Plans: Premium, Enterprise, and API users. Metric availability varies across plans | Platforms: All platforms
Overview
When leveraging the AfterShip Klaviyo integration, you gain access to various flow metrics in your Klaviyo account. These are categorized into pre-ship emails, delivery summary emails, delivery update emails, delivery update emails for split shipments, and delivery anticipation emails.
Pre-ship emails
Metrics | Description |
AfterShip: Pre-ship - Order confirmation | Notification of an order being created |
AfterShip: Pre-ship - Fulfillment stalled | Notification of an order being created but remaining unfulfilled for a specified timeframe (X days) |
AfterShip: Pre-ship - Fulfilled partial order | Notification of an order being fulfilled partially. There are going to be separate notifications for each partial fulfillment. |
Delivery summary emails
Metrics | Description |
AfterShip: Delivery summary - All items fulfilled | Notification that all shipments in an order have been shipped. |
AfterShip: Delivery summary - All items delivered | Notification that all shipments in an order have been delivered. |
Delivery update emails
Metrics | Description |
AfterShip: Delivery updates - Info received | Notification that a package has been shipped and is awaiting pickup by the carrier |
AfterShip: Delivery updates - In transit | Notification that a package has been picked up and is en route to the customer. |
AfterShip: Delivery updates - Out for delivery | Notification of a shipment scheduled to arrive on the same day and is out for delivery. |
AfterShip: Delivery updates - Available for pick up | Notification of a shipment delivered to a pick-up point for customer retrieval. |
AfterShip: Delivery updates - Delivered | Notification of a shipment successfully delivered to the destination. |
AfterShip: Delivery exceptions - Exception | Notification that a package is in exceptional status, such as lost, customs delay, general delay, damaged, or returned to sender. |
AfterShip: Delivery exceptions - Failed attempt | Notification that a carrier unsuccessfully attempted to deliver a package. |
AfterShip: Delivery exceptions - Shipments stalled | Notification of a shipment with no updates for a specified timeframe (X days), regardless of its current status. |
Delivery update emails for split shipments
Using AfterShip event data, you can create emails containing details on split shipments (multiple shipments) within one order.
Delivery anticipation emails
Metrics | Description |
AfterShip: EDD - Delivery anticipation | Notification of a shipment scheduled to arrive the next day. |
AfterShip: EDD - EDD revised | Notification of a shipment’s latest estimated delivery date change. |
AfterShip: EDD - EDD missed | Notification of a shipment’s latest estimated delivery date being missed. |
Troubleshooting Missing Tracking Events or Notifications
If a tracking event is missing in Klaviyo, or a recipient did not receive an email/SMS triggered by a Klaviyo Flow, first determine where the issue occurred:
The tracking event is missing from Klaviyo: Check the AfterShip–Klaviyo connection and whether the shipment met the event conditions.
The event exists in Klaviyo, but no notification was sent: Check the Klaviyo Flow configuration and message delivery status.
Self-service checks
Check the AfterShip–Klaviyo connection
In AfterShip Tracking, go to Apps > Klaviyo and confirm that the connection status is Connected.
Confirm that AfterShip is connected to the correct Klaviyo account and eCommerce store. If your AfterShip organization has multiple stores, verify that the affected order’s store has its own Klaviyo connection.
Confirm that the shipment’s import source—such as Store, Tracking API, or CSV—is covered by the connection configuration.
Check the customer data settings. If email or phone number is not selected, that field will not be sent to Klaviyo.
If the connection was disconnected, authorization was revoked, or the wrong account was connected, reconnect it and test with a new order. Events that occurred before reconnection may not be sent retroactively.
Confirm that the shipment met the event conditions
Open the affected shipment in AfterShip Tracking and check:
The tracking number and carrier are correct.
The shipment has the expected status and corresponding checkpoint.
The target status occurred after the Klaviyo integration was enabled.
Your AfterShip plan supports the target Klaviyo metric.
Make sure you are checking the exact metric. For example:
AfterShip: Delivery updates - In transit
AfterShip: Delivery updates - Out for delivery
AfterShip: Delivery updates - Delivered
AfterShip: Delivery exceptions - Exception
Important distinctions:
Delivery updates - Delivered is a shipment-level event.
Delivery summary - All Items Delivered is an order-level summary event and requires all eligible shipments in the order to be delivered.
To prevent outdated notifications, AfterShip does not forward some historical carrier events. Depending on the event type, the valid window is generally 36–72 hours.
Changes to the stalled-event time frame are not applied retroactively to existing orders.
Check whether Klaviyo received the event
In Klaviyo, go to Analytics > Metrics, select the exact AfterShip metric, and use the correct date range.
Find the recipient’s profile using their email address or phone number.
In Profile Activity, filter for the expected AfterShip metric and open the event details.
Verify the event time and time zone, tracking number, order ID, shipment status, and event properties.
Do not rely only on the total event count shown on the Metrics page. An account-level count confirms that Klaviyo received events of that type, but it does not confirm that the specific shipment event was received.
Check the Klaviyo Flow and message status
If the correct event appears in the recipient’s Profile Activity, continue troubleshooting in Klaviyo:
Confirm that the Flow trigger uses the exact same AfterShip metric and that the Flow was active when the event occurred.
Confirm that the email/SMS action is set to Live. A Draft message is not sent, while a Manual message may require approval.
Review all Trigger Filters, Flow Filters, Conditional Splits, and Time Delays.
Find the recipient in Flow Activity and review the current status and detailed reason:
Status | What it means |
Waiting/Scheduled | The configured send time has not arrived |
Needs review | Manual approval may be required |
Skipped | Open the record to view the exact skip reason |
Sent | Klaviyo attempted to send the message; continue checking delivery details |
For skipped messages, check Smart Sending, marketing consent, suppression status, hard bounces, spam complaints, missing contact information, and unmet Flow filters.
A Sent status does not guarantee that the message reached the inbox. Review Delivered, Bounce, Dropped, or Spam activity and check the recipient’s junk folder and mailbox filtering rules.
When to contact AfterShip Support
Contact AfterShip Support when:
The shipment has a qualifying new checkpoint in AfterShip, but the corresponding event is missing from the Klaviyo profile.
The Klaviyo connection cannot be authorized, repeatedly disconnects, or sends data to the wrong Klaviyo account/profile.
The event appears in Klaviyo, but its metric name, tracking number, order ID, status, or other AfterShip event properties are incorrect.
Multiple qualifying new shipments are consistently missing the same AfterShip metric.
Include the following information:
Category | Information to provide |
Account | AfterShip organization ID and the affected store |
Shipment | Tracking number, carrier, AfterShip tracking ID, and order ID |
Expected event | Complete metric name, shipment status, checkpoint time, and time zone |
Evidence | Klaviyo connection settings, Profile Activity screenshot, first occurrence time, affected volume, and one working example if available |
Please provide at least one specific shipment that can be investigated. A screenshot showing only the total metric count is not enough to identify an individual event.
When to contact Klaviyo Support
If the correct AfterShip event already appears in the correct Klaviyo profile, the event has reached Klaviyo. Contact Klaviyo Support when:
The profile has the correct event but does not enter the expected Flow.
The profile met the trigger and filter conditions at the time of the event but was still skipped.
The skip reason conflicts with the profile’s actual consent, suppression, filter, or Smart Sending status.
The message remains in Waiting/Needs review, encounters a sending error, or shows Sent/Delivered but never reaches the recipient.
Include the Klaviyo account/company ID, profile ID, Flow ID or URL, trigger metric, message ID, event time and time zone, Flow filters/splits/delays, complete skip reason, and the profile’s consent or suppression status.
Quick routing guide
What you find | Next step |
The expected status/checkpoint is missing in AfterShip | Check the shipment data or carrier updates |
AfterShip has the checkpoint, but Klaviyo has no event | Contact AfterShip Support |
Klaviyo has the event, but the Flow did not trigger | Check the Flow configuration; contact Klaviyo if it is correct |
The message was skipped | Follow the exact skip reason and check filters, Smart Sending, and suppression |
Klaviyo shows Sent/Delivered, but the inbox has no message | Contact Klaviyo Support or the recipient’s email provider |
If you have any queries, feel free to connect with our support team for quick assistance.