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Using Recharge custom properties in Klaviyo

Shopify Checkout integration Recharge Checkout on BigCommerce Recharge Checkout on Shopify
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Recharge sends custom properties to Klaviyo that are stored at the customer level, allowing you to create custom segments and target specific groups of customers.

Platform:
  • Recharge Checkout on BigCommerce
  • Shopify Checkout Integration

Before you start

Overview

Klaviyo allows you to store custom properties about your customers on their customer profile, allowing you to segment customers, filter flows, and include targeted/dynamic email content depending on your customers' stage in their subscription journey. See Klaviyo's Getting started with segments for more information. 

Recharge passes specific customer information to Klaviyo automatically through Recharge custom properties. Data is synced depending on the event associated with the variable. Either a subscription or charge event triggers an update in Klaviyo.

View Recharge custom properties in Klaviyo

Recharge custom properties are stored on the Customer Profile in Klaviyo. 

  1. Open the Customer Profile on Klaviyo for a specific customer.
  2. Expand the Information tab.
  3. Locate the Custom Properties section. Properties associated with Klaviyo begin with rc_. 

All Recharge customer properties are located in Klaviyo under the Information tab.png

Available properties

The following properties are available at the customer level in Klaviyo: 

Recharge custom property

Notes

rc_active_subscriber

The customer’s active status.

If the customer has at least one active subscription, the value is true. If the customer does not have an active subscription, the value is false.

rc_active_subscription_count

The number of active subscriptions associated with the customer’s customer hash.

rc_active_subscription_variant_ids

A comma-separated list of the variant IDs for each active subscription.
rc_cancelled_subscription_variant_ids

A comma-separated list of the variant IDs for each cancelled subscription.

rc_all_subscriptions

 Data passed from Recharge to Klaviyo when the “Subscription started on ReCharge” metric fires.
Note: You cannot query individual variables from this comma-separated list when creating segmentations in Klaviyo with rc_all_subscriptions. The values are within a nested object, which limits how the segmentation tool can query it.

rc_cancelled_subscription_count

The number of cancelled subscriptions.

Note: Expired subscriptions with existing upcoming shipments (ie. prepaids) are included in this count

rc_cancelled_subscriptions_charge_count

The number of cancelled charges per subscriptions.

rc_customer_hash

The Recharge customer hash specific to the customer.

The customer hash is used when creating Recharge Quick Action URLs in Klaviyo.

rc_customer_id

The customer ID assigned by Recharge.

rc_external_customer_id

The customer ID assigned by your external platform.

Note: The external_customer_id is not yet recorded for the Recharge Checkout on BigCommerce, however, we plan to add it in the future.

rc_first_charge_processed at

The date the customer's first charge was processed.

rc_active_subscriptions_charge_count

The charge count for each subscription item the customer is subscribed to.

The numbers before the colon in the customer property represents the shopify_variant_id. The number after the colon represents the amount of charges on this variant so far.

rc_active_subscriptions_product_title_frequency

The name of the subscription product and the frequency that customers are subscribed to it.

The property value used here is product title:frequency:unit, ie. rc_active_subscription_product_title_frequency: Daily Moisturizer - 60 L:6:months.

rc_active_subscriptions_product_SKU_frequency

The SKU for the subscription product and the frequency that customers are subscribed to it.

The property value used here is product SKU:frequency:unit, ie. rc_active_subscription_product_SKU_frequency: Daily Moisturizer - 60 L:6:months.

Note:This property only work for the Shopify Checkout Integration.

rc_queued_charge_count

The number of queued charges that currently exist for the customer.

There may be multiple queued charges listed if customers have multiple subscriptions with different frequencies.

rc_queued_charges

Data passed to Klaviyo when the “Order Upcoming on Recharge” metric fires.

Use this property in a flow as line items with the “Order Upcoming on ReCharge” metric to personalize your Order Upcoming on Recharge email flow.

This property cannot be used to create segmented lists in Klaviyo.

alt rc_queued_charges _content.png"

rc_customer_charge_count

The charge count at the overall customer level. 

This count increases if a checkout order that includes a subscription is processed, or a charge in Recharge is processed.

rc_next_charge_date

The customer's next charge date.

rc_all_next_charge_dates

A list of the customer's next charge dates and the associated variant ids.

rc_active_products

The name of the products a customer is actively subscribed to.

rc_cancelled_products

The name of the products a customer cancelled their subscription to.
rc_expired_products

The name of a products associated with an expired subscription.

rc_active_SKU

The unique SKU for a product a customer is actively subscribed to.

This property is only available through the Shopify Checkout integration.

rc_cancelled_SKU

The SKU for a product that a customer cancelled their subscription to.

This property is only available through the Shopify Checkout integration.

rc_expired_SKU

The SKU for a product associated with an expired subscription.

This property is only available through the Shopify Checkout integration.
rc_credit_total_available_balance

The total available balance of all credits issued to the customer. 
rc_active_bundles_contents_product_SKU

A comma-separated list containing the SKUs for each item in a customer's active customizable bundle subscription.

This list does not contain fallback selections.
rc_active_bundles_contents_product_title

A comma-separated list containing the titles for each item in a customer's active customizable bundle subscription.

This list does not contain fallback selections.
rc_campaign_token

A unique campaign token stored in Klaviyo that you can use to send Win Back emails containing magic links. Use magic links to ensure customers don't have to enter their password when interacting with the link and are immediately sent to the Win Backs landing page.
rc_active_program

The name of the program the customer is currently enrolled in.

 

Note: Use the contains operator when creating segments with custom properties that use comma-separated lists.

Backfill historical data

Note: When backfilling historical data, event metrics are not backfilled. 

You can backfill Recharge custom property data directly in Klaviyo for existing customers if:

  • You were not previously using Recharge's Klaviyo V2 integration with Klaviyo
  • A backfill has never been run before for your account

This process ensures that all Recharge customer data is up to date. To backfill your historical data: 

    1. Select Backfill historical data from the Klaviyo integration page in Recharge.
      Use_the_Backfill_historical_data_button_to_update_the_customer_properties_for_existing_custoemrs.png
    2. A command box will appear explaining the Backfill process. Select Proceed to backfill your historical data.
    3. Monitor the Backfill status listed under the Backfill historical data section of the Klaviyo integration in your Recharge admin. Use the Refresh status option to get an updated status of the backfill. Klaviyo___Integrations___Recharge_2021-07-06_15-18-47.png
    4. The Backfill status will display as completed once the backfill has finished. You will then be able to see customer properties listed for existing customers.
Tip: Depending on your store size, running a backfill can take 10+ hours to complete. The status will update when the backfill is completed. You do not need to stay on the page for it to continue running. 

Customer segments and campaigns

Use Recharge custom properties to create customer segments in Klaviyo and target specific groups of customers through Klaviyo campaigns with the information they need.

For example, one way you can use segments is to find active and inactive subscribers or set a segment for a specific product variant. While these are two popular examples of ways you can segment customers, there are countless other ways to use this feature to target specific customers. Watch the following video to learn more:

See Klaviyo's instructions on how to create a segment for more information. When using Recharge custom properties as a segment, set the definition to properties about someone, and then find the correct Recharge property from the dropdown menu.

Monosnap Create segment | Klaviyo 2023-12-07 10-31-33.png 

Create Klaviyo campaigns and target specific groups of customers using segments. Check out the example segment below to get started. 

Segment by active, cancelled, or expired product titles or SKUs

Segmenting by product title or SKU is a great way to target customers who have subscribed to a specific product, or to communicate changes to customers who were subscribed to a cancelled or expired product.

      1. Log in to Klaviyo. 
      2. Select Lists & segments from the Audience navigation menu item.
      3. Select Create List / Segment.
      4. Click Segment and add a name to your segment. 
      5. Select Properties about someone from the Definition dropdown options. 
      6. Select one of the following Recharge properties from the Dimension dropdown menu to segment customers by the product titles or SKUs they are subscribed to:
        • rc_active_products | rc_active_SKU
        • rc_cancelled_products | rc_cancelled_SKU
        • rc_expired_products | rc_expired_SKU   
      7. Select contains from the equals dropdown menu. 
      8. Select the product from the Dimension value dropdown menu.
      9. Select Create Segment to find customers who belong to this group. 

You can then use the segment to create campaigns targeting customers subscribed to a specific product.

Note: Use the contains condition in Klaviyo when using the product properties to ensure all relevant customers are segmented by product.

FAQ

How do I target my first-time subscribers using custom properties?

Use the rc_customer_charge_count property to welcome first-time subscribers to your subscription community by creating a segment or Klaviyo flow when customers trigger the 'order placed successfully on Recharge' metric and their rc_customer_charge_count is equal to 1.

Educate your customers on the benefits of subscriptions and include the view customer portal quick actions URL to give customers a passwordless link to their portal.

Can I create a segment based on a customer's subscription frequency?

Use either of the following properties to targets customers who subscribed to a specific product on a certain frequency:

  • rc_active_subscriptions_product_title_frequency
  • rc_active_subscriptions_product_SKU_frequency (SCI only)

Target these customers with email notifications allowing them to swap to a subscription frequency that is more suited to to the product they are subscribed to.

What property should I use to target a specific group of customers about an upcoming charge?

The rc_next_charge_date property allows you to segment customers based on a specific charge date. If a customer has multiple upcoming charge dates, this will reflect the first upcoming charge. 

The rc_all_next_charge_dates allows you to segment customers based on a specific variant ID they are subscribed to and the next charge date associated with it. 

You can use either of these properties to filter and segment customers by their next charge date so that you can email them about an upcoming shipment delay, or provide an upsell opportunity. 

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