- Using Klaviyo and suspect that customers are receiving two emails about the same thing
- Have just set up new flows in Klaviyo
- Want to know where to disable Shopify's own emails
- Want to know how to ensure that a cart only triggers one email
Shopify can send its own customer emails, and so can Klaviyo. When both send the same type of email, the customer receives two reminders for the same thing, and one of them is often off-brand.
This particularly affects abandoned carts, as Shopify's own email is often enabled by default. It typically looks like this in the inbox: the subject line is "Complete your purchase," the headline is "You have an item in your cart," and the button is blue and says "Items in cart."
There are two places Shopify can send customer emails from: the Messaging app and the Flow app. Both must be checked.
- New stores: Go to Apps, then Messaging, then "Abandoned checkout emails by Shopify," and select Edit settings.
- Uncheck the box next to "Send abandoned checkout emails automatically", and save.
- Older stores: You will find the same checkbox under Settings, Checkout, Abandoned checkouts.
Menu names may vary depending on language and store version, but the checkbox remains the same.
The Shopify Flow app can send its own emails alongside the Messaging app and your Klaviyo flows.
- Go to Apps and open Flow.
- Open every flow that sends emails.
- Select Turn off.
Three tips:
- Only look at active flows. Flows that are already turned off just clutter the list.
- Use Turn off, never delete. That way, you can turn the flow back on with a single click.
- Read the trigger before you turn off a flow, if you are not sure what it does.
Perform both steps at the same time. Together, they cover all of Shopify's own customer emails.
Timing is important:
- Is your Klaviyo flow live? Then turn off Shopify's email now.
- Is the flow not live yet? Then leave Shopify's email on, and turn it off the day your flow goes live.
- Never leave a store without cart reminders. No cart emails are worse than two.
Once Shopify's own emails are turned off, check the Klaviyo flows. A customer who adds multiple items to the cart should only trigger one email with the total contents of the cart, not one per item.
Are customers receiving too many emails? Start with these points in each flow:
- Number of emails in the flow.
- Re-entry rules: how often a customer can enter the flow again.
- Filters on the flow.
- Trigger: Ensure it comes from the correct platform. A trigger from a platform other than your store is an error.
- Live and draft: Count live flows and drafts separately.
- Naming: Consistent naming makes duplicates easier to spot.
DVISIONMEDIA's approach
Before a Klaviyo flow goes live, we check Shopify's own customer emails: the abandoned cart email in the Messaging app and emails in the Flow app. We turn them off the day our flow goes live, ensuring no store is left without cart reminders. We also review every flow for the number of emails, re-entry, and filters. If we don't have access to Shopify, the brand receives a brief message on how to turn it off themselves. This is part of the approach we build into our work with email marketingand throughE-COM OS. Read also Email Is Not Just a NewsletterandWhat is Klaviyo.
1. Why do my customers receive two abandoned cart emails?
Because both Shopify and Klaviyo are sending an abandoned cart email. Shopify's own email is often enabled by default and runs alongside your Klaviyo flow.
2. How do I turn off Shopify's abandoned cart email?
In new stores, go to Apps, Messaging, "Abandoned checkout emails by Shopify", Edit settings, and uncheck "Send abandoned checkout emails automatically". In older stores, it is located under Settings, Checkout, Abandoned checkouts.
3. Should I also check Shopify Flow?
Yes. The Shopify Flow app can send its own emails. Open the flows that send emails and select Turn off. Do not use delete.
4. When should I turn off Shopify's email?
The day your Klaviyo flow goes live. If the flow is already live, do it now. Never leave a store without cart reminders.
5. Why does a customer receive multiple emails when they add several items to their cart?
It should only result in one email containing the cart's total contents. If the customer receives more, check the flow's trigger, re-entry rules, and filters.
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