Inside Klarna
Mar 30, 20204 min read

Coronavirus: help and support.

Klarna K logo

by Klarna

We’re here to help and support.

The Coronavirus crisis is proving to be a challenging and worrying time for us all but we want to reassure you that our service continues to operate as usual. We are absolutely committed to maintaining the continuity of our operations and services as the COVID-19 virus extends across geographies. The vast majority of our employees are working from home to ensure they can continue to support you in the best way possible.

As we navigate through the challenges of Coronavirus, we understand you might have questions about recent purchases, deliveries, returns, cancellations and repayments, so we have laid these out in more detail below. If we haven’t covered what you are looking for or you want to speak to us about anything, please reach out to us via our customer service page.

Delayed deliveries.

A lot of our 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 the order you can report a problem 24/7 in 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.

Returns.

If you need to make a return but are unable to go to the post office, 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, 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”.

Paying on time.

If you are experiencing financial hardship and need help to discuss future payments, please do not hesitate to contact our customer service team. We can then work together to find the best solution for you.

Cancelled orders.

To protect people during the evolving COVID-19 outbreak, some merchants are cancelling certain services that you may have already purchased. Please reach out directly to the merchant to enquire about the status of your event, travel or product. More information on how to file a claim for physical goods not received can be found in Klarna’s buyers protection policy here.

Cancelling an order.

If you wish to cancel an order you’ve placed, please reach out to the merchant to find a solution. Even if the order has already been shipped, please make sure you report the return in the Klarna app 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 return”.

Getting help if you’re worried about the financial impact of Coronavirus.

We understand that Coronavirus is affecting lots of people’s income and employment, as well as the ability to manage their money. In the UK there are a number of places you can go for additional support and advice, we have summarised these below: