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What do we do when we receive a customer email sent from the Klarna app?

You can handle those emails like any other customer email.
To answer the customer’s query, reply to the email directly, and your response will be available to the customer in the Klarna app.

Please do not reply to the customer’s private email address since they expect your response in their Klarna app.

Are replies to this email compliant and secure?
Yes, we’ve got your back, so you can confidently reply. Klarna uses the highest security standards to protect your data and the customer’s privacy. The Klarna app has built-in compliance with two-factor authentication to ensure that only the customer can access your reply.

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Copyright © 2005-2023 Klarna Bank AB (publ). Klarna Bank AB (publ) is authorised and regulated by the Swedish Financial Supervisory Authority. Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website. Klarna Bank AB offers both regulated and unregulated products. Klarna’s Pay in 3 instalments and Pay in 30 days agreements are not regulated by the FCA. Klarna Bank AB (publ) registered and head office: Sveavägen 46, 111 34 Stockholm, Sweden. A Swedish public limited company (publikt bankaktiebolag) registered with the Swedish Companies Registration Office with organisation number: 556737-0431.