For our abandoned cart email, we are using Klaviyo.
I noticed some “Checkout started” event registered on Klaviyo but not in my Shopify abandoned checkout tab. How is it possible to have these differences? Even though both Klaviyo and Shopify seem to have the same definition of abandoned checkout which is a checkout where the customer at least left an email address. I tried to search information on both Shopify and Klaviyo help centers but it didn’t find an explaination.
Great question! The discrepancy between the “Checkout Started” events in Klaviyo and the Shopify abandoned checkout tab can be confusing, but it’s actually a common issue due to how the two platforms track and define these events differently. Let me break it down for you:
1. How Klaviyo Tracks “Checkout Started”- Klaviyo records a “Checkout Started” event when a customer initiates the checkout process and provides their email address. This is typically captured when the customer completes the first page of the checkout and clicks “Continue to Shipping.”
It doesn’t mean the checkout has been abandoned—it just marks the starting point. The user could complete their purchase or abandon it.
2. How Shopify Tracks Abandoned Checkouts- Shopify logs an abandoned checkout when a customer reaches the checkout, provides contact information, but doesn’t complete the purchase. However, if a customer completes the checkout or if there’s an issue during the process, Shopify might not record it as abandoned. (You can read the explanation of a former Shopify staff in this topic)
3. Reasons for the Differences- Timing Differences: Klaviyo logs “Checkout Started” immediately, but Shopify requires certain conditions (like incomplete checkout and no purchase made) to flag it as abandoned.
Checkout Completion: For instance, if a customer starts a checkout (triggering Klaviyo’s event) but then completes the purchase, Shopify won’t mark it as abandoned.
Data Syncing: Sometimes, the integration between Shopify and Klaviyo might face syncing issues, leading to discrepancies.
4. Possible Scenarios- A customer starts checkout, provides an email, but completes their purchase—Klaviyo logs “Checkout Started,” but Shopify won’t record it as abandoned.
A customer starts checkout and abandons it, but Shopify fails to record it due to a session timeout or tracking error.
What You Can Do:- Verify Integration: Ensure that your integration is set up correctly. Check for any error messages in Klaviyo under the Shopify integration settings.
Test the Checkout Process: Manually perform a test checkout to see if events are being recorded properly in both platforms.
Review Third-Party Apps: If you’re using any apps or customizations for your checkout process, ensure they’re compatible with both Shopify and Klaviyo.
I have profiles on Klaviyo with “Checkout Started” event but no purchase following imediately, so they should have been registered as abandoned checkout on Shopify as well. It seems that Shopify failed to record it.
For example I have the following case on a customer:
“Checkout started” event on Klaviyo on the 18th at 4:11pm
(no abandoned checkout recorded on Shopify)
Klaviyo triggers the abandoned cart email on the 18th at 6:11pm
One potential difference: Klaviyo records each checkout_started event separately i.e. if “joe smith” starts two checkouts, both checkout started events are recorded. In Shopify, both events are also recorded (for analytics) but for the purposes of an abandoned checkout, I think only one checkout is considered abandoned. Can you check if the ones that are missing are possibly a situation of multiple checkout_started events in Klaviyo?
I think the most likely reason why is Shopify only records abandoned checkouts if the customer progresses beyond the email entry step (e.g., selects shipping or reaches the payment step).
Since Klaviyo captures events the moment an email is entered, it will log more checkouts than Shopify, especially if customers leave before proceeding further. This explains why Shopify fails to record some checkouts as abandoned while Klaviyo does.
I suggest you manually start a checkout, enter an email, then abandon it. Wait a few hours and check if it appears in Shopify’s abandoned checkout tab. It may help explain the differences.