How to fix an abandoned cart flow that emails people who already bought

If your abandoned cart flow emails people who have already bought, the flow is missing an exit condition or its filter is wrong. In Klaviyo, add a flow filter or trigger split for placed order since starting the flow, check that order events match the same profile, and test the timing.

Have this ready.

• Examples of people who bought and still received a cart email
• Access to the flow settings and the activity feed
• The order time against the cart email time
• Knowledge of whether guest checkouts are involved

Steps.

1. 1. Collect real examples

   Find two or three affected profiles. Note when the cart event, the order and the email each happened, in order.

2. 2. Check the flow filter

   Open the flow and look at the filter. It should exclude anyone who has placed an order since starting the flow.

3. 3. Check the trigger filter

   Confirm the trigger filter does not conflict with the flow filter and is not so loose that it lets in people it should not.

4. 4. Add conditional splits before each email

   Place a split before later emails that checks placed order since the flow started. Filters only check on entry in some setups, so repeat checks help.

5. 5. Verify profile matching

   Check that the order and the cart events belong to the same profile. A different email at checkout can create two profiles, which the filter cannot connect.

6. 6. Review delays

   If the first email goes out very quickly, a quick buyer may order seconds later. Lengthen the delay slightly if this is common.

7. 7. Retest with a full path

   Start a test cart, place an order inside the delay and confirm the following email does not send.

Common pitfalls.

• Relying on one filter at entry and no check before later emails.
• Ignoring guest buyers using a different email.
• A very short delay that outruns the order event.
• Changing the flow and not testing the full path.

Check it worked.

• Flow filter excludes recent orders
• Splits check order before later emails
• Affected profiles examined
• Test order stops later emails
• Delay reviewed

Klaviyo changes its interface from time to time, so treat the steps as the order of work and match the names to what you see on screen.

Rather have this done for you? See our email flows & automation service or book a free audit.