# Klaviyo Connecting Klaviyo from Marketing & support in Settings, the tracking, follow-up and return events Horizon sends to it, buyer details, and disconnecting Section: app. Audience: public. Updated: 2026-10-10. --- Connect Klaviyo and each tracking update of your parcels, each follow-up and each step of a return reaches Klaviyo as an event on the buyer's profile. Your Klaviyo flows decide what to send. Horizon never subscribes anyone to your marketing. The Klaviyo card is in **"Settings"**, under **"Marketing & support"**, in the **"Connections"** group. ## Who can connect Anyone on the account can see the card. Only the account owner or an admin can connect, disconnect or change it; everyone else sees **"Only the account owner or an admin can connect or disconnect Klaviyo."** If the card says **"Not available yet"**, Klaviyo cannot be connected in this environment. ## Connecting 1. On the Klaviyo card, choose **"Connect"**. 2. You go to Klaviyo. Sign in and allow the access Next Horizon asks for. 3. Klaviyo sends you back to Next Horizon, which opens **"Marketing & support"** and finishes the connection. You can also start from Klaviyo: its Install button opens Next Horizon at `/integrations/klaviyo/install` and starts the same sign-in. Klaviyo's manage link opens `/integrations/klaviyo`, which is the same section. Klaviyo returns you to `/integrations/klaviyo/callback`. If you are signed out, you sign in first and carry on. Once connected, Next Horizon sends a sample of every event to your own Klaviyo profile, so you can build your flows before a real parcel moves. Samples are marked **"Sample"** in **"Recent events"**. If Klaviyo refuses, the card says why: access was not allowed, the sign-in is no longer valid, or Klaviyo did not grant the permissions Next Horizon needs. Start again from the card. ## The events The card lists them under **"Events in Klaviyo"**, in three groups. Each event carries the order number, the items with their photos, the tracking link and the parcel's latest scan. The names below are the metric names you will find in Klaviyo. **"Tracking updates"**, from the carrier as the parcel moves: | Event in Klaviyo | When | |---|---| | Order Shipped | The carrier has the parcel. Sent once per order, and carries the order total | | Shipment In Transit | The parcel is on its way | | Shipment Out For Delivery | The parcel is out for delivery | | Shipment Available For Pickup | The parcel waits at a pickup point or locker | | Shipment Delivered | The parcel was delivered | | Shipment Delayed | The carrier reported a delay, with the new delivery date when it gave one | | Shipment Delivery Failed | A delivery attempt failed | | Shipment Returned To Sender | The parcel is coming back to you | **"Follow-ups"**, when a parcel needs the buyer's attention: | Event in Klaviyo | When | |---|---| | Shipment Stalled | No carrier scan for several days | | Shipment Arriving Tomorrow | The carrier expects to deliver tomorrow. Sent in the morning, your time | | Shipment Delivery Date Missed | The expected delivery date has passed | | Shipment Pickup Reminder | The parcel has waited three days at the pickup point | Follow-ups go out in the daytime in your account's time zone, never at night. **"Returns"**, from your returns, at each step: | Event in Klaviyo | When | |---|---| | Return Initiated | The buyer asked to return items, with their reasons | | Return Approved | You approved the return, with its label's tracking once there is one | | Return Rejected | You declined the return, with your note | | Return In Transit | The return is on its way back to you | | Return Delivered | The return reached you | | Refund Processed | You refunded the buyer or gave store credit. An exchange with no refund sends none | A cancelled return sends nothing. Each event is sent once: the same scan seen twice, or by two tracking sources, gives one event. Nothing that happened before you connected is sent, and neither is news that is already old. ## Buyer details Every event goes to the buyer's email address. An order with no buyer email sends nothing; the card counts those under **"Skipped, no buyer email"**. **"Add the buyer's name and phone number to their profile"** is off until you turn it on. Turn it on if you send SMS from Klaviyo, and only if your privacy policy covers sharing them. Leave it off if your store already sends names and phones to Klaviyo, so the two never disagree. It needs Klaviyo's permission to update profiles: if the card asks, reconnect Klaviyo and allow it. With that permission, each buyer's profile also keeps their latest shipment, for your segments: its status, tracking number and when it changed, as properties named Next Horizon Last Shipment Status and the like. ## Shipping emails: yours or Klaviyo's Connecting Klaviyo turns nothing off. If your Klaviyo flows now send your shipping emails, turn off Next Horizon's own tracking emails so buyers do not get both. **"Open customer emails"** on the card takes you there. See [Notifications](/app/notifications). ## Watching it work Once connected, the card shows the **"Klaviyo account"**, **"Last event sent"**, **"Sent, last 7 days"**, **"Failed, last 7 days"** and **"Waiting to send"**, and a list of **"Recent events"** with the buyer's email masked. | Badge or message | What it means | |---|---| | **"Connected"** | Events are being sent | | **"Needs attention"** | Some events did not reach Klaviyo. Next Horizon retries each event for a while before it gives up, and the card shows Klaviyo's latest error | | **"Reconnect needed"** | Klaviyo no longer accepts Next Horizon's access. Events wait until you reconnect: choose **"Reconnect"** and sign in to the same Klaviyo account | | **"Klaviyo ended the connection"** | Usually the app was removed in Klaviyo. Nothing is sent now. Connect again to resume | ## Disconnecting **"Disconnect"** on the card, then confirm in **"Disconnect Klaviyo?"**. If you use an authenticator app, you are asked for its code. Next Horizon stops sending events and forgets its access. What Klaviyo already received stays there. You can connect again at any time. Turning buyer details on or off is recorded in the [activity log](/app/activity-log).