klaviyo.

Upsell Offers Available events aren't firing

Upsell events only fire when the order matches an active Order Status Page upsell strategy with Klaviyo enabled.

1. Open the strategy and confirm it's Active, not Draft.
2. Expand Advanced settings and confirm Klaviyo is ticked under Events.
3. Confirm the strategy targets the Order Status Page.
4. Check that the customer's order matches all filters on the strategy.

Flows aren't triggering on order edits

This usually means the Klaviyo flow is using the wrong trigger, is still in draft, or has filters that prevent it from running.

1. Confirm the flow trigger uses the correct Order Editing metric.
2. Check that the flow is live, not in draft.
3. Review any flow filters or conditional splits.

Order data in Klaviyo doesn't match the edited order

Klaviyo's native Shopify integration syncs order data separately from Order Editing. If there's a timing mismatch, Klaviyo may show the pre-edit version of the order in its Shopify data. The Order Editing events contain the post-edit order data.

FAQ

Does this replace Klaviyo's native Shopify integration?

No. The Order Editing and Klaviyo integration works alongside Klaviyo's native Shopify connection. It adds order edit events and upsell offer events on top of what Klaviyo already tracks from Shopify.

What events does Order Editing send to Klaviyo?

Order Editing sends order editing events and upsell events to Klaviyo. Order editing events fire when customers edit their orders. The Upsell Offers Available event fires when a new order matches an active upsell strategy with Klaviyo enabled.

Do I need a separate Klaviyo connection for upsell events?

No. You don't need a separate Klaviyo connection for upsell events. The same Klaviyo connection powers all Order Editing events.

Do I need Klaviyo's paid plan?

The integration works with any Klaviyo plan that supports custom events and flows. Check Klaviyo's pricing page for current plan details.

Where do I find the Upsell Offers Available metric in Klaviyo?

You can find the Upsell Offers Available metric in Klaviyo under Analytics > Metrics. Look for Upsell Offers Available under the OrderEditing | CX Automations integration. You can use this metric as a flow trigger or in reports.