This weekend, you may have seen that a journalist called our customer service team posing as a potential customer. They enquired about the possibility of using our service, even though their financial situation was not stable.
Our customer service agent, quite rightly, pointed out that an eligibility assessment and a soft credit search would be performed if the customer tried to use our service. These checks are carried out each and every time a customer tries to use our service and just because a customer has been accepted once, it does not automatically guarantee they will be accepted again in the future. You can find out more about this in our blog “3 ways we check you can afford to use Klarna”. We do not advise anyone who has concerns about their financial situation to use our services, and our agents cannot provide financial advice to customers.
The financial well-being and responsible use of Klarna are core values of our business. We are customer obsessed and for anyone who does unfortunately end up in a situation that has changed, we encourage them to get in touch with us as soon as possible and speak to our team who have a range of options available, you can find out more here “what to do if I’m struggling to pay”.
Having reviewed our customer service transcripts we believe the characterisation of the conversation in the media is inaccurate. At no time did our agents “urge” the journalist to do anything. When asked a series of questions by the journalist, our customer service agents replied factually. At all times our agents made clear that acceptance for use of our products is dependent on the eligibility assessment for each purchase.
All of our customer service agents go through vulnerability training and have clear processes to follow to identify vulnerable consumers. We take consumer protection extremely seriously and as a result, regularly train our customer service team to reiterate our strict policies and protocols.