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Klarna’s fraud protection promise

Klarna works continuously to prevent, identify, and mitigate fraudulent activity so that you feel safe and secure when paying with our payment methods. We have fraud monitoring systems and processes in place to proactively mitigate fraudulent activity, however, in the event that you suspect that you have been a victim of fraud, this page provides you with information on next steps.

What should I do if I am a victim of fraud?

It is important that you contact us as soon as possible for assistance but no later than (i) 60 days of the date the charge first appears on your credit card, bank statement or Klarna statement, as applicable, or (ii) 30 days from the date we first notified you that your payment is due. You can contact us by phone on 1300 000 190.

Klarna will work with you to investigate the activity on your account and if the investigation confirms you have been a victim of fraud and you have not acted negligently, see more under section “When does this guarantee not apply”), Klarna will refund the amount you were charged for the unauthorised purchase.

When you contact us, please have as much information about the order as possible on hand (for example, retailer name, date of purchase, order number, description of the goods, payment method used, and/or the date when the purchase first appeared on your credit card or bank statement).

Should you have a dispute related query with regards to a purchase you have made, we ask that you review the Buyer’s Protection Policy to assist with a resolution. You can find our Buyer’s Protection Policy


When does this Promise not apply?

In order for the Fraud Protection Promise to apply, you must not have played any part in, or been aware, of the fraudulent activity taking place. You must also assist Klarna in the investigation of your claim.

The Fraud Protection Promise does not apply in situations where you have:

  • Active involvement in committing the fraud which has taken place.

  • Not taken reasonable steps to protect your Klarna account or personal information, thus enabling the fraud to take place.

  • Refused to assist Klarna in the investigation of the fraud, including the refusal to provide further information or documentation, on request from Klarna.

  • Attempted to abuse the Fraud Protection Promise.

The conditions of the Fraud Protection Promise may be updated in future to protect against abuse or to help Klarna prevent and prosecute fraud. We may also make adjustments to reflect guidance or requirements from regulators or enforcement authorities.

How Klarna protects you against fraud

At Klarna, we have strong anti-fraud controls in place to protect our customers and prevent fraudsters from making unauthorised purchases. While we cannot share all of these measures, we can share the following:

1. Risk engine

We have developed a sophisticated in-house risk engine from our experience over the past 15 years. When a shopper attempts to place an order, we check over one hundred data points as well as third-party vendors for verification.

2. Identity Checks

We verify the identity and address of all our customers against external data sources. If we can’t get sufficient identity confirmation from the independent data providers, we reject the transaction.

3. Authentication Checks

For “higher risk” purchase attempts, our fraud risk tools may require further authentication checks. Here we request additional information from customers to verify their identity using methods such as knowledge based challenge questions.

If we detect that a fraudster is trying to use another individual’s details to buy something with Klarna, our fraud team will do everything they can to stop the transaction and protect the individual’s details from further exposure within Klarna. We work with our retailers and logistics providers to prevent delivery and intercept parcels if they have already been dispatched, however, like with all payment providers, this isn’t always possible.

How you can protect yourself against fraud

There’s lots of useful information available to help you protect yourself against fraud. Here are a number of recommendations:

  • Never give out your personal details to someone who has called you unexpectedly. This includes your account information and passwords or PIN – Klarna will never call you and ask for this type of information.

  • Never download any software onto your PC or mobile phone when asked by someone over the phone or by email – even if you think you are speaking to a trusted organisation.

  • If you are unsure about someone who has called you claiming to be from the bank or another company, hang up and call back on the company’s published telephone number.

  • Keep your personal information secure when using your card over the phone, on the internet, or in shops by ensuring that others can’t overhear you or see your information.

  • Destroy unwanted documents including bills, bank statements or mail that’s in your name, preferably by using a shredder.

  • Provide as little personal information about yourself on social media as possible and only accept invitations from people you know.

  • Be careful if other people have access to your mail.

  • Cancel any lost or stolen credit or debit cards immediately.

  • If your passport, driving licence, cards or other personal information have been lost or stolen, immediately contact the organisation that issued it.

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