Troubleshooting Data Discrepancies

Revenue reporting doesn’t match to what’s in Klaviyo? Start here first. This guide explains the most common causes for reporting discrepancies, and how to address them.

Common Causes of Reporting Differences

1. Attribution Settings Do Not Match Klaviyo

• Your attribution settings in Hiro must exactly match those in Klaviyo — even one misaligned setting can cause discrepancies between the two platforms.

2. Deleted Campaigns or Flows in Klaviyo

• When a campaign or flow is deleted in Klaviyo, its revenue data is no longer reported there.

• Hiro retains attributed revenue from deleted campaigns and flows for historical accuracy, so this may cause Hiro to report higher revenue than Klaviyo for the same period.

3. Removed Double Attribution

• If you connect separate platforms for the same client (e.g. Klaviyo for Email, Attentive for SMS), Hiro uses a last touch attribution model to remove double attribution and gives credit to only one platform.
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  For example, if both platforms claim attribution for the same order, Hiro will award the attributed revenue to the platform with the most recent attributed event. This can lead to Hiro showing lower revenue than either platform individually, since only one source can be credited.
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• Postscript Attribution consideration: For the Hiro Postscript integration, Hiro only reports on Postscript revenue that was attributed to Postscript Campaigns and Flows and doesn't include Opt-In messages.

How to Ensure Attribution Settings Are Correct

• Go to the Client Settings page in Hiro for the specific client.

• Copy attribution settings from the client’s Klaviyo Attribution page.

• Go to the Client Settings page in Hiro for the specific client.

• Copy attribution settings from the client’s Klaviyo Attribution page.

• Match all settings exactly, including:

  • Attribution windows

  • EVERY CHECKBOX MATTERS!

• Click Save Attribution Settings to apply changes.

Intentional Differences between Klaviyo and Hiro Attribution

1. Hiro Keeps Revenue Attributed to Deleted Messages, Klaviyo Does Not

This is a crucial difference in how Hiro display attributed revenue that is different from Klaviyo.

When a message is deleted in Klaviyo, the revenue attributed to that message is no longer included in Klaviyo reporting dashboards. In Hiro, however, that revenue is retained.

This can cause Hiro attributed revenue to appear higher than Klaviyo during the period when those deleted messages were had revenue attributed to them.

It is generally a good practice to archive flow messages in Klaviyo instead of deleting them for this reason. That being said, this happens often, typically when a new agency takes over an account or when a one-off flow message was created for a limited-time promotion (e.g. Black Friday Promo Welcome Series Email #1) and is no longer needed.

You can see this discrepancy in Klaviyo by filtering your conversion metric by a given Attributed Flow in the Klaviyo Metrics tab and comparing it to the Overview Dashboards in Klaviyo reporting.

2. Hiro and Klaviyo treat historical Transactional Message revenue differently

When you have the setting "Exclude transactional messages from attribution data" selected in your Klaviyo attribution settings, Klaviyo will only exclude revenue attributed to that message during the period it was transactional.
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This seems intuitive, but in practice this can cause a significant "drop" in attributed revenue that is unnecessarily alarming because that revenue was never meaningful in the first place.
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For example, let's say you take over a client account and realize the messages in their Order Upcoming on Recharge flow (a notorious attribution magnet) are not set as transactional, so you do the smart thing and and mark them as transactional.
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Klaviyo will exclude revenue attributed to those messages from the day you set them as transactional moving forward.

This will create a drop off in attributed revenue in Klaviyo from that point forward, when practically speaking, this message should have never really had revenue attributed to it in the first place.

To avoid this in Hiro, we use the message's current transactional status at the time of a client backfill or an attribution settings update and apply that exclusion retroactively.

When to Reach Out to Support

If you’ve:

• Verified attribution settings,

• Checked for deleted campaigns/flows,

• Confirmed no double attribution issues,

…but numbers still don’t match or seem significantly off, please contact us via Slack channel or email support at help@hiroanalytics.com

There may be an underlying technical issue, and we’re happy to investigate further.