Merchant Portal
The Merchant Portal is one of Klarna’s order handling systems for online stores with a Klarna agreement. Here you can:
- View all orders through the Orders app.
- Receive reports which can be used for bookkeeping through the Settlements app.
- View logs to troubleshoot errors through the Logs app.
- Manage users through the Users app.
- Change settings through the Settings app.
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Click here to log in to the Merchant Portal using the information as per your Klarna agreement.
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If the customer has any queries regarding their due date, please refer them to our customer service team.
If you have any additional queries regarding postponing due dates, please reach out to the Merchant Support team.
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If the goods are not going to be dispatched, select the “Cancel” function to update the customer’s account. If the customer has paid, Klarna will process the refund automatically. Cancelled orders will not be visible in the payout reports, as no payment from Klarna to you will have been made.
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You are able to edit the order lines of orders with all payment options. You can further delete, add, change an item name, reference, quantity, price, or a discount.
You are not able to increase the order amount to be more than the customer approved during the purchase. Should the amount exceed the approved amount, the order total will become red and you will not be able to select the “Save change” button.
Shipped order
You are not able to increase the amount of a shipped order, but you can of course add discounts or remove fees after an order has been sent. Find the order and select “Refund”. You are then able to register a refund up to the amount of the captured order.
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An unacknowledged order is an order that has been created in the checkout, but has not been acknowledged by your server.
If you have unacknowledged orders, we recommend raising the issue with your technicians so they can investigate potential API issues.
We further recommend managing these orders in the Merchant Portal.
Capturing an order indicates the goods are ready for dispatch/have been shipped to the customer. Actioning the capture will start the dunning chain if the customer has selected “Pay later” and “Financing”. Capturing the order also triggers Klarna’s payment process so you get paid.
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Simply select “Resend statement” on the order page. A new statement will be sent to the customer’s email address.
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If the query has been resolved, and it has been agreed the customer will pay the statement,, please ask the customer to contact our customer service.
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When you enter the “Orders” app page, you are able to view the Status of an the latest orders. This is located between the “Expiry date” and “Merchant ref.” column. Alternatively, by clicking the “Status” next to the “Merchant id”, you are able to sort the orders according to their status: either “Unacknowledged”, “Uncaptured”, “Captured” and “Cancelled”.
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Go to the “Orders” app and select the order where you are able to edit either the billing address or the shipping address.
Once Klarna has run a check and approved the new address it will be updated in the system. If the address is not approved you will receive an error message.
You are not able to edit a customer’s email address if the customer has chosen to pay by account.
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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.
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Uncaptured order
Click on “Edit Order lines”. You will now be able to make the required change to the order.
Captured order
Enter the order and select "Refund" below the “Order lines” section. You can now choose the amount that the customer should be repaid. When the refund amount has been entered, click “Refund”.
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You can see the list of transactions included in the payout by simply clicking on the payment reference.
Links to orders
Each transaction is linked to the related order. By clicking on the Order ID you can immediately see the details of the order and in which payout it was included.
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When selecting “Settlements” at the top of the page you will see information from each payout in the list under the summary box, including payout date, sales period, payment reference, merchant ID, total sales, fees and returns and settlement amount.
CSV download of payout reports
You can download a CSV file that includes the totals and all the transactions for each payout. This is the same CSV file that is published via SFTP.
PDF download of payout reports
You can download a PDF file that includes the totals for each payout.
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The Merchant Portal shows the summary for the past month by default, but you can filter for a longer date range. This can be done by selecting “Filter by date” in the “Settlements” app.
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A registered user is the person who can log in to our order handling system, the Merchant Portal. Different users will have various levels of user access and the email address is thereby connected to the specific user. When contacting Merchant Support you will be asked to identify yourself as a registered user to ensure any requested information is given to the officiant.
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A new or additional user, can be added to the Merchant Portal by a designated administrator using the ‘Invite users’ button in the Users app.
You can also disable or modify existing users’ authorization level if your authorization level allows for it.
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You cannot remove a user from the Merchant Portal due to security reasons. Instead, you can simply remove the person’s access level by disabling their access using the button next to the corresponding app, this will remove permissions for that specific user.
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Simply select the button “Forgot your password” on the log-in page of the Merchant Portal and enter the email address of the user. An email will then be sent to the submitted email address with instructions about how to change the password.
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When an administrator adds a new user in Merchant Portal, an email, including an activation link, is sent to the new user’s email address. The user needs to select the link within seven days. On the activation page, the user simply enters a secure password before selecting “Set password”. The user account will then be activated and they will be able to log in to Klarna’s Merchant Portal.
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Administrator users can have different levels of rights. Administrator users will automatically receive access to all applications and updates in the Merchant Portal, while other users will need to be granted access to the updates.
Administrator users have access to:
- All applications and functionalities in the Merchant Portal
- Whenever a new app or functionality is added they are automatically granted access, while other users might need additional permission from administrators
- Logs
- Orders
- Settings
- Settlements
- Users
- View orders
- Resend statements
- Edit email addresses of customers
- Perform other order management functionalities, such as capture, cancel, refund or release.
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Once you are in the “Settings” app, a designated user can simply select the sub-section: “Store Settings”. Scroll to the “Logo” and click on “+ Upload logo” to upload the logo according to requirements.
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Via the Merchant Lending app in the Merchant Portal you have the opportunity to apply for a loan from Klarna. Read more about Merchant Lending here.
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The Settings app is a feature of Merchant Portal which allows you to generate/retrieve your API-credentials which are used to set up the connection between your store and Klarna. Additionally, you are able to edit the contact information used by Klarna should we need to get in touch with you.
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The Insights app allows you to keep track of your sales made through Klarna. For example, you can research which days have the highest order volume for specific periods/days and average order value, or see how many orders you have captured and their order amounts.
Moreover, statistics about recurring customers including which age groups are the most frequent shoppers, which day of the week most purchases are made, your customers’ preferred device, favoured payment methods and your conversion rate. Please note that there is a three day delay within the insights app, so for example you will see statistics relating to orders made three days prior to today and earlier.
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The Products app is available for merchants who have signed up for Klarna via klarna.com, and is where you will find your agreement and approved Terms and Conditions. You can also enable payouts from the Products app by adding your bank account details, request new products and see which products are available on your account.
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In the Settlement app you will find all payout reports. Here you can configure new or existing reports for bookkeeping purposes by clicking the cogwheel. You can download your CSV and PDF summary for each settlement, you can also extract a batch report for a required time frame or country/currency/store.
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The Orders app allows you to view all orders and their history, cancel orders, resend customer invoices and retrieve customer contact details and change billing addresses.
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The Seller app is used for both online orders and orders placed in your physical store.
Enter the article name, product price and quantity then simply share the payment link with the customer by SMS, email or QR-code. Unlike email or SMS the QR code will pop-up on the screen in your checkout, which the customer scans with their smart phone’s QR-reader to finalise the purchase on their device.
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In the Merchant portal you will find different icons called apps. Each app has different functions and information. For example, the Orders app is where you find all your orders through Klarna and the Settlements app is where you find your Klarna payout reports.
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The Users app allows you to manage Merchant Portal user accesses by setting access limitations for various functions and files.
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An expired order means we can no longer guarantee the order can be captured.
You can extend the expiry time by logging in to the Orders app in the Merchant Portal and clicking "Expired" but customers may no longer be creditworthy.
For purchases paid with card or direct transfer, the order amount will be repaid to the customer as soon as the order expires, these order cannot be reopened or extended.
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Use the Branding app to add your logotype for customer invoices and select a banner or chose an icon for your store’s name in Klarna’s consumer app.
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Once an order is captured, it means that the order is marked as sent. Orders should therefore not be captured until the goods are ready to ship, At the point of capture, a statement is sent to the customer and their due date for payment is initiated. At this point also, your merchant payout delay is initiated.
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Ship the order in parts and capture the items which are ready to be shipped by clicking "Capture" against the items on the goods list. When the remaining part of the order is in stock and ready to be shipped capture the remaining items.
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The loan is paid together with your sales payout. If you are paid on Mondays, you will receive the loan on the first Monday after the loan was approved.
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Easily generate new API-credentials by clicking "Generate new API-credentials" in the Settings app of the Merchant Portal. Remember to immediately save the new API credentials as they only appear once.
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In the Settlements app you will find reports for bookkeeping purposes. If you have an external bookkeeping system, the Settlements app also allows you to import reports to this system.
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Go to the Orders app in the Merchant portal and open the order you wish to remove and simply select cancel if it has not yet been captured.
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For an overview of all orders placed in your store, log in to Orders app in the Merchant Portal.
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Go to the Users app in the Merchant Portal and select the email address you want to remove. Switch the status in "User details" from "Enabled" to "Disabled" thereby disabling access to the Merchant Portal.
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The Administrator should log into the Users app in the Merchant Portal then click "Invite user" in the top right hand corner. Enter the new email address together with the desired user role. Simply select "Invite" which will trigger the activation email which is sent to the new user email address.
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Go to the Orders app in the Merchant Portal and open the order you wish to remove, then simply click on refund to close the invoice or repay the customer.
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You choose which percentage of your daily sales should be deducted from your sales to repay the loan. The amount will then be deducted from your Klarna payouts and specified in the corresponding settlement reports.
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When you sign an agreement with Klarna an account will be created in the Merchant Portal, your agreement email address will be used for the username. You will then receive a welcome email, including the username, together with a one time password which you will use the first time you log in.
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You can view the order history in the Orders app in the Merchant Portal by checking the activity log at the bottom of the page of the chosen order.
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Log in to the Merchant Lending app in the Merchant Portal to view the outstanding amount together with a summary of your repayments.
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Click on your username in the top right hand corner to view a list from which you may choose your preferred language.
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You can register a return by going to the Orders app and opening the order in question. Here you can mark the order lines that you want to credit. If you have received a full return on the order, you open the order in the same way and click on "Refund" on the order page.
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Log in to the Branding app and attach the image to the box called " Logo" and choose from the layout options.
Please note, if your company is based in Sweden, Norway, Finland, Germany or Austria please contact Merchant Support who will assist with the adding of logos to invoices.
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To remove an item from the order simply log in to the Merchant Portal and go to the Orders app. Open the order and tick the box next to the item you which to remove and then click on "Refund".
If the quantity of the line item/s is more than one, you must, in addition, specify the value which you wish to refund; ie £5, £10 etc. which you must calculate according to the quantity of items you wish to refund.
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Contact us
We can help you as a merchant with all your questions.
Have you made a purchase with Klarna? Please visit our customer service page.
When will I be paid for an order?
Do you want to start selling with Klarna? Get started right away!
Merchant Support opening hours
Monday-Friday
08:00-17:00
Saturday
10:00-18:00
Sunday
10:00-16:00
Bank Holidays
Closed