Recipe K03
Upcoming charge reminder
Tells the customer their saved card is about to be charged, at the delay you set in PreProduct.
- Email - upcoming charge
- Klaviyo
Failed charge recovery flow for Klaviyo pre-orders
Recipe Needs PreProduct
When a pre-order charge fails, this flow emails the customer to update their card from their pre-order portal. It triggers on PreProduct’s Email - failed charge metric, so mute PreProduct’s own emails first.
THE FLOW, STEP BY STEP
How it works
What you’ll build in Klaviyo. Every step can be edited.
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TRIGGER 01
Email - failed charge
PreProduct sends this metric to Klaviyo the moment a charge on a saved card doesn’t go through.
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EMAIL 02
Update your card
A plain email asking the customer to update their card from their pre-order portal, so the pre-order can go ahead.
COPY BUTTONS
Variables and copy
Klaviyo reads PreProduct’s properties from the event. Write them as event.*, not as Shopify order properties.
VARIABLES · EMAIL - FAILED CHARGE
- Customer name
{{ event.preorder.customer_name }}- Pre-order listing name
{{ event.listing.name }}- Order numberShopify order name, for example #1042
{{ event.preorder.order_name }}- Pre-order portal link
{{ event.preorder.customer_portal }}- Your store nameFrom your Klaviyo account
{{ organization.name }}
EMAIL · SUBJECT AND BODY · PLAIN TEXT
Hi {{ event.preorder.customer_name|default:'there' }},
We tried to charge your card for {{ event.listing.name }} (order {{ event.preorder.order_name }}), but the payment didn't go through.
To keep your pre-order, please update your card from your pre-order portal: {{ event.preorder.customer_portal }}
As soon as it's updated, we'll get your order ready to ship.
Thanks,
{{ organization.name }}REQUIREMENTS
What it needs
PreProduct is required
This flow triggers on PreProduct’s Email - failed charge metric. Klaviyo events come with PreProduct on the Scale plan and up.
Klaviyo, connected to PreProduct
Connect Klaviyo in PreProduct under Setup → Integrations so the events reach your account. The flow runs in Klaviyo with plain emails: add your brand template, voice and copy, then set it live.
“Mute email sending from PreProduct” switched on
Switch it on in PreProduct under Setup → Integrations so customers get your Klaviyo email, not the same update twice. The events still reach Klaviyo while it’s on.
BUILD IT IN KLAVIYO
How to set up
Recipe
- 1 Install PreProduct (Scale and up)
- 2 In PreProduct, go to Setup → Integrations, connect Klaviyo and switch on “Mute email sending from PreProduct”
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3
In Klaviyo, create a flow with the
Email - failed chargemetric as its trigger - 4 Add the steps, then paste the subject and body from this page
- 5 Add your styling and set the flow live
COMMON TWEAKS
Adapting it
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Send a second reminder
Add a time delay, then a conditional split on
Pre-order charge succeededsince starting this flow, with a second email on the No branch.Time delay · 2 days → Conditional split -
Copy in your team
Add a Klaviyo internal alert so someone can follow up with high-value customers by hand.
Internal alert · Email - failed charge -
Say when it ships
Remind the customer what they’re waiting for with the ship date.
{{ event.listing.ship_date }}
ABOUT THIS FLOW
FAQ
01 Which pre-orders can this happen to?
Charge-later and deposit-upfront pre-orders, where PreProduct charges a saved card after checkout.
02 Can I send more than one reminder?
Yes. Add a time delay and a conditional split on Pre-order charge succeeded, then a second email for customers whose charge still hasn’t gone through. Klaviyo flows hold up to eight steps here.
K04 · FAILED CHARGE RECOVERY