High Risk Order Notifications and Stop Requests FAQ
Every order is subject to a number of fraud checks. Some orders are approved on the initial assessment but are identified as risks shortly thereafter and flagged for manual checks by our Security Department. When we’ve identified a risk, we contact you and ask you to stop the delivery. We want to point out that the risk is connected to the specific order and not the person.
If the consumer contacts you and has questions concerning this, please refer them to Klarna’s Customer Service who will ensure the consumer is identified and that we are speaking to the right person. Contact details can be found at the bottom of this page.
As these orders are linked to security and verification concerns, we will generally not inform the consumer that an order has been stopped. If a consumer reaches out to you why an order has been canceled, you can advise them to contact Klarna’s customer service.
We want to make you aware of any orders that may have an increased risk, enabling you to deny the use of the service and sending invoices. If you are able to discontinue a service and cancel an invoice please respond to confirm the order is stopped. If you are unable to discontinue the service, please use the option “The order has already been shipped but no tracking ID has been assigned to the order.”
Once the order is stopped please cancel the corresponding invoice and confirm that the order was successfully stopped and respond to the notification you received.
It is important that you will reach out to your logistics partner and ask for the order to be returned to you. Respond to the notification to tell us which logistics company was used for the shipping and of the corresponding tracking ID, regardless of whether the consumer has collected the package or not.
Please note that Klarna can only attempt a recall for orders sent through PostNord AB (Sweden) or if a previous agreement has been made. When a previous agreement has been made, if you have a possibility to stop or recall the order yourself, please still do so. This will improve the possibility to prevent the order from being delivered. If the order was shipped with any other logistics company than mentioned above, then the responsibility of recalling it lies with you.
All Merchants are required to follow the terms outlined in Klarna Merchant Protection Program. You can find details of Klarna Merchant Protection Program here – https://www.klarna.com/international/merchant-protection-program/.
Klarna will note the information within our Security and Verification systems. If the customer subsequently contacts us to dispute the order we will investigate the matter and review the information provided in the Merchant Disputes App. We may also contact you again to ask for more details.
If the consumer does not contact us to dispute the order we will continue the dunning of the invoice as normal.
Register the returned order in any internal systems and notify Klarna using the same process as you would for a regular return.
There are two possibilities:
If you have met the requirements of your Merchant Agreement and Merchant Protection Program we will withdraw the full amount, which will be shown as a return post, and at the same time, pay out for the order excluding VAT. The return and the payout are stated on separate rows and are specified as “Return (fraud)” and “Fraud policy”.
If you, however, have failed to meet the obligations set out in your Merchant agreement and the Merchant Protection Program, the liability of the transaction will be reversed back to you and therefore a full return post will be seen on the accounting slip.
Please contact Merchant Support who will forward your feedback and information to the correct department.
If you were able to cancel the order, the query is automatically closed. If you do have any additional questions/comments we advise you to contact Merchant Support.