Luxury Leather Furniture — Internal Guide

How to Remove a Customer from a Klaviyo Flow

Use this guide when a customer should stop receiving emails from a specific flow — for example, the weekly update sequence. Follow every step in order.

Before You Start — Check the Customer's Profile

First, confirm which flow the customer is in and which emails they've already received.

  1. Log in to Klaviyo. In the left sidebar, go to Audience → Profiles.
  2. In the search bar at the top, search for the customer's email address. Click their name to open their profile.
  3. Inside the profile, click the "Lists & Segments" tab. You'll see all the flows and lists they belong to.
    Klaviyo profile view showing Lists and Segments tab
    The customer profile — click "Lists & Segments" to see which flows they're in. Check the right panel to see which emails they've received.

1 Remove via Recipient Activity Recommended

The fastest and most reliable method. Use this in almost all cases.

  1. In the left sidebar, click Flows.
  2. Find and click on the specific flow you want to remove the customer from (e.g. Violino 12–16 weeks or Weekly Update).
    Klaviyo flow view showing email steps in sequence
    Inside the flow — you'll see the email sequence. Find the email the customer is currently waiting on (it will be highlighted or labeled).
  3. Click on the specific email step that the customer is waiting on. A panel will open on the left side.

    Not sure which step? Go back to their profile and check the right-side activity panel — it shows the last email they received.

  4. At the top of that email's detail page, click the "Recipient Activity" tab. Then on the left side, click "Waiting" (or "Needs Review" / "Scheduled" — wherever the customer shows up).
    Recipient Activity tab showing list of scheduled recipients
    The Recipient Activity tab — you'll see a list of customers scheduled to receive this email. Find the customer by their email address.
  5. Find the customer's email address in the list. You can use the search box if needed.
  6. Click the orange "Cancel Send" button next to their email address. A confirmation box will appear — click "Cancel Send" again to confirm.
    Cancel Send confirmation dialog
    The confirmation dialog — click "Cancel Send" to confirm. This stops all future emails in this flow for that customer.
✓ Done. The customer will no longer receive any emails from this flow. This does not unsubscribe them from all marketing — only this specific flow.
⚠ This cannot be undone. Once you click Cancel Send, the customer will not re-enter this flow automatically. Double-check the email address before confirming.

2 Alternative: Remove via Order Status

Only use this if you cannot find the customer in Recipient Activity. This works when the flow has a filter based on order status.

  1. Go to the customer's order in our Admin.
  2. Update the order status to Cancelled.
  3. Klaviyo automatically checks filters before each email is sent. Once the order status no longer matches the flow's filter (last_order_status != cancelled), the customer will exit the flow on their own — no further action needed.
ℹ Klaviyo re-checks filters before every scheduled message. The customer will be removed automatically before the next send — you don't need to cancel anything manually.

Quick Reference

Best method Cancel from Recipient Activity (Option 1)
When to use it Any time a customer needs to be removed from a flow
Does it unsubscribe them? No — only removes them from that one flow
Can it be undone? No — confirm the email address before clicking Cancel Send
Luxury Leather Furniture · Internal Operations · Do not distribute