Using Home Outlet to Route Customers to Klaviyo

What is the Home Outlet?

In Retail Express, the Home Outlet is a field on the customer record (shown in the Billing tab) that identifies which physical store location a customer belongs to. It is set based on their first sale.

For businesses with multiple outlets or brands — each connected to a separate Klaviyo account — the connector uses this field to determine which Klaviyo account a customer and their orders should sync to.

How the Connector Uses Home Outlet

When the connector processes a customer or order, it checks the Home Outlet value against the outlet configured for that connector instance. Only matching records are synced. If no match is found, the record is skipped.

This means you can run separate connector instances for each outlet/brand, each feeding into its own Klaviyo account, with Home Outlet acting as the dividing logic.

Important Limitation: Online Order Customers

The Home Outlet field is not automatically populated for online orders. It is typically only set when a customer record is created or updated in-store by staff.

This has the following consequences:

• Online customers may have no Home Outlet set, meaning they won't match any connector instance and their records will be skipped
• Orders placed online by existing in-store customers will sync correctly only if that customer already has a Home Outlet on their record
• It is worth running a customer mass download to audit how many records are missing a Home Outlet value before going live

Recommendations

• Audit your customer data — export your customer list and check the Home Outlet field for blanks
• Set a default outlet for online customers where appropriate, either manually or via a bulk update
• Include Home Outlet as a custom field in Klaviyo so you can use it in flow filters and segment logic as a fallback check