Onward Order Tracking uses Klaviyo to deliver shipment notifications and shipping exception alerts to your customers. This article walks you through connecting your Klaviyo account, verifying the integration, and troubleshooting common issues.
Why Klaviyo?
Klaviyo is the engine behind your tracking notifications. When Onward detects a shipment event (like "out for delivery" or "shipment delayed"), it pushes that event to Klaviyo. From there, you use Klaviyo's flow builder to decide what happens — send an email, trigger an SMS, update a segment, or all of the above.
This means you have full control over:
What messages are sent (you write the content in Klaviyo)
When they're sent (you set the triggers and timing)
Who receives them (you control the audience and conditions)
Onward handles the detection. Klaviyo handles the delivery.
Connecting Your Klaviyo Account
Step 1: Navigate to Integrations
In the Onward merchant dashboard, go to Account Settings > Integrations.
Step 2: Find Klaviyo
On the Integrations page, browse or search for "Klaviyo" in the Marketing category.
Step 3: Connect
Click the Connect button for Klaviyo. You'll be redirected to Klaviyo's authorization page.
Step 4: Authorize
Log in to your Klaviyo account (if not already logged in) and review the permissions Onward is requesting. Onward asks for eight scopes, and they fall into two groups.
Write permissions — how data gets into Klaviyo
These are what make the integration do anything at all. Without them, Onward can connect but cannot send you data.
Scope | What Onward does with it |
| Push tracking and exception events to Klaviyo so your flows can trigger on them. |
| Sync delivery stats and CashBack balances onto customer profiles for segmentation. |
Read permissions — verifying the connection and reporting on it
These let Onward confirm the integration is genuinely working and report on what your flows are doing, rather than leaving you to guess.
Scope | What Onward does with it |
| Confirm which Klaviyo account is connected and that the connection is live. |
| Check that the events Onward sent actually arrived in Klaviyo. |
| Read back event history to reconcile what was delivered. |
| Match an order's customer to the right Klaviyo profile before writing to it. |
| See which of your flows are triggered by Onward events, for reporting. |
| Attribute campaign activity alongside flow activity in reporting. |
Onward never sends marketing on your behalf and never edits your flows or campaigns — the read scopes are exactly that, read-only.
Click Allow to authorize the connection.
Step 5: Confirmation
You'll be redirected back to Onward. A success message confirms that Klaviyo is connected. The integration status on the Integrations page will update to show the active connection.
Verifying the Connection
After connecting, verify everything is working:
Check the Integrations page — Klaviyo should show as connected.
Go to Settings > Track — The Klaviyo Notifications section should show all event toggles as active (not grayed out).
Fulfill a test order — After fulfillment, check your Klaviyo account's activity feed to verify that tracking events are appearing.
If the event toggles in Track settings are grayed out with a message saying "Connect Klaviyo in Account Settings > Integrations to configure these events," the connection hasn't been established yet.
Disconnecting Klaviyo
If you need to disconnect Klaviyo (for example, to switch to a different Klaviyo account):
Go to Account Settings > Integrations.
Find the Klaviyo integration.
Click Disconnect (or remove the integration).
Note: Disconnecting Klaviyo will immediately stop all tracking events from being pushed. Your existing Klaviyo flows will stop receiving new triggers, but any messages already queued will still send.
Troubleshooting
"Connect Klaviyo" message in Track settings
If you see this message, your Klaviyo account isn't connected yet. Follow the steps above to connect it.
Events not appearing in Klaviyo
Check that Order Tracking is active for your store — If tracking isn't switched on yet, no events will be sent. Contact Onward support if you're unsure.
Check that the specific event is enabled — Each event has its own toggle in Settings > Track.
Wait a few minutes — Events are pushed in near real-time but may take a moment to appear.
Verify the order has a customer email — Events require a customer email or phone number to be associated with the order.
Authorization failed
If the OAuth connection fails:
Make sure you're logging into the correct Klaviyo account.
Try clearing your browser cookies and attempting the connection again.
Contact Onward support if the issue persists.