Using Recharge metrics to trigger Klaviyo flows

Recharge sends custom metrics to Klaviyo that record subscription and order actions as timestamped events. Use these metrics as flow triggers in Klaviyo to automatically send notifications via email or Klaviyo SMS when key events occur. You can also use the event properties sent with each metric to filter who enters the flow and personalize messages.

This guide explains how Recharge metrics work with Klaviyo, which metrics are available, and the properties sent with each metric.

Before you start

• Review the Klaviyo overview guide to understand how Klaviyo works with Recharge.
• See Recharge and Klaviyo use cases for detailed walkthroughs on building Klaviyo flows and campaigns with Recharge data.

Video walkthroughs

Recharge and Klaviyo metrics

Metrics are events in Recharge that are sent to Klaviyo. You can use metrics to trigger specific events and provide line-item details around the event. Review the following video to learn about the different stages of the customer lifecycle and how you can use Recharge and Klaviyo metrics to support your customers’ needs.

Klaviyo email flows

Email flows in Klaviyo consist of a trigger setup that searches for keywords in a metric and then sends your configured email to customers. Watch the video below to learn how Recharge and Klaviyo pass information, as well as instructions on replacing standard Recharge notifications.

Build a flow in Klaviyo with Recharge metrics

Review How to build a flow in Klaviyo with Recharge metrics for detailed setup instructions.

Recharge metrics as event triggers for Klaviyo flows

Every Klaviyo flow begins with a trigger that activates the flow when the trigger conditions are met. Recharge metrics are one type of trigger you can use when configuring a Flow Trigger.

Use metrics as triggers when building Klaviyo Marketing flows to grow your business, or create Transactional flows that replace customer notifications in Recharge.

Flow examples

• Use the Subscription started on ReCharge metric to welcome new customers to their subscription. 
• Use the Subscription frequency change on Recharge metric to automatically send customers a confirmation that their subscription was successfully updated.
•  Use the Order upcoming on ReCharge to replace Recharge's standard upcoming order notification.

Understanding metrics and properties

Metrics are recorded customer events, stored in Klaviyo. Metrics are triggered when specific customer events occur, and customer data is sent to Klaviyo based on the customer's action. For example, anytime a customer checks out with a new subscription product, the Subscription started on ReCharge metric is triggered to send information from Recharge to Klavyio. See Klaviyo’s article Getting started with metrics to learn more about how metrics work.

Recharge passes line-item details around every event to Klaviyo through metrics. These line-item details are called properties, and they tell the story of the specific action the customer took. Available properties depend on the metric Recharge sends to Klaviyo. For example, the Subscription started on ReCharge properties contains details about the product the customer purchased to start their subscription, including the product ID, so you can create custom Welcome emails to customers based on the products they subscribe to.

Find each metric listed below, grouped by event type, along with the properties sent with each metric.

• Subscription metrics
• Order metrics
• Gifting metrics
• Bundle metrics
• Rewards metrics

To use any of the property variables listed below in your Klaviyo email, add event. at the beginning of the syntax to the variable. The variable will not render in your email without this included. Here are some syntax examples:

• To use the cancellation_reason property in a Klaviyo email for the Subscription Cancelled on ReCharge metric, the needed format is {{ event.cancellation_reason }}.
• To add the schedule_at property in a Klaviyo email for the Order upcoming on ReCharge metric, the required formatting is {{ event.scheduled_at }}.

Viewing properties in Klaviyo

You can view example customer properties when previewing the email associated with a Klaviyo flow:

1. Open the flow in Klaviyo.
2. Click on the email action in the flow. 
3. Click Edit template to open the email template.
4. Click Preview & test to open a preview of the Event Info. 

You can now view the available properties associated with the event in the right-hand panel under Event Properties. 

Use the arrow buttons in the Previewing with recent event section to populate different customer data.

Subscription metrics

The following metrics are sent to Klaviyo when a customer interacts with their subscription:

• Subscription started on ReCharge: Triggered when a subscription is added to the customer's account through the checkout, customer portal, API, or through the Recharge merchant portal. 
  • The system triggers the "Subscription started on ReCharge" metric for every new subscription, potentially triggering multiple events if a customer purchases multiple subscriptions. To only send one email when a customer buys multiple subscriptions at checkout, use the "Order placed successfully on Recharge" metric. Set the filter type to "CHECKOUT" and/or "RECURRING" based on your use case.
• Subscription cancelled on ReCharge: Triggered when a subscription is canceled through the customer portal, via API, through the Recharge merchant portal, or, upon request, through Recharge's bulk cancellation tool. 
• Subscription expired on ReCharge: Triggered when a subscription auto-expires by design. 
  • To provide a positive customer experience, this metric is only sent if the subscription expires after two or more charges. 
• Recharge subscription reactivated: Triggered when a customer reactivates a canceled subscription. 
• Subscription paused on ReCharge: Triggered when a customer pauses their subscription.
• Subscription SKU swapped on Recharge: Triggered when a SKU is swapped on ReCharge. 
• Subscription next charge date changed on Recharge: Triggered when an individual subscription's next charge date is rescheduled. 
• Subscription frequency changed on Recharge: Triggered when a customer changes their subscription frequency.
• One-time product added on Recharge: Triggered when a one-time product is added to an order.
• One-time product deleted on Recharge: Triggered when a one-time product is removed from an order.

Properties

Review the list of available properties sent with subscription metrics. See Property availability per subscription metric to confirm if a property is sent through a specific metric.

Order metrics

The following metrics are sent to Klaviyo when a customer interacts with their order:

• Order upcoming on ReCharge: Triggered three days before a customer's upcoming order is processed, by default. 
• Order upcoming (prepaid) on ReCharge: Triggered three days before a customer's upcoming prepaid shipment is processed by default. 
• Order placed successfully on Recharge: Triggered when a checkout or recurring order is successfully processed. 

By default, Recharge sends the upcoming order metrics to Klaviyo three days before the queued charge date. To change when this metric is sent, follow these steps:

1. In the merchant portal, click Cross-sell and upsell. Select Upcoming order email, and click Settings.
   1. Alternatively, click Email. Select Upcoming order email, and click Settings.
2. Under Send these emails, enter the number of days before the charge date that Recharge should send the upcoming order metric to Klaviyo.
3. Click Save settings to apply your changes.

You must contact the Recharge support team to update the settings for the order upcoming (prepaid) on ReCharge metric. 

Properties

Review the list of available properties sent with order metrics. See Property availability per order metric to confirm if a property is sent through a specific metric.

Gifting metrics

Recharge sends the following metrics to Klaviyo when a gift is purchased: 

• Gift purchased on ReCharge: Triggered when Recharge schedules the notification for the gift recipient.
• Gift redeemed on ReCharge: Triggered when a gift recipient redeems their gift. 
• Gift unclaimed on ReCharge: Triggered when a gift recipient does not redeem their gift. 

Properties

The following properties are sent with every gifting-related metric: 

Bundle metrics

Recharge sends the following metrics to Klaviyo to report bundle activity: 

• Bundle selection created on ReCharge: Triggered when a new bundle selection record is created and when new selections are created after an automatic reset. 
• Bundle selection updated on ReCharge: Triggered when an existing bundle selection record is updated in the customer portal. 

Properties

The following properties are sent with every Bundles-related metric: 

Rewards metrics

Rewards metrics are split between Credits and Memberships. 

Credit metrics

• Credit adjustment created on ReCharge: Triggered whenever a credit adjustment is created on an associated credit account.

Properties

The following properties are sent with every Credits-related metric: 

Membership metrics

• Membership started on ReCharge: Triggered when a membership is added to a customer’s account through the checkout or customer portal, via the API, or the merchant portal.
• Membership expired on ReCharge: Triggered when a membership automatically expires. 
• Membership cancelled on ReCharge: Triggered when a membership is canceled in the merchant portal, via the API, by the customer in the customer portal, or via the Recharge bulk cancelation tool.
• Recharge membership reactivated: Triggered when a customer reactivates a canceled membership.
• Member pricing removed from subscription on ReCharge: Triggered when the member pricing discount is removed from a customer's recurring subscription because their membership expires. This notification is only sent when member pricing is removed from an active subscription. 

Properties

The following properties are sent with every Memberships-related metric: 

Additional properties are sent with specific metrics. Refer to the list below for additional properties sent with each metric: 

Membership started on ReCharge

Member pricing removed from subscription on ReCharge

The member pricing removed from subscription on ReCharge metric only sends some of the properties listed in the chart above, as well as the following properties: 

Subscription Experiences metrics

For applicable Subscription Experiences, add a Klaviyo notification node to the flow canvas to send relevant customer notifications using Klaviyo. For setup instructions, see Add a Klaviyo node to a Subscription Experience.

The following metric is sent to Klaviyo when a customer enters a Subscription Experience containing a Klaviyo notification node:

• Flow triggered on Recharge

Properties

Flow event properties

Flow event properties are related to the flow itself. These are sent with every Klaviyo node.

Customer event properties

Customer event properties are related to specific customer events.

Order event properties

Order event properties are related to specific order events.

Incentive event properties

The incentive event properties relate to the incentive provided through the Recharge flow. The incentive node must be placed before the Klaviyo node for the event properties to be made available.

Custom event properties

Use custom event properties to pass unique store information from Recharge to Klaviyo and dynamically populate it, or use them to filter and segment customers. You can send up to four custom event properties per Klaviyo node.

For example, if you set up a Surprise and Delight A/B test and want to segment the customers in Klaviyo based on who didn’t receive an incentive, you could add a Klaviyo node to the “no offer” branch and pass a custom attribute with the property name branch and the value no_offer:

• The property name will always be prefixed with rc_flow_
• To continue with the same example, in Klaviyo the custom event property would populate as rc_flow_branch: no_offer

Considerations

Consider the following when using Klaviyo and Recharge:

Frequently asked questions