Post-Order Loyalty Emails with Klaviyo (Legacy Customer Accounts)

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Overview

1. Enrolled customers - Already signed in and eligible for the loyalty program
2. Intent customers - Checked “Join program” at checkout but haven’t created an account yet
3. Potential customers - Placed an order without signing in or joining the program

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Prerequisites

• Klaviyo integration must be set up and working
• Your loyalty program must be configured in Lantern
• Legacy Customer Accounts enabled in your Shopify store

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Flow 1: Points Awarded Email (Enrolled Customers)

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Setup Instructions

1. Create a new flow in Klaviyo
   • Go to Flows and click Create Flow
   • Choose Create from Scratch
   • Name it “Post-Order: Points Awarded”
2. Set the trigger
   • Select Metric as the trigger
   • Choose the Lantern Points Awarded metric
   • This triggers when enrolled customers earn loyalty points
3. Add timing (optional)
   • Consider adding a short delay (15-30 minutes) to allow for order processing
   • This ensures customers receive the email after their order confirmation
4. Create the email template
   • Subject line examples:
     • “You earned {{ event.points }} points! 🎉”
     • “Your loyalty points are waiting for you”
     • “Thanks for your order - here are your points!”
   • Email content should include:
     • Congratulations message for earning points
     • Number of points earned: {{ event.points }}
     • Current total points balance: {{ person.LanternLoyaltyPoints }}
     • Current loyalty tier: {{ person.LanternLoyaltyTier }}
     • Call-to-action to view account or redeem rewards
     • Information about tier progress (if applicable)

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Example Email Template

Subject: You earned {{ event.points }} points! 🎉

Hi {{ person.first_name|default:'there' }},

Thanks for your recent order! You've earned {{ event.points }} loyalty points.

🏆 Your Account Summary:
• Points earned: {{ event.points }}
• Total points: {{ person.LanternLoyaltyPoints }}
• Current tier: {{ person.LanternLoyaltyTier }}

{% if person.LanternLoyaltyNextTierSpendRemaining %}
You're ${{ person.LanternLoyaltyNextTierSpendRemaining|floatformat:2 }} away from reaching {{ person.LanternLoyaltyNextTierName }}!
{% endif %}

[View My Account] [Redeem Rewards]

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Flow 2: Account Invite Email (Intent Customers)

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Setup Instructions

1. Create a new flow in Klaviyo
   • Name it “Post-Order: Account Invite”
2. Set the trigger
   • Select Metric as the trigger
   • Choose the Lantern Account Invite metric
   • This triggers when customers check the “Join program” box at checkout
3. Add timing
   • Send immediately or with a short delay (15-30 minutes)
   • Consider a follow-up email after 24 hours if they haven’t activated
4. Create the email template
   • Subject line examples:
     • “Complete your account to claim {{ event.potentialPoints }} points!”
     • “Your loyalty rewards are waiting”
     • “Don’t miss out on your {{ event.potentialPoints }} points!”
   • Email content should include:
     • Welcome message and excitement about joining
     • Number of points waiting: {{ event.potentialPoints }}
     • Clear call-to-action with activation link: {{ event.activationLink }}
     • Benefits of the loyalty program
     • Urgency message about the grace period

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Example Email Template

Subject: Complete your account to claim {{ event.potentialPoints }} points!

Hi {{ person.first_name|default:'there' }},

Welcome to our loyalty program! 🎉

You have {{ event.potentialPoints }} points waiting for you from your recent order.

To claim your points and start earning rewards:

[Activate Your Account]({{ event.activationLink }})

As a loyalty member, you'll enjoy:
• Points on every purchase
• Exclusive member discounts
• Early access to new products
• Birthday rewards

⏰ Don't wait - you have 7 days to activate your account and claim these points!

Questions? Just reply to this email.

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Flow 3: Missed Opportunity Email (Potential Customers)

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Setup Instructions

1. Create a new flow in Klaviyo
   • Name it “Post-Order: Missed Points Opportunity”
2. Set the trigger
   • Select Metric as the trigger
   • Choose Placed Order (Shopify metric)
3. Add flow filters
   • Has not received metric: Lantern Account Invite in the last 0 days
   • Properties about someone: LanternEnrolledAt does not exist
4. Add timing
   • Wait 1-2 hours after order placement
   • This ensures they haven’t received other loyalty emails
5. Create the email template
   • Subject line examples:
     • “You could have earned points on your order!”
     • “Join our loyalty program - it’s not too late!”
     • “Don’t miss points on your next order”
   • Email content should include:
     • Information about what they missed
     • Benefits of joining the loyalty program
     • Call-to-action to create an account
     • Grace period information (if applicable)
     • Future earning potential

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Example Email Template

Subject: You could have earned points on your order!

Hi {{ person.first_name|default:'there' }},

Thanks for your recent order! We noticed you're not part of our loyalty program yet.

If you had an account, you would have earned points on this order that could be used for future discounts and rewards.

🎯 Join our loyalty program to:
• Earn points on every purchase
• Get exclusive member discounts
• Receive birthday rewards
• Access early product launches

The best part? It's not too late! Create your account within 7 days and we'll retroactively add points from this order.

[Join Now - It's Free!]

Already have an account? Make sure you're signed in during checkout to earn points automatically.

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Advanced Tips

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Segmentation

• First-time vs. returning customers
• Different spending tiers
• Product category preferences

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Testing

• A/B test subject lines and email timing
• Test different incentives and messaging approaches
• Monitor open rates, click rates, and conversion rates

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Follow-up Sequences

• Send reminder emails for unclaimed points
• Create nurture sequences for new loyalty members
• Set up tier upgrade celebration emails

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Personalization

• Current tier benefits
• Points until next tier
• Tier reset dates
• Point expiration dates

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Monitoring and Optimization

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Key Metrics to Track

• Flow performance: Open rates, click rates, conversion rates
• Account activations: How many people complete their account setup
• Point claiming: How many people claim their retroactive points
• Long-term engagement: Do these customers continue to earn points?

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Regular Maintenance

• Review and update email content quarterly
• Check that all Klaviyo metrics are still firing correctly
• Update personalization tokens if new properties are added
• Monitor for any changes in customer account behavior

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Troubleshooting

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Common Issues

• Emails not triggering: Check that Klaviyo integration is working and metrics are being sent
• Wrong customers receiving emails: Review flow filters and trigger conditions
• Broken activation links: Ensure {{ event.activationLink }} is being passed correctly
• Missing point values: Verify that {{ event.potentialPoints }} and {{ event.points }} are populated

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Getting Help

1. Klaviyo’s Metrics Activity Feed to see if events are being received
2. Lantern’s integration settings to ensure Klaviyo is properly configured
3. Your flow filters and trigger conditions
4. Recent orders in Shopify to verify customer account status