Anyone using Retention.com Grow + Klaviyo run into compliance issues?
Curious if any other Shopify merchants here are using or have used Retention.com Grow with Klaviyo.
We’ve been using Retention/GetEmails since early 2024 and have spent roughly $46k with them. Recently, Klaviyo opened a compliance audit on our account after receiving complaints and randomly selected several contacts for us to provide proof of opt-in.
One of those contacts came from Retention.com Grow. Klaviyo questioned the source because the customer had never directly opted into marketing from our brand.
Retention initially told us that Grow contacts come from their publisher network, have third-party marketing consent, visited our website, and are compliant to email under U.S. law. They also told us they have hundreds of customers using Retention with Klaviyo without issue.
We ultimately had a conference call with Klaviyo + Retention + our team to get a definitive answer.
Klaviyo's position on the call was that we cannot continue acquiring/emailing Grow leads this way through Klaviyo because they do not meet Klaviyo's opt-in requirements. They also specifically recommended that we delete the historical Grow contacts because if we continue emailing them and receive complaints, it could potentially put our Klaviyo account at risk.
The Retention representative was on the call and did not dispute Klaviyo's position.
So at this point we're stopping the service and are faced with deleting the contacts we've paid Retention to acquire over the last 2+ years.
Has anyone else using Retention.com Grow with Klaviyo run into this?
More importantly, if you did, were you able to get Retention to refund any of the fees you paid them? I'd be very interested in hearing how Retention handled it and whether you dealt with them directly or had to involve an attorney.
Feel free to DM me if you'd rather not post publicly.