Merge repeat profiles in Klaviyo

When it runs

MergeGuard asks Klaviyo to merge after it finishes merging a duplicate group in Shopify, whether you confirmed the merge or automatic merging made it. Merges you make in Shopify admin, outside MergeGuard, aren’t copied to Klaviyo. There is no per-merge choice.

What can change in Klaviyo

Klaviyo’s own merge rules decide what the merged profile looks like, including its consent and suppression. For profiles that use the same email address, Klaviyo’s help documents two cases:

• If only the profile merged away has an email consent record, Klaviyo uses it on the kept profile.
• If both profiles have a consent record with the same status, Klaviyo keeps the earlier consent date.

Email suppression records follow the same two cases. Klaviyo’s help doesn’t describe profiles whose statuses differ, so open the kept profile in Klaviyo after a merge and review its consent and suppression before you send.

Klaviyo’s help also describes these changes:

• The kept profile joins the other profile’s lists and takes its place in flows.
• Flow emails in progress can stop.
• Coupon codes assigned to the old profile are not reassigned to the kept profile.

Klaviyo describes these rules in its help articles on merging profiles and how Klaviyo works out which profiles are the same person. MergeGuard doesn’t copy, change or reapply subscriptions or suppressions in Klaviyo.

When a pair is skipped

MergeGuard leaves a pair unmerged when the merged customer has no separate Klaviyo profile, when the kept customer has no Klaviyo profile, or when a phone match points to a Klaviyo profile with another customer’s email. History shows the reason, and you can merge those profiles yourself in Klaviyo.

A record of both profiles

Before the merge, MergeGuard saves a copy of both Klaviyo profiles for your records: email, phone number, external ID, created and updated dates, subscriptions, location and custom properties. Custom properties are left out when the copy is over the size limit. The copy can’t reverse a merge. Klaviyo profile merges can’t be undone.

Read before you turn it on

The Klaviyo integration page explains each part in full, and Is MergeGuard safe? covers what MergeGuard changes across your store.