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:
Permission | Why It's Needed |
Events: Read & Write | Push tracking events (shipment updates, exceptions) to Klaviyo. |
Profiles: Read & Write | Sync delivery stats and cashback balances to customer profiles. |
Accounts: Read | Verify the connection is active. |
Campaigns: Read | Support integration verification. |
Flows: Read | Support integration verification. |
Metrics: Read | Verify events are being received. |
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 Track Settings — 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 live — The Go Live toggle in Track Settings must be on.
Check that the specific event is enabled — Each event has its own toggle in Track Settings.
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.