Klaviyo V2 FAQ

Klaviyo V2 is a powerful integration built by Recharge that lets you utilize Klaviyo to automate your marketing campaigns. With the use of Recharge metrics and customer properties, you can now send notifications from Klaviyo to your subscription customers. 

Klaviyo V2 can be used on its own, or you may want to consider adding Recharge Quick Actions to your flows and campaigns if you are a Shopify merchant. These URLs let your customers interact with their subscriptions outside of the customer portal. See Recharge Quick Actions to learn more. 

Questions

• Are one-time products included in the active subscriber property?
• Is it possible to pass line item properties to Klaviyo?
• When are metric properties used versus customer profile properties?
• I have been trying to backfill my customers for hours but it is stuck at 25%. Did the backfill work?
• The upcoming order notifications are set to trigger five days before a customer's charge, but my customer received the notification two days before their upcoming charge. Why did the customer receive the notification late?
• Is it possible to send detailed emails to customers using line items?
• Can I create custom flows based on the customer's upcoming order number?
• Do any events update custom properties?
• I already migrated to Klaviyo V2. Why do I keep receiving a notification from Klaviyo to upgrade to V2 in my Klaviyo admin?

Are one-time products included in the active subscriber property?

No, the active subscriber property considers an active subscriber to be any customer with one or more subscriptions. Purchasing a one-time product does not count towards a subscription, so customers who check out with these products are not considered active subscribers.

Is it possible to pass line item properties to Klaviyo?

Line item properties for a subscription are passed from Recharge to Klaviyo via the API for the following metrics:

• Order (prepaid) upcoming on Recharge
• Order upcoming on ReCharge
• Started Checkout

Line item properties are not passed for the “Subscription started on ReCharge”,  “Subscription expired on ReCharge”, or “Subscription cancelled on ReCharge” metrics, as the subscription object is not passed for these events.

For emails using metrics where line item properties aren’t passed, you can customize your notifications to include specific if variables/conditional statements that include specific product images or details depending on the customer’s order, however, this workaround is outside of our scope of support.

When are metric properties used versus customer profile properties?

Metric properties are used to create trigger splits in Klaviyo. Customer profile properties are used to create conditional splits. 

I have been trying to backfill my customers for hours but it is stuck at 25%. Did the backfill work?

On occasion, a backfill may get at 25%. This is a UI limitation our team is aware of. You can check the custom properties in Klaviyo to confirm if the backfill was successful. 

1. Login to the merchant portal and find a customer that made a purchase before the backfill was run. 
2. Copy the customer's email address.
3. Locate that customer in Klaviyo. Open the Customer Profile. 
4. Expand the Information tab to access the Custom Properties section.
5. Check that properties beginning with rc_ are visible. This confirms that the backfill was successful.

Contact the Recharge Support team if the Recharge custom properties are not present for a customer after performing the backfill.

The upcoming order notifications are set to trigger five days before a customer's charge, but my customer received the notification two days before their upcoming charge. Why did the customer receive the notification late?

The upcoming order metric is only triggered when:

• The date for an upcoming charge is equal to or less than the time window set for the notification
• The notification has not already been sent to the customer

Your customer may receive a charge date outside of the typical time window if they change the charge date for their order to an earlier date. Refer to Order upcoming on ReCharge and Order upcoming (prepaid) on ReCharge for more information. 

To prevent customer confusion, use the actual charge date in the subject line for upcoming order notifications, instead of the number of days until the next charge.

You can use the variable {{ event.scheduled_at }} to display the exact charge date in your notifications.

Is it possible to send detailed emails to customers using line items?

Yes, you can access actionable line item details for the Order upcoming on ReCharge and Order upcoming (prepaid) on ReCharge metrics. This allows you to send detailed emails that include the product name, title, image, and price for each product a customer is subscribed to on their upcoming order. See line_item_first under Available properties for more information. 

Can I create custom flows based on the customer's upcoming order number?

Yes, you can use the variant_ids_order_upcoming_number and the variant_idsproperties with the Order upcoming on ReCharge and Order upcoming (prepaid) on ReCharge metrics to create custom flows in Klaviyo. This allows you to customize the notification experience based on where the customer is at in their subscription.

Do any events update custom properties?

Yes, the skipped, unskipped, and swapped events all update customer properties for the customer. 

The swapped event only works at the product level at this time, where product swaps are tracked but not variant swaps. 

I already migrated to Klaviyo V2. Why do I keep receiving a notification from Klaviyo to upgrade to V2 in my Klaviyo admin?

Klaviyo is in the process of depreciating Klaviyo V1, as it lacks the robust features that V2 offers. Klaviyo has added an alert to upgrade in the Integrations tab for all merchants using Klaviyo V1.

This alert is visible even if you have already upgraded.