Customer related cases

Klarna will process refunds within 14 days after you register a return or cancel an order.

A customer’s refund is processed differently depending on which payment method they chose when making the purchase, but in general it takes between 2-5 business days for Klarna the process a refund:

• Direct payment: the amount will be refunded to the account which was used at the time of the purchase.
• Invoice: if the customer has paid through the Klarna app or through klarna.com we will refund the amount once the invoice has been refunded.
• Part payment: the amount will be deducted from the customers total debt or we will contact the customer for bank details.

There are two options: either remove the customer’s order with Klarna and thereby cancel the invoice or repay the customer so they can pay the invoice through Klarna.

Ask the customer to contact customer service for further help. The customer can also log in to their Klarna page for an overview of their updated statements.

Please refer the customer to our customer service if the return will take longer than the due date on the statement.

If the customer disputes their statement, please refer the customer to our customer service, so that they can assist them further.

If the query has been resolved and it has been agreed the customer will pay the invoice, please ask them to contact our customer service.

With the correct access, an administrator/user will be able to update your address in the “Settings” app. Select the sub-section “Store Settings” and scroll down to the “Store information” section. In this section, you are able to set up how consumers may contact you.

If you are a consumer – please contact Klarna customer service directly.

You can get request marketing material by sending an email to our sales department at sales@klarna.co.uk.

If the customer is returning products they should pause their invoice through the Klarna app or by contacting our Customer Service. Always ask the customer to retain the proof of return receipt.

No you can’t, but the customer can chat Customer Service for support. If you refund the reminder fee from the customer’s order, you are accepting that Klarna deducts this amount from you on your next payout as per a normal refund.

If the customer is not able to complete their purchase they should first ensure all their information was entered correctly. Payment can always be completed using the Pay now option. They are welcome to reach out to Customer Service if they continue to experience issues.

Open the order in Merchant Portal Orders app and click on “Billing address”. Select “Change billing address” and enter the new address. It is not possible to change the address if the order is either fully paid or cancelled.

Inform the customer they can see the updated version of their invoice either by logging in to Klarna.com or in the Klarna app.

Go to the Orders app in the Merchant Portal, open the order then select “Resend statement”.

Customers can extend the due date of their invoice for up to 10 days in the Klarna consumer app. Alternatively, merchants can contact Merchant Support to extend the due date for an order which will be delayed. The merchant in this case should also communicate this to the customer and initiate a new statement with the updated due date.