Returnly & Klaviyo Integration

Create custom email flows in Klaviyo using return events from Returnly.

Overview

If you use Klaviyo for email marketing, then you are able to create personalized post-purchase emails to shoppers who have created returns through Returnly using Switchboard.

Here are some common use cases for the integration:

• Create personalized messaging for shoppers who have received an Instant Credit voucher.

• Remind a shopper about their return options and deadline for returning their items.

• Create a personalized message with product recommendations from other data sources like Yotpo.

Getting Started

1. Pre-Requisites

If you're a current Switchboard customer and you would like to utilize the Returnly & Klaviyo integration please reach out to [e-mail] to get setup.

To get started, you will need to provide your Returns API token to Switchboard which can be found under the "Your Account" section of the Returnly dashboard. A Klaviyo API key is not required since the integration uses Klaviyo's public Track API. Switchboard can retrieve your public API key directly from your site.

2. Configuring Returnly Events

After initial setup, you'll need to decide which return events you would like to send to Klaviyo. A full list of return events and types are described in Returnly's Knowledge Base here. Notify us of which events you would like to configure and the Switchboard team can set them up immediately. Once the Returnly events are configured, you will need to create one test return to populate Klaviyo with the initial RMA data.

3. Configuring Klaviyo Flow

Switchboard is now able to trigger Klaviyo flows whenever a shopper "Receives a Returnly RMA Update". Here are the steps to get started in Klaviyo:

• Create a new flow and name it whatever you'd like, for example, "Shopper Receives Instant Credit".

• Create a new trigger based on the "Receives a Returnly RMA Update" metric.

• Optionally, you can filter people out of the flow by choosing a dimension filter (see below).

Filter visitors out based on the return event or any other custom property

• At this point, you can now create your specific campaign logic in the Klaviyo flow builder.

Keep in mind that Returnly sends its own emails at various points in the return process. Before activating your Klaviyo email flows, you should test the entire returns process end-to-end to ensure duplicate communications aren't being sent to shoppers.

Klaviyo Email Customization

Switchboard passes a variety of custom properties into Klaviyo from Returnly's Returns API. All properties that are sent to Klaviyo are prepended with "returnly_" to identify the source of the data. Returnly data can be used as variables in Klaviyo emails by using template tags.

For example, customer_properties can be applied to emails like this:

{{ person|lookup:"returnly_shopper_address_name" }}

Similarly, event_properties can be applied to emails like this:

{{ event|lookup:"returnly_rma" }}

Switchboard passes the following customer_properties to Klaviyo:

$email
returnly_shopper_address_name
returnly_shopper_address_line1
returnly_shopper_address_line2
returnly_shopper_address_city
returnly_shopper_address_state
returnly_shopper_address_postal_code
returnly_shopper_address_country_code

Switchboard passes the following event_properties to Klaviyo:

returnly_event_type
returnly_rma_id
returnly_rma
returnly_ext_store_id
returnly_currency
returnly_status
returnly_order_shipping_refund
returnly_return_shipping_quote_amount
returnly_return_shipping_refund_amount
returnly_shipping_paid_amount
returnly_subtotal_amount
returnly_estimated_refund_amount
returnly_refund_amount
returnly_restocking_fee_amount
returnly_tax_amount
returnly_discount_amount
returnly_shopper_message
returnly_merchant_notes
returnly_is_exchange
returnly_is_gift
returnly_is_exempt_from_shipping
returnly_return_label_amount
returnly_credit_issued_amount
returnly_credit_spent_amount
returnly_rma_created_at
returnly_rma_updated_at
returnly_rma_refunded_at

customer_properties and event_propertiescan be used to filter people out of the flow. For example, if you wanted to filter out people who haven't spent any of their Instant Credit, then you can create a condition where returnly_credit_spent_amount == 0.00.