Understanding how coupons work for Customer Hub

Learn which types of coupons display in Customer Hub and how shoppers can view and use their available discounts.

Before you begin

This article explains how unique and static coupons are surfaced for shoppers in Customer Hub. For step-by-step setup instructions, see How to set up coupons for Customer Hub.

Coupon types in Customer Hub

Klaviyo supports 2 types of coupons in Customer Hub:

• Unique coupons:
  • Single-use codes generated by Klaviyo and assigned directly to individual shoppers via flows, campaigns, or forms
  • Tracked on each shopper’s Klaviyo profile using the Coupon assigned metric
• Static coupons:
  • General-use codes created in Shopify (e.g., “SUMMER20”)
  • Manually added to Customer Hub, with an option to target specific lists or segments
  • Can be used by anyone they’re shared with

Where coupons are surfaced in Customer Hub

Shoppers can access their coupons in 2 areas within Customer Hub:

• Preview in the For you tab:
  • Shows a preview (e.g., “5 coupons available”) to all site visitors.
  • Clicking the preview opens the Coupons page for signed-in users; guests must sign in first.
    

• Coupons page:
  • Displays all coupons potentially usable by the shopper, organized into two sections:
    • Available coupons: Coupons the shopper can use immediately with their current order.
    • Non-applicable coupons: Coupons the shopper is eligible for but cannot use right now because their order doesn’t meet the coupon’s criteria (e.g., minimum spend, required or excluded products, or other restrictions in Shopify).
      

This organization helps shoppers easily see which discounts they can use immediately and which ones they might be able to use if they adjust their order to meet certain requirements.

How coupons are determined and displayed

When a shopper signs in and visits the Coupons page, Customer Hub uses a 3-step process to decide which coupons to show and how they’re organized:

1. Find eligible coupons
   • Unique coupons:
     • Klaviyo checks the shopper’s profile for any unique coupons assigned directly to them.
   • Static coupons:
     • Klaviyo checks if the shopper matches the targeting rules for each static coupon configured in Customer Hub coupon settings (e.g., if they are on an included list or segment for a coupon).
2. Validate coupon status
   • For all coupons identified, Klaviyo confirms that each coupon:
     • Is still active
     • Has not already been used by the shopper (via their Shopify order history)
3. Sort by order eligibility
   • Klaviyo then splits the validated coupons into the 2 sections on the Coupons page based on their order:
     • Available coupons: These can be used immediately as both the shopper and their current order fulfill all requirements.
     • Non-applicable coupons: Shoppers are eligible for these coupons, but they cannot be used at the moment because the current order does not meet all conditions.

Note that static coupons are validated using the settings saved in Customer Hub, not from Shopify in real-time. This means that if you update a static coupon in Shopify, you must update it in Customer Hub as well for shoppers to see the change. The discount applied at checkout, however, will always honor the most current rules set in Shopify, even if Customer Hub details are not fully up to date.

Shopper experience when using coupons

On the Coupons page:

• Coupons appear as their discount value (e.g., “10% off,” “Free shipping”)
• Clicking View on an available coupon reveals its:
  • Discount value (e.g., “free shipping”)
  • Coupon code with a copy button
  • Description (if provided)
  • Expiration details (if specified in Shopify)
    

Shoppers can apply available coupons directly to their cart. If a coupon is applied but not redeemed, it will appear again in their available coupons list.

Coupons identified as redeemed or expired coupons are hidden or moved to the Recently used section of the page.

Additional resources