If you have received an SMS request to confirm your verification code on behalf of customer service, please reach out to Klarna immediately via the app. Verification codes should never be shared.

What are merchant reversals?

A merchant reversal is a process in which your customer receives back a refund from a transaction. Some of the common reasons why merchant reversals happen are:

  • Shipping policy not fulfilled
  • No reply received to our emails
  • Incorrect/invalid delivery made in a physical store
  • Digital goods and services

When we step in to help solve a dispute, we’ll evaluate the information provided by both you and your customer and make a decision.

In case of merchant reversals, you’ll no longer be able to charge your customer for the order in question through our system.

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