Reply to the email directly - your response will be available to the customer in the Klarna app. 

Our mutual customer emailed you to request support with their order from the Klarna app instead of their private email address.

Good to know: 

• You can manage Klarna app emails like any other customer email.

• Do not reply to the customer’s private email address because the customer will expect your response in their Klarna app.

Are replies to this email compliant and secure?
Yes, Klarna uses the highest security standards to protect your data and the customer’s privacy. The Klarna app has built-in compliance with two-factor authentication to ensure that only the customer can access your reply.