Klaviyo Account Setup Basics

Contact information & URL without trailingAlessandro Pilotto /
Set timezone, industry (for benchmarks) and currency.
Add Tax ID in billing information. You can usually find this on their Privacy Policy page or by using ABN Lookup in Australia or similar if they're based in another country.
Make sure the correct staff members have access. Give Admin wherever possible.
Check sending domain status and set up a task in ClickUp for a dedicated domain (if needed).
Email settings - add “[ PREVIEW ]” text
SMS settings - active Australian phone number
Remove “Organisational Prefix” for Australian and UK Clients as we have an alphanumeric phone number (unless you want to include the founder’s name or similar). If you do add one, use it with caution as it counts towards the message characters which are less economical for Australian clients. Opt-out language is not used for AU and UK clients (these have an unsubscribe link automatically added instead) so just leave as default.
Subscribe keywords and Quick Responses are not currently supported in AU & UK. Only edit this if the client has US and Canadian subscribers.
Create “Mobile Terms Of Service”. In most cases we will add these to the website Terms & Conditions.

However, the Klaviyo hosted terms and conditions are a great option for a fast setup or for websites we can’t or don’t want to edit.
SMS Sending Settings - update the SMS quiet hours to something relevant to your audience. Generally, older audiences will prefer during business hours whereas younger audiences will prefer later in the day/evening. If it’s a new account, a wider time frame might be practical to allow for send time testing.
Customise branding on the “Preferences Pages”.
Update”Brand” and “Fonts” in “Brand Library”. Delete additional custom fonts that are present from the original Google settings (Kanit, Poppins and Open Sans).
Check all lists are on “single opt-on” unless there is a strategic reason to have “double opt-in”. If “double opt-in” is preferred please make sure all applicable confirmation emails & SMS are customised.
Update “Subscribe & Preferences Pages” for all applicable lists in use the same as you did the "Preferences Pages".

Questions Answered

What are your business hours and availability?

Our team is available across multiple time zones to ensure we can serve our clients effectively. Our standard business hours include:

- For AEST: Monday to Friday, 07:00 to 18:00
- For EST: Sunday to Friday, 16:00 to 03:00
- For PST: Sunday to Thursday, 13:00 to 00:00
- For CET: Sunday to Friday, 22:00 to 09:00

In addition to these hours, we also offer after-hours support for high-priority work, ensuring that urgent client needs are addressed promptly and efficiently.

Is my data safe with you?

At Multimerce, we don't directly manage your data; rather, we access it through marketing platforms like Meta, Google, and Klaviyo. These platforms are responsible for the security of your data.

Nonetheless, we adopt stringent security procedures on our end, including enabling two-factor authentication (2FA) for all accounts and users, to ensure an additional layer of safety for your information.

How does the pause feature work?

We recognise that your needs may vary from month to month, and you may not require a continuous stream of Digital Marketing work. That's where our subscription pause feature becomes valuable.

From your client account, click 'Pause' subscription and choose between your preferred date, immediately, or a future pause.

You can also cancel your pause and start working with us again straight away if your needs change.

How are payments processed?

We use Chargebee to manage and process all recurring payments for our subscriptions. This robust and secure platform accepts a range of payment methods, including all major credit and debit cards.

We prioritise the security of your payment data, adhering to strict data protection standards to keep your financial information safe.

Through your account, you have full access to all invoices and billing details, and you can easily pause or cancel your subscription at any time.

Can I pay by invoices instead of subscribing?

To streamline our billing and accounting processes and maintain a focus on what truly matters—marketing—all payments (with the exception of quarterly pre-paid billing) must be made through our subscription plans, charged at the chosen intervals.

Opting for the convenience of your debit/credit card payments can unlock special benefits provided by many card companies, such as discounted travel fares, loyalty benefits and more.

Are there any refunds if I don't like the service?

We take pride in delivering high-quality work and provide simple and transparent pay-as-you-go pre-paid services. As a result, we do not provide refunds. However, we honour your trust in us to deliver work that fits the brief and are open to working with you to achieve the desired result.

Multimerce is one of the emerging leaders unlocking the power of hyper-personalised experience from first-touch to brand advocate

Let's connect and build something great