How to set up a post-purchase flow in Klaviyo

A post-purchase flow runs after an order and covers thanks, usage guidance, a review request and a prompt toward the next purchase. In Klaviyo, trigger it from the placed order or fulfilled order event, split by product where it matters, and space the messages around real delivery times.

Have this ready.

• Order and fulfilment events syncing from your store
• A review tool or a simple review request page
• Product usage tips or care guides for your main items
• Knowledge of typical delivery time for your shipping options

Steps.

1. 1. Pick the trigger

   Open Flows and choose the placed order or fulfilled order metric. Fulfilled order is better for timing review requests, because it lines up with shipping.

2. 2. Map the moments

   List what the customer needs after buying: reassurance, how to use the product, a review request once it arrives, and a suggestion for what to buy next.

3. 3. Add the first message

   Send a short thank you with helpful information, separate from the transactional order confirmation. Do not duplicate what your store already sends.

4. 4. Space the follow-ups

   Add delays based on delivery and use time. Place the review request after the item has likely arrived and been tried.

5. 5. Split by product or customer type

   Use conditional splits so first time buyers, repeat buyers and buyers of different categories each get relevant content and recommendations.

6. 6. Add the next-purchase message

   Include a cross-sell or replenishment prompt with a dynamic product block that suggests items that complement what they bought.

7. 7. Test and set live

   Place a test order, step through each branch, and check that links, review requests and product blocks behave. Then set the emails live.

Common pitfalls.

• Sending a review request before the parcel has arrived.
• Pushing promotions so hard that the flow feels like another sales email rather than service.
• Ignoring returns and refunds, so unhappy customers still get upbeat upsell emails.
• Duplicating the order confirmation content and annoying customers.

Check it worked.

• Test order enters the flow and follows the expected branch
• Delays match realistic delivery timing
• Review links work and go to the right place
• Recommendation blocks show relevant products
• All emails are live

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.