Stop request FAQ.

Why does Klarna want me to stop the order?

We perform automatic credit assessments on every incoming order. Some orders are approved on the first credit assessment but are identified as risk shortly thereafter and flagged for manual control 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.

When we have a strong suspicion that the order is a fraudulent purchase, we ask you to stop the order so that we do not enable fraudulent behaviour. Due to confidentiality reasons, we only give the reason behind our decision to the person stated on the order. Should the consumer contact you with questions concerning this, please refer them to Klarna’s Customer Service who will ensure the consumer is identified accordingly. Contact details can be found at the bottom of this page.

We strive to ensure our assessments are reliable, if we are however unsure about an assessment we contact the consumer for additional information and verification before we send you a Stop Request.

Will you contact the consumer when an order has been stopped?

We do not inform the consumer when the order has been stopped or cancelled.

The stop request relates to a type of service, not physical goods, therefore, how should I reply to the Stop Request?

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 reply to the email to confirm the order has been stopped. If you are unable to discontinue the service, please state that the order has already been shipped, with no tracking ID, and cannot be stopped.

I managed to stop the delivery. What should I do now?

Once the order has been stopped simply cancel the corresponding invoice and confirm by replying to our Stop Request email.

The order has already been shipped. What will happen now?

Reply to the Stop Request email and inform us about which logistics company was used for the shipping and the corresponding tracking ID, regardless of whether the consumer has collected the package or not. We may be able to recall the package on your behalf if the order was shipped via PostNord AB or Schenker Privpak. If the order was shipped with any other logistics company, the responsibility of recalling it lies with you.

If the terms of our fraud-/shipping policy have been met, Klarna will be liable for the order. Your agreement with Klarna will state whether to apply the fraud policy or the shipping policy. If a parcel is shipped without a tracking number you could be in breach of these policies. In such instances liability may no longer lie with Klarna and an investigation may be opened; either when the customer disputes an order or if the order remains unpaid having gone through the dunning chain.

What happens after I have informed Klarna about the status of the delivery?

If the customer contacts us to dispute the order we will investigate the matter using the information provided in your reply email. We will email you again requesting additional details. We will furthermore support both the consumer and, when/if a police report has been filed, the police.

If the consumer does not contact us to dispute the order, and the order has been received, we will continue the invoice dunning chain as normal.

The parcel has been returned. What should I do now?

Register the returned order as a regular return in either the merchant portal or in your own order handling system.

There is a return post on my accounting slip for a transaction Klarna reported as fraudulent – why?

There are two possibilities: If you have met the requirements of our fraud-/shipping policy we will withdraw the full amount, which will be shown as a return post, and at the same time, payout 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, breached the fraud/shipping policy the liability of the transaction will be reversed back to you and therefore a full return post will be seen on the accounting slip.

I’ve received additional information concerning a stop requested order – who should I turn to?

Please contact Merchant Support who will forward your feedback and information to the correct department.

Customer Service

Sweden: Kundservice
Norway: Kundeservice
Denmark: Kundeservice
Finland: Asiakaspalvelu
Germany: Kundenservice
The Netherlands: Klantenservice
Austria: Kundenservice

Merchant Support

Sweden: Butikssupport
Norway: Butikksupport
Denmark: Butikssupport
Finland: Kauppiastuki
Germany: Händler Support
The Netherlands: Webwinkelsupport
Austria: Händler Support