Troubleshooting placed order tracking
Before you begin
Placed Order tracking is included with ecommerce integrations and does not require any additional setup. Before consulting this guide, make sure you have properly set up, configured, and enabled your ecommerce integration.
For all ecommerce integrations, a Placed Order event tracks when a customer completes the checkout process and creates an order in your store, but for the following integrations, Klaviyo tracks a Placed Order event only when an order reaches a certain state and has a certain status in the ecommerce platform:
- BigCommerce
By default, any order with any of the following statuses will not sync as a Placed Order: Incomplete, Pending, Awaiting Payment - Magento 2
Orders with status pending_payment will be ignored - WooCommerce
By default, Klaviyo records a Placed Order event for orders with a status of processing, completed, refunded, or cancelled. Unpaid cancelled orders are excluded. - PrestaShop
Klaviyo uses the order status mapping configured in your PrestaShop module. Orders mapped to placed, fulfilled, cancelled, or refunded order events can produce a Placed Order event. Unmapped order statuses are excluded. - Shift4Shop
Order must have a status of 2 or 4 to trigger a Placed Order event
If you’re using an ecommerce platform without a pre-built Klaviyo integration, or a custom platform, learn how to enable Placed Order tracking on our Developer site.
Test Placed Order events
The Placed Order event is commonly used to set up post-purchase flows such as a thank you flow. If you have recently set up your account and are attempting to create a post-purchase flow from Klaviyo’s Flows Library, you may encounter the following warning message:
"We have not received any recent Placed Order events. If you think there might be a problem, contact our Success Team for help."
This warning means that Klaviyo has not recorded any Placed Order events for that integration in the last 30 days. It does not necessarily mean there is a problem with your account or integration; your store may not have had any recent orders. Follow the steps below to place an order, then wait for it to sync before checking the warning again.
Because a Placed Order event triggers from a transaction, Klaviyo Support is unable to test Placed Order event tracking for you.
Some ecommerce platforms such as Shopify offer methods for placing test orders. Consult your platform’s help documentation for information on how to place a test order. Otherwise, you can place a real order and refund it to test your integration.
To test that your Placed Order tracking is set up properly using a real transaction, follow these steps:
- Navigate to your website
- Navigate to a product page on your site for an available product
- Click the “Add to Cart” button on the page
- Proceed to checkout with the item in your cart
- Complete checkout using your email address and a real credit card or other payment method
- If you're using a third-party payment provider, log into your payment provider to make sure that the funds were processed
- Confirm that the order meets the status requirements for your integration in the Before you begin section.
- Search in Klaviyo for the email address you used during checkout and open the matching profile.
You should see that a Klaviyo profile has been created for you (if one didn't exist already) and that a Placed Order event has been tracked on your activity feed.
Not all ecommerce integrations sync data in realtime due to limitations with some ecommerce platforms. For some integrations, you may need to wait 30 minutes to an hour before events are tracked. Please see our article on how often integrations sync for more information.
After you confirm that the Placed Order event has synced, cancel and refund the order in your ecommerce platform.
Troubleshooting scenarios
Review the following questions in order to diagnose the cause of your Placed Order issues. Note that some steps are general, and others depend on what ecommerce platform you are using.
Are you having issues triggering other metrics as well?
If you are having issues tracking other metrics as well as Placed Order, there may be an issue with your integration’s setup.
Follow these steps to check to see if your integration is set up correctly:
- Navigate to the Integrations page of your account
- Find your ecommerce integration under My apps and check its Status. If it is missing, click Explore apps to find and install it, following your platform’s setup guide.
- Click your integration’s name to open its settings. Check for any error messages related to the integration and make sure all required fields have been filled out.
- If your integration requires use of a public API key, private API key, consumer key, and/or consumer secret, make sure the information in Klaviyo matches what is in your ecommerce platform.
- If the keys appear to match on both sides, check to see if there are any blank spaces before or after the keys. Delete any leading or trailing blank spaces because they can cause errors.
Have you recently switched ecommerce platforms?
When you migrate ecommerce platforms, make sure to switch the metrics used to trigger your flows and within your analytics to the metrics for your new ecommerce platform. For example, if you were to switch from BigCommerce to Shopify, your account’s analytics and flows may still be set to use BigCommerce’s Placed Order metric rather than Shopify’s Placed Order metric. See the guides below for further assistance:
Are you using custom order statuses for placed orders?
For some integrations, the Placed Order event triggers in Klaviyo based on specific order statuses. See the Before you begin section of this article for a list of integrations that have order status requirements.
For PrestaShop, check the order status mapping in your Klaviyo module using the PrestaShop setup guide. For other integrations, contact Klaviyo support for help checking whether your custom order statuses can be tracked as Placed Order events.
Are you using a firewall or security software on your server?
If you have a firewall or security measures enabled such as Sucuri, Cloudflare, or something similar, this may inadvertently block Klaviyo from communicating with your store or rate limit the speed and amount of data that can be synced.
Allowlist Klaviyo’s outbound integration IP ranges so your firewall can allow requests from Klaviyo. Follow How to allowlist Klaviyo integration traffic IP addresses for the current ranges and instructions for keeping your allowlist up to date.
Consult your security software’s documentation for instructions on allowing IP ranges. Klaviyo’s integration user agent is Klaviyo/1.0.
For WooCommerce and Magento users: Are you using the most recent version of your integration plugin?
If you are using WooCommerce or Magento, problems with Placed Order tracking might be related to other issues with your platform’s Klaviyo plugin.
- If Placed Order events aren’t tracking, search for Started Checkout in Analytics > Metrics. For Magento 1, search for Checkout Started instead.
- If neither the order nor the checkout event is tracking, there may be an issue with your plugin.
- Check to see if you are using the most up-to-date version of the plugin for your integration. If needed, update to the latest version within WooCommerce or Magento, or you can download the latest version from the relevant platform’s listing.
- Klaviyo WordPress (WooCommerce) plugin
- Klaviyo Magento 1 extension
- Klaviyo Magento 2 extension
Contact Klaviyo support
If you are still encountering issues after consulting this list and testing your tracking, please reach out in our Community or to our Support Team.
Additional resources
Learn how to troubleshoot other metrics:
- Troubleshooting viewed product tracking
Learn how to troubleshoot issues with your Viewed Product tracking, which is used to track when visitors view products on your site. For some ecommerce platforms, Viewed Product is tracked automatically when you integrate with Klaviyo. For other ecommerce platforms, a snippet must be manually added to your product page template.
- Troubleshooting added to cart tracking
For some ecommerce platforms, Added to Cart events are tracked automatically. For other ecommerce platforms, a code snippet must be manually added to your site.
- Troubleshooting started checkout tracking
Started Checkout tracking is included with many ecommerce integrations and does not require any additional setup. Before consulting this guide, make sure you have properly set up, configured, and enabled your ecommerce integration.
Other resources:
- How to create a post-purchase flow
Learn how to set up a post-purchase flow in Klaviyo as well as best practices for doing so. A post-purchase flow triggers after a customer has placed an order while your ecommerce platform is integrated with Klaviyo. Sending post-purchase emails builds relationships and brand loyalty with your customers and makes them more likely to purchase again.
- Troubleshooting your Shopify integration
Learn how to solve issues with your Shopify integration setup by following the relevant troubleshooting scenario described below. If you are encountering issues not on this list, please reach out on our Community or to our Support Team.