What you need to know:
- Customers who opted in to receive newsletters in Neto are always added to your selected list in Klaviyo
- They may still show as Never Subscribed
- To email your customer database: simply select the Neto list in Klaviyo. Your customers are automatically eligible to receive email marketing in Klaviyo.
If you’re using the Klaviyo for Neto integration (or most other Klaviyo ecommerce integrations), you might have noticed something a bit puzzling: customers who definitely subscribed to your newsletter via Neto (e.g., during checkout or on their account page) can sometimes appear in Klaviyo with ‘Email Marketing Consent’ as ‘never subscribed’. You might also see their ‘Accepts Marketing’ status as ‘False’, even when you know they’ve opted in.
Don’t worry, this is actually expected behaviour in Klaviyo!
Here’s what’s happening:
When a customer subscribes through your Neto store, our integration correctly adds them to the Klaviyo list you designated during setup. They are indeed ready to receive your emails.
However, the ‘Email Marketing Consent’ status you see in Klaviyo – specifically labels like “Never Subscribed” – has a particular meaning within Klaviyo’s ecosystem. It essentially means “This person has never subscribed through a Klaviyo-native form or signup method.”
Why doesn’t the integration just flip this to “Subscribed”?
The main reason our integration (and many others) works this way is to prevent an unintended consequence: triggering double opt-in emails en masse.
Many Klaviyo accounts are configured to use double opt-in. This means when someone new subscribes, they receive an email asking them to confirm their subscription before they are officially added. If the integration were to automatically change the Klaviyo subscription status for every customer synced from Neto, it could mean that every single existing Neto subscriber would suddenly receive a double opt-in confirmation email the moment you connect the two platforms. For most businesses, this is not the desired outcome and can lead to confusion for your customers.
Key Takeaway
Even though the ‘Email Marketing Consent’ field in Klaviyo might seem misleading for your Neto-originated subscribers, rest assured that they have been correctly added to your chosen list and are eligible to receive your marketing campaigns. The label is simply a reflection of how they entered Klaviyo (i.e., not via a Klaviyo form).
So, while it might look a bit confusing at first glance, your Neto customers are syncing as intended, and you can confidently include them in your Klaviyo email strategies!
