Klaviyo x Swap Integration

  • Updated

Swap provides pre-built email notifications that can be accessed in your dashboard. However, you can supplement these with the Klaviyo integration. If you have enabled the Klaviyo integration with Swap, you may prefer to utilise Klaviyo's email capabilities due to its flexibility and branding advantages. This article outlines the triggers and data that the Swap and Klaviyo integration provides. It is not mandatory to do so, as you can use Swap's built-in email notifications.

 

 

Benefits of using the Swap x Klaviyo integration

Integrating Swap with Klaviyo unlocks a host of advantages that can improve how you connect with your customers:

  1. Greater Flexibility and Branding Control: Klaviyo’s powerful email platform lets you take your customer communication to the next level. With more design flexibility and branding options, you can create on-brand emails that resonate better than Swap’s standard notifications.
  2. Smarter, Automated Engagement: With Klaviyo’s triggers, you can automatically send tailored emails based on where the customer, or package, is at in the return process. Keep customers in the loop with real-time, automated notifications on returns, repairs, and package tracking. Swap’s data feeds directly into Klaviyo, ensuring your customers are always informed, which means fewer questions and a smoother experience overall.
  3. Operational Efficiency: Let automation do the heavy lifting. From return status updates to shipping notifications, Klaviyo handles the routine communication so you can focus on what really matters—growing your business.
  4. Improved Email Delivery and Analytics: With Klaviyo, emails are sent from your own email domain, ensuring better deliverability and visibility. This way, you can gain insights into your email performance with analytics on sends, opens, clicks, and more.

 

 

Getting Started

If you want to add the Klaviyo Integration, please get in touch with Onboarding manager if you're not yet live with Swap, or your Account Manager if you're live with Swap. If you do not have an Account Manager, please email customersupport@swap-commerce.com.

 

 

Setup Instructions

⚠️ To continue the setup, you need an upgraded plan with the Klaviyo feature enabled. Contact your Swap account manager to upgrade or facilitate access.

To start, you will need the API key from your Klaviyo account.

  1. To obtain the API Key, go to Settings.

    Untitled (1).png

  2. Click API Keys-> Create Private API Key.

    Untitled.png

  3. Name the API key Swap Returns. This API key will create the connection between Swap and Klaviyo.

Activation

  1. From the Swap Dashboard, navigate to ‘Integrations’.

    Screenshot 2024-08-20 at 09.28.29.png

  2. Click on the Request button to send a request to enable the Klaviyo integration on your account (if it has not already been enabled).

    Screenshot 2024-08-20 at 09.28.44.png

  3. Once enabled, it will display a “Settings” button. Clicking on this button will allow you to add the Klaviyo API key.

    Screenshot 2024-08-20 at 09.28.48.png

  4. Input the Klaviyo key you copied from your Klaviyo account and fill it in the input. Click ‘Save’.

    Screenshot 2024-08-20 at 09.29.10.png

Swap is now integrated with your Klaviyo account. You will receive data on each available trigger. You can segment your lists accordingly or set up new email templates based on Swap triggers sent to Klaviyo. You can read more about utilising triggers with Klaviyo here.

 

 

Available Triggers

Klaviyo and Swap's integration provides several triggers to optimise customer engagement and streamline communication processes. These triggers allow you to automate email campaigns based on customer interactions and events, improving the overall customer experience.

Note: A new customer profile will be created if a customer's email address does not exist within Klaviyo.

Swap Returns

When a customer submits a return request in Swap, Swap passes that return data to Klaviyo, which is then saved as custom metrics within that customer's Klaviyo profile. Since Swap uses Shopify data, the customer email ties the return data to the customer's profile in Klaviyo.

  1. Return Created: When a customer submits a return on the portal.
  2. Return Processed: When the status of a return changes from open to closed, cancelled, or processed.
  3. In-Transit Shipping Status: When the tracking status of a label is updated (parcel in transit).
  4. Delivered Shipping Status: When the tracking status of a label is updated (delivered).
  5. Shipping Status:  When the tracking status of a label is updated (e.g., parcel in transit or delivered).
  6. Label resend request: When a Swap admin user (e.g., one of your customer service reps) clicks a button to resend a return confirmation within the dashboard, the same original “Return Submitted” payload will trigger.
  7. Exchange out of stock: When you attempt to place a return order and at least one exchange item is unavailable.
  8. Return Feedback: When a customer leaves feedback on the return process within Swap.
  9. Repair Created: When a customer submits a repair request on the Swap Repairs portal.
  10. Repair Processed: When a Swap admin user processes a repair request on the Swap dashboard.
  11. Recycle Created: When a customer submits a recycle request on the Swap Recycle portal.
  12. Recycle Processed: When a Swap admin user processes a recycle request on the Swap dashboard.

Swap Track

When a customer places an order in your store, Swap will pass that data to Klaviyo, which is then saved as custom metrics within that customer's Klaviyo profile. Since Swap Track uses Shopify and Swap internal tracking data, the customer email ties the return data to the customer's profile in Klaviyo.

  1. No Tracking Update Event: This occurs when there are no tracking updates for the specified grace period. A maximum of 3 of these can be sent out in total (aligned with the email tolerance).
  2. Late Package Event: When the courier declares the package late. Only one is ever sent out (aligned with the email tolerance).
  3. Orders Without Package Event: When an order sits in the warehouse without packaging, it is sent after the specified grace period. A maximum of 3 of these can be sent out (aligned with email tolerance).
  4. Package Not Shipped Event: This occurs when an order has been packed but has yet to be picked up by the courier. It is sent after the specified grace period. A maximum of 3 of these can be sent out (aligned with email tolerance).
  5. Package Shipped Event: This occurs when an order receives its tracking number for the first time. Only a single one of these is sent.
  6. Failed Delivery Attempt Event: When the courier reports a failed delivery attempt. This is sent as many times as the event happens.
  7. Available At Pickup Point Event: When the courier reports that the order is available at the pickup point. Only a single one is sent.
  8. Other Incidents Event: When the courier reports any other incident that isn't covered by another event, these can include (but are not limited to) being held at customs, delayed, etc.

Swap Protect

When a customer places an order on your store or submits a claim, Swap will pass that data to Klaviyo, which is then saved as custom metrics within that customer's Klaviyo profile. Since Swap Protect uses Shopify and Swap internal data, the customer email ties the return data to the customer's profile in Klaviyo.

  1. Order Placed Event: When the customer places the order.
  2. Claim Request Event: When a claim request has been made.
  3. Claim Approved Event: When a claim request has been approved.
  4. Claim Denied Event: When a claim request has been denied.

 

 

How to Use the Integration

With Klaviyo's capabilities and our seamless integration, you can engage and nurture your customers in a personalised and meaningful way.

In this example, you will be walked through setting up Klaviyo flows to use with your Swap triggers.

Creating a trigger

To start creating a trigger, head to Flows within your Klaviyo dashboard and select Create From Scratch

Screen Shot 2023-05-17 at 1.02.35 PM.png

‘Return Created’ Flow

  1. Set the trigger to Return Created

  2. Add an Email to the flow and use the variables available from the Swap triggers within your design.

  3. Design the email and select ‘Review and Turn On’ when you’re finished to enable the email.

    Screen Shot 2023-05-17 at 1.11.17 PM.png

Return Tracking Label Update (in-transit triggers)

⚠️ Most return journeys will receive multiple “In-transit” triggers for the parcel's movement between distribution centres. To avoid unwanted numerous actions from one trigger, add a flow filter.

  1. Set the trigger to Return Tracking Label Update.
  2. Add a flow filter (optional).
  3. Add an Email to the flow and use the variables from the Swap triggers within your design.
  4. Design the email and select ‘Review and Turn On’ when you’re done to enable the email.

Flow Filter

It’s important to trigger this only once every few days per customer. To prevent unwanted multiple triggers, we have added the following Flow Filter:

Has not been in flow in the last 7 days

Screen Shot 2023-05-17 at 1.12.04 PM.png

For more information on how to set up flows within Klaviyo, visit their help article.

Was this article helpful?

/