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Yes, we are absolutely committed to maintaining the continuity of our operations and services as the COVID-19 virus extends across geographies.
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We understand that sometimes things change, and that this may mean it is not convenient to make your next repayment at the originally scheduled time. That’s why we are introducing a “Snooze” function as an option you can choose if you want to extend the due date of your next repayment.
“Snooze” will allow you, for a small fee, to extend the due date of your next repayment by 14 days and avoid incurring a late fee. If you’re going through hardships and need help to plan your future payments, please do not hesitate to contact our customer service team. Let’s find a solution together.
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Many merchants are currently experiencing shipping delays due to increased demand. Please use the tracking number provided by the merchant for the latest progress on your order’s estimated delivery. If after checking with the merchant, there was an issue with your order, you can report such problems 24/7 using our app. When reporting your issue select “Report a problem” on the impacted order and then “I did not get my delivery”. This will pause the payment temporarily to give you time to resolve the issue with the merchant.
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In order to take necessary precautions for the evolving COVID-19 pandemic, some merchants are cancelling certain services that you may have purchased. Please reach out directly to the merchant to inquire about the status of your event or in the case of travel to inquire about the status of the booking. More information on how to file a claim for physical goods not received can be found in Klarna’s buyers protection policy here.
If you do not receive your goods and need to pause your statement you can do so in our app. Log in to your Klarna account and select the purchase you wish to dispute from the “Shopping” tab. Now choose to “report a problem” and follow the instructions on the screen.
Please reach out to the merchant to find a solution that suits you. Once you have done this, make sure you report the return in the Klarna app or through our website here, so we can pause your payment until the merchant confirms they have the return. In order to do so, find the impacted order and select “Report a return”.
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Please reach out to the merchant to find a solution. Even if the order has already been shipped, please make sure you report in the Klarna app that you did not receive your goods so that we can pause your payment while the merchant confirms they have received the return. In order to do so, find the impacted order and select “Report a problem” and follow the instructions on the screen.
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