Get ahead of delivery problems (Order Tracker)
Last updated on October 13, 2026
A customer who hears about a late parcel from you, before they have to ask, rarely opens a support ticket. Vitals Order Tracker sees a delay or a failed delivery attempt as soon as the carrier reports it. These flows tell the customer right away, with their tracking link.
💡 Before you start: Klaviyo must be connected through the new connection. If you have not set up Klaviyo events yet, read Send Vitals events to Klaviyo first.
1. Turn on Order Tracker events in Vitals
Go to Integrations, find the Klaviyo card, and under Klaviyo events turn on Order Tracker events. Select Save.
The metrics Shipment Delayed and Shipment Delivery Failed appear in Klaviyo the first time a tracked parcel is delayed or a delivery attempt fails.
2. Create one flow for each problem
A Klaviyo flow starts from one metric, so build two short flows. Build the first, then clone it and change the trigger.
- In Klaviyo, go to Flows and select Create flow. Build it from scratch and name it "Parcel delayed".
- Choose Metric as the trigger and pick Shipment Delayed (it has the Vitals icon).
- Add an Email right after the trigger, with no delay (example below).
- Clone the flow, name the copy "Delivery failed", change its trigger to Shipment Delivery Failed, and adjust the email.
3. The emails
Example for a delay:
Subject: An update on your order #{{ event.order_number }}
Your parcel is running late. {{ event.carrier_name }} now expects to deliver it on {{ event.new_expected_delivery_date|default:'a later date' }}.
You can follow it here: {{ event.tracking_url }}
Sorry for the wait. If anything looks wrong, just reply to this email.
Example for a failed delivery:
Subject: We couldn't deliver your order #{{ event.order_number }}
{{ event.carrier_name }} tried to deliver your parcel but couldn't{% if event.failure_reason %} ({{ event.failure_reason }}){% endif %}.
Check the tracking page for the next attempt or where to collect it: {{ event.tracking_url }}
Useful properties
- Both: order_number, carrier_name, tracking_url, tracking_number, items, item_names, last_checkpoint_description, last_checkpoint_location
- Shipment Delayed: previous_expected_delivery_date, new_expected_delivery_date, exception_reason
- Shipment Delivery Failed: failure_reason
Good to know
- A parcel that slips twice sends Shipment Delayed twice, and a carrier that fails twice sends Shipment Delivery Failed twice. Each one is real news for the customer; turn on Smart Sending if you prefer fewer emails.
- These are service messages about an order. In the email's settings in Klaviyo you can mark them as transactional so they reach customers who are not subscribed, if your Klaviyo account is approved for transactional email.
- Order Tracker also sends Shipment Stalled when a parcel stops moving for a while. You can build a third flow on it the same way.