The post-purchase flow is the unsexy revenue driver most brands underinvest in. It runs once per customer, sends 4-6 emails, and quietly compounds repeat purchase rate. Done right, it adds 10-15 percent to repeat orders without discount erosion.
Use this SOP as a template
Copy or download the full procedure as Markdown or a Word file, then adapt it to your Klaviyo setup. Free, no signup, paste it straight into Notion, Google Docs, or ReccordSOP.
Repeat customers are your most profitable. The post-purchase flow shapes whether a first-time buyer becomes a customer for life or churns after one order. This is the highest-LTV email program you run.
Not Order Fulfilled. Fulfilled lags by days; you want to engage while excitement is fresh.
Track-your-order link, expected delivery, what to expect in the box.
How to use the product, common questions, video tutorial. Reduces returns by 20-30 percent in some categories.
Photo of their product, one-click rating widget. This drives your reviews flywheel.
Not the same product. Adjacent products in the same routine.
Only for products with predictable use cycle. Subscriptions or one-time replenishment offers.
If they buy again, exit the flow and trigger a different sequence for repeat customers.
Powers segmentation. First-time vs repeat customers get different messages forever.
Related guide
Five checks, a scoring rubric, and a quarterly cadence for catching broken triggers, aged-out segments, and revenue leaks.
Related guide
Sender reputation, list hygiene, and the sunset policy that keeps your flows out of the spam folder.
Record your screen while performing the klaviyo post-purchase flow. ReccordSOP turns the recording into a SOP with timestamped screenshots. When your live setup changes, drift detection flags it.
Generate this SOP freeFour to six. Below four and you miss the review and cross-sell windows. Above six and engagement drops.
Only the replenishment message can include a small discount (5-10 percent). Earlier emails should focus on value and education, not price.
Day 21-30, after the review request has succeeded. Customers who reviewed are more likely to refer.
I built ReccordSOP after watching too many DTC ops teams lose months to undocumented workflows. These SOPs are battle-tested with Shopify operators running $1M to $50M brands.
Last reviewed June 1, 2026
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