Troubleshooting the Klaviyo integration

The Klaviyo  integration allows you to build custom email flows with Recharge. This guide provides common troubleshooting issues with the Klaviyo integration.

See frequently asked questions for Klaviyo integration, and more on troubleshooting if you are using Quick Actions with Klaviyo.

Data inconsistencies with the rc custom properties

If you are currently seeing a mismatch or inaccuracies in the rc_ custom properties, such as with rc_active_subscriber, you must run a backfill. Backfilling realigns the customer data across Recharge to Klaviyo, and should fix the issues.

This process ensures that all Recharge customer data is passed to Klaviyo from Recharge successfully. 

To backfill your historical data: 

1. Select Backfill historical data from the Klaviyo integration page in Recharge.
   
2. A command box will appear explaining the Backfill process. Select Proceed to backfill your historical data.
3. Monitor the Backfill status listed under the Backfill historical data section of the Klaviyo integration in your Recharge admin. Use the Refresh status option to get an updated status of the backfill. 
4. The Backfill status will display as completed once the backfill has finished. You will then be able to see customer properties listed for existing customers.

Issuing a backfill will not delete any properties, it only adds properties on existing subscriptions customer profiles. Any other properties will be unaffected.

Backfill is stuck at 25% after many hours

Occasionally the backfill may stay at 25%, and is a UI limitation the Recharge team is aware of. Check the custom properties in Klaviyo to confirm if the backfill was successful:

1. From your merchant portal, 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, and open the Customer Profile.
4. Expand the Information tab to access the Custom Properties section.
5. Check that properties beginning with rc_ are visible, for example rc_active_subscriber. If you see this, it confirms that the backfill was successful.

Customer received a late Upcoming order notifications

If your customer changed the charge date for their order to an earlier date, it could cause them to receive a charge date outside of the typical time window. In this situation, even if upcoming order notifications are set to trigger five days before a customer's charge, your customer receives the notification two days before their upcoming charge. Review more information on Order upcoming on ReCharge and Order upcoming (prepaid) on ReCharge metrics.

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.

Workaround: 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.

Use the variable {{ event.scheduled_at }} to display the exact charge date in your notifications.

Product images are out of sync

You may notice the following issues with your product images:

• Not generating in your Klaviyo email templates or campaigns.
• Redirects to a broken link, an error 404 page.

In Recharge, go to your merchant portal under Products. Remove the products associated with the images and then re-add them again.

If there is a conflict with removing the product from Recharge, contact the Recharge Support team for assistance.

Active subscription properties are incorrect between Recharge and Klaviyo

If a customer is deleted from Recharge, the customer's email is removed from the Recharge system because Recharge cannot retain personal information for deleted customers. Due to this, Klaviyo and Recharge’s active subscription property will become out of sync as a customer email is required to keep the active subscription property data up to date.

To avoid making manual updates through Klaviyo in the future, first cancel all the customers subscriptions in Klaviyo, which may take a few moments, prior to deleting the customers from Recharge.

Manually resolve the out of sync subscription properties by deleting the customer profile or manually updating the custom property: 

• Delete the customer profile from Klaviyo by clicking Delete Profile on the customer's profile.
  
• Manually update a custom properties by hovering over the property and clicking the pencil icon.

Send detailed emails to customers using line items

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 more on line_item_first under Available properties.

Create custom flows based on the customer's upcoming order number

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

Notification from Klaviyo to upgrade keeps showing in Klaviyo admin

If you are currently using the legacy version of Klaviyo

Klaviyo has added an alert to upgrade in the Integrations tab for all merchants using Klaviyo V1. If you are interested in upgrading, follow the steps to migrate from the legacy version of Klaviyo to the newest integration.

If you already migrated to the latest version of Klaviyo

This alert is still visible after you have already upgraded. If the legacy version of Klaviyo was used previously, try going through the removal steps.

If you need to confirm whether your integration version is the legacy version or the latest version:

1. In Klaviyo, navigate to Analytics in the sidebar.
2. Confirm that the five metrics ending in "on ReCharge" are visible.

These five are Recharge custom properties that are available when the Klaviyo integration is enabled. Learn more by reviewing how to confirm the Recharge data is available in Klaviyo.