Klarna in the news
Sep 25, 20204 min read

Klarna Comment: What to do for Xbox queries.

Klarna K logo

by Klarna

We are very sorry that the pre-order experience for the latest Xbox with GAME and Smyths Toys has involved some issues. We know it has been frustrating and confusing for many of you, and on behalf of Klarna, we are sorry for any distress this may have caused.

We hope the following information will help any impacted customers with outstanding queries.

Credit score impact.

We are aware that a number of people are concerned about impacts on their credit scores of having unsuccessful orders or having made repeated applications. We want to reassure all of our customers that we are taking this extremely seriously and will work with the Credit Reference Agencies to remove any mark on your credit file for anyone who should not have received this.

We are currently reviewing every Xbox All Access application that was made since 22 September to make sure we rectify this for anyone affected.. If you have any concerns about this, please do not hesitate to get in touch with a member of our customer service team at customer@klarna.co.uk

Next steps.

Given the complex nature of this experience, we have highlighted three scenarios that a customer might have experienced. All of our customers should fall into one of the following categories, so please read them carefully so we can tell you what the next steps will be.

Scenario 1.

I have received all three of the following:

  1. An email from either GAME or Smyths Toys confirming my order.
  2. An email from Klarna confirming my purchase and details of my financing.
  3. An email from Klarna confirming the set up of my direct debit.

Great news. You’re all set. You will receive your new Xbox for the November launch.

Scenario 2.

I have received:

  • An email from Klarna confirming the set up of my direct debit.

However I have not received:

  • An email from either GAME or Smyths Toys confirming my order.
  • An email from Klarna confirming my purchase and details of my financing.

Unfortunately, the direct debit confirmation alone does not mean you are approved for credit and will receive an Xbox. As part of the credit application process there are a number of steps.

Accepted.

If you were accepted for Klarna’s Financing product the retailer will, or already has, contacted you via email to advise a console has been allocated for you.

Please follow the process outlined by the retailer to pre-order your allocated console, you will need to repeat the application process for Klarna Financing. There will be no impact on your credit score if you apply using the same personal details. Your direct debit has already been set up and we can re-use this.

Declined.

If your application for Klarna Financing was unsuccessful, your retailer will contact you within the next seven days advising how you can move forward and purchase a console.

No Klarna Financing agreement has been set up. There is no further action for you here. Klarna will cancel the direct debit. No money will be taken from your account in the meantime. If you would like to cancel the direct debit sooner, please contact your bank who can help you to cancel. Again, we apologise for any confusion or frustration this has caused.

Scenario 3.

I purchased from Smyths and have received:

  • An email confirmation from both Klarna and Smyths Toys that I had successfully purchased a console.
  • I then received an email from Smyths Toys cancelling my order and an email from Klarna advising that my Fixed Sum Loan agreement has been terminated.

Smyths Toys made a mistake, but you’ll get your Xbox. Smyths Toys have already contacted you with details of how to secure your console.

What should I do if I still have a question?