Ordergroove's integration with Klaviyo gives your store additional flexibility around email messaging. In this article we'll go through best practices for two crucial email flows: Retrying and Rejected orders.
All of your customer messaging is important, but these in particular affect your bottom line. Done right, these two are a one-two punch of increasing payment recovery while decreasing rejection rate.
Note: Ordergroove can copy flow templates into your Klaviyo account for you to work with. Send us a ticket with the flow(s) you want to clone, and we'll send them over.
Retrying Flow
The retrying flow is based on the ordergroove.order.retryable_placement_failure event and will send every time there is a failed payment with an order going through the Ordergroove retry process.
- The goal is to get the customer to update their payment information to increase the likelihood that a retry attempt will be successful.
- The example below has 3 emails: one after the first attempt, one after the second attempt, and one before the last retry. Feel free to change this or add new branches to the flow however you see fit to message more or less aggressively with your customers. For example you can send an email after every failed attempt, you can send a message after only a handful, etc.
- The flow uses a Trigger split based on the "tries" dimension which counts how many attempts have been made for the order, where the initial order attempt is tries=1.
- You'll want to update the email content, branding, and update sender info to align with your other Klaviyo flows. If you use Klaviyo for SMS, feel free to add SMS messages to the branches as well.
Rejected Flow
The flow is based on the ordergroove.order.reject event and will send whenever an order reaches a final rejected state. This could be orders that do not get retried at all, or orders that exit the retry process without getting success.
- The goal is to encourage customers to update their payment information to avoid their next delivery from failing again.
- The example below sends 2 emails in the first 3 days after an order is rejected, and then another email a week later. Feel free to adjust the timing, or add/remove emails and branches from the flow based on what makes the most sense for your subscribers.
- There is a conditional split at each branch that will filter out customers who made a payment information change since receiving the previous email, based on the ordergroove.subscription.change_payment event. This ensures that you don't send further messages to customers who did update their payment.
- You'll want to update the email content, branding, and update sender info to align with your other Klaviyo flows.
More Information
Take a look at Recommended Klaviyo Flows for additional flows Ordergroove recommends to maximize your Klaviyo integration.