The background on PixelRelay's Klaviyo connection. To set it up, see Connect Klaviyo.
Browser and server
PixelRelay sends your store's shopping events to Klaviyo from our servers, so ad blockers can't stop them. It also loads Klaviyo's onsite script (klaviyo.js) on your store with your Site ID, and skips it if the script is already on the page.
The private key needs Events: Full Access to send events, and Profiles: Read Access so PixelRelay can match shoppers who click your Klaviyo emails to their profile.
What gets sent
| Store event | Klaviyo metric | When Klaviyo's app is ticked (separate copy) |
|---|---|---|
| Product viewed | Viewed Product | Sent |
| Added to cart | Added to Cart | Sent |
| Cart viewed | Viewed Cart | Sent |
| Payment info added | Added Payment Info | Sent |
| Checkout started | Started Checkout | Sent as PixelRelay Started Checkout |
| Order placed (including Recharge orders) | Placed Order | Sent as PixelRelay Placed Order |
| Order refunded | Refunded Order | Sent as PixelRelay Refunded Order |
| Recharge subscription events | e.g. Upcoming Subscription Charge, Failed Subscription Payment, Cancelled Subscription | Sent |
The last column only applies when Klaviyo's native Shopify app is installed is ticked. With Don't send them, those three aren't sent at all. Recharge events need Recharge connected.
Event naming: with Standard Klaviyo metrics (recommended), events land in the metrics above, so your flows and reports pick them up. With PixelRelay-prefixed metrics (keep separate), every event arrives with a prefix, like PixelRelay Added to Cart.
Klaviyo's Shopify app and the separate copy
Klaviyo's app already records Started Checkout, Placed Order and Refunded Order straight from Shopify. When you tick Klaviyo's native Shopify app is installed, Events native also captures decides what PixelRelay does with those three:
- Send a separate PixelRelay copy (recommended): they go as their own
PixelRelay …metrics. They don't touch your revenue reports or trigger your existing flows, so nothing doubles, and you can compare PixelRelay's count with Klaviyo's. - Don't send them: PixelRelay skips those three. They only come from Klaviyo's app.
One thing to know: the separate copy can create profiles for shoppers Klaviyo's app missed, and those may count toward your Klaviyo plan. Don't want that? Pick Don't send them.
Matching shoppers
Klaviyo needs to know who the shopper is. PixelRelay holds browse and cart events from shoppers it can't identify yet for up to 14 days, and sends them once the shopper gives an email or phone, or clicks a Klaviyo email.
Events that are more than 5 hours old by then go into the profile's history but won't trigger flows, so nobody gets a stale abandoned-cart email.
Troubleshooting
| What you see | What to do |
|---|---|
| Private API key is required or Public API key (Site ID) is required | Both are needed the first time. When editing, leave the private key blank to keep the saved one. |
| Klaviyo rejects events | Check the key has Events: Full Access and Profiles: Read Access. If not, create a new key and paste it in Edit. |
| Placed Order or Started Checkout counted twice | Tick Klaviyo's native Shopify app is installed and pick an option under Events native also captures. |
| No Started Checkout or Placed Order from PixelRelay | With the separate copy, look for PixelRelay Started Checkout and PixelRelay Placed Order. With Don't send them, those only come from Klaviyo's app, so check its Shopify integration is connected. |
| Viewed Product or Added to Cart counted twice | Look for old Klaviyo tracking code in your theme. See Turn off old Klaviyo tracking. |
| A flow didn't fire for an event | Events that reach Klaviyo more than 5 hours late go into the profile's history but don't trigger flows. |
Disconnect
Connections → Klaviyo → Disconnect, then confirm. PixelRelay stops sending events and stops loading Klaviyo's script on your store. If your Klaviyo forms relied on PixelRelay loading that script, turn on Klaviyo's own app embed in your theme editor.
Questions
Do I remove Klaviyo's Shopify app? No. Keep it for syncing orders, customers and products. See Turn off old Klaviyo tracking.
Why does PixelRelay need Profiles access? To match shoppers who click your Klaviyo emails to their profile.
Related
Need help? Email [email protected]