Q: My customers' activity is not being tracked
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
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.
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