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 shared with multiple shoppers, subject to the coupon’s rules in Shopify

Where coupons are surfaced in Customer Hub

The shopper-facing labels in this article use the default “Coupons” wording. If you customize the coupon name, your storefront can use “Offers,” “Discounts,” or “Vouchers” instead.

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”) when the shopper has active coupons and the coupon preview is visible to them in your layout. Shoppers must be signed in or recognized by Klaviyo with Recognized shopper personalization enabled.
  • Clicking the preview opens the Coupons page.
    

• Coupons page:
  • Groups coupons into the following sections:
    • Available coupons: Active coupons available to the shopper, including coupons that do not apply to their current cart.
    • Recently used: Coupons identified as redeemed.
      

Shoppers can open a coupon to review its details. Requirements such as a minimum spend, required or excluded products, or other Shopify restrictions may mean they need to adjust their order to use the discount.

How coupons are determined and displayed

When a shopper visits the Coupons page, Customer Hub uses a 3-step process to decide which coupons to show and whether they can be applied to the current cart:

1. Find eligible coupons
   • Unique coupons:
     • When Show unique coupons is on, Klaviyo checks the shopper’s profile for 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 coupons shown under Available coupons, Klaviyo checks that each coupon:
     • Is still active
     • Has not already been redeemed
3. Check whether coupons apply to the current cart
   • Klaviyo checks the shopper’s current cart against Shopify’s discount rules:
     • If the coupon applies, its details include an Apply Coupon button.
     • If the coupon does not apply, shoppers can still view and copy the code, but the Apply Coupon button is not shown.

Static coupon details displayed in Customer Hub use the settings saved there. If you update a static coupon in Shopify, you must update it in Customer Hub as well for shoppers to see the change. Shopify checks whether the coupon applies to the current cart, and the discount applied at checkout honors the current rules in Shopify even if the displayed Customer Hub details are out of date.

Shopper experience when using coupons

On the Coupons page:

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

When a coupon applies to the current cart, shoppers can click Apply Coupon on its details page. After successful application, the button changes to Applied. Applying a coupon does not redeem it; an unredeemed, unexpired coupon can still appear under Available coupons.

Coupons identified as redeemed appear under Recently used. Coupons identified as expired are hidden.

Additional resources