Q: My customers' activity is not being tracked
into Klaviyo
A: Klaviyo has a limitation where
customer data cannot be tracked before
"identifying" the customer that's shopping.
This is typically done if the customer logs in
to their account on your BigCommerce store or
if they sign up for a newsletter with a
Klaviyo powered newsletter form. There are
other ways they can be identified, such as
entering their information at checkout, etc.
However, until this identification step is
taken, no data will be sent to Klaviyo for
their abandoned cart.
Q: My customers are getting duplicate cart
rebuilder emails
A: This sometimes happens if our Cart
Rebuilder events are being used in a
custom flow that does not have filters to
prevent re-entering the flow. We recommend
using the Abandoned Cart
Reminder by Arctic Leaf flow
from Klaviyo's Flow Library. If you
continue to experience issues, please send
us an email at [email protected] and
our team will provide instructions for
giving us access to your Klaviyo account
to further investigate.
Q: Add to Cart events are not being
tracked into Klaviyo
A: Sometimes custom themes or
third-party apps affect our tracking
of Add to Cart events. While this is
rare and we try to handle those cases,
please shoot us a line at [email protected] with
your site information, and our team
will gladly investigate and provide
the next steps.
Q:
Why does the Arctic Leaf Klaviyo Cart Rebuilder not track users who reach the checkout by default?
- The Arctic Leaf Klaviyo Cart Rebuilder
does not track users who reach the
checkout, as both BigCommerce and Klaviyo
already do this. The purpose of the Arctic
Leaf Klaviyo Cart Rebuilder is to fill the
gap that exists, in tracking those users
who have added items to the cart, but do
not make it to the checkout page.
- The default Abandoned Cart flow that ships
with the app is recommended to be used in
conjunction with either the native
BigCommerce “Abandoned Cart”
email or the
Klaviyo Abandoned Checkout flow.
- A valid alternative is to adjust the
Abandoned Cart flow filters as
needed.