Hello! How may we help you?

Marketing

What aspects of the design can I cusomise? | Can I customise the message that is displayed? | Why does the messaging change? | What is On-Site Messaging?

Administration

If a customer chooses Pay later, when will we receive payment from Klarna? | How do we update our contact details on the statements addressed to our customers? | How do we update our contact details? | We want to transfer our agreement to another company. How do we do it? | We have changed our organisation number. How do we update it? | Why does Klarna require the information in the e-mail “We need information regarding your company’s beneficial owners”? | We previously answered questions concerning our company’s beneficial owners when we signed our agreement with Klarna. Do we have to answer these questions again? | Our Klarna Sales Representative has information regarding our company’s beneficial owners. Can you get this information from them? | It does not feel safe submitting information regarding our company’s beneficial owners on the internet, what should I do? | What does the e-mail regarding our company’s beneficial owners have to do with laws against money laundering? | How can we be sure that the email “Klarna needs information regarding your company’s beneficial owners” has been sent by Klarna? | What is PEP? | I am not able to supply information regarding our company’s beneficial owners. Can you request this information form my colleague instead? | Why did we receive an error message when we attempted to complete the form concerning our company’s beneficial owners? | We have received two e-mails regarding our company’s beneficial owners, but have only answered one of them. Do we need to answer both? | Why did we receive an e-mail in the “wrong” language? | What is a payment service provider (PSP)? | We have received a warning stating our agreement will be cancelled if we do not respond to the email concerning our company’s beneficial owners, but we did not received an email. Can you resend it? | We have received a reminder regarding questions about our company’s beneficial owners but did not receive the initial e-mail. Can you resend it? | What is an Administrator? | Why is my IBAN needed for my Klarna agreement? | When will I receive my payouts? | What is AML and why do I need to complete this form? | How do I change my bank account details? | When do I need a transfer agreement ? | How can I change the Administrator? | How can I add a user in the Merchant Portal? | What is AML and why do I need to fill it out? | What does “We need to check your business details manually” mean?

Merchant lending

What is my interest rate? | How much do I owe? | Can I change my repayment rate? | Can I change my loan amount? | My repayments don’t seem to match my sales? | What happens if I don’t have any sales? | My accountant asked for details about my loan, where can I find this? | Can I make additional repayments or pay back my entire outstanding balance? | How is Merchant Lending loan repaid?

Merchant Portal

How can we see the status of a statement? | What is the Merchant Portal? | How do we log in to the Merchant Portal? | How do we postpone the due date on a statement? | How do we remove an order in Merchant Portal? | How do we add products, fees, or discounts to an order? | How do we capture (or acknowledge) an order in the Merchant Portal? | How do we resend an updated statement to the customer? | How do we send an updated statement which the customer disputed? | How do we update the address on the statement? | A customer has paid us but should have paid Klarna. How do we resolve it? | How do we remove goods and register partial refunds in the Merchant Portal? | How can we see the transactions in each payout? | What does the payout report include and where can we find it? | How do we generate summary reports? | What is a registered user? | How do we add a new user? | How do we remove a user? | How do we reset passwords? | How do we activate a new user in the Merchant Portal? | Which access rights do the different user roles have? | How do we add a logo to our statements? | How do I change my bank account details? | What is the Settings app? | What is the Products app? | What is the Settlements app? | What is the Orders app? | What is the Seller app? | What is an app in the Merchant Portal? | What is the Users app? | What does an expired order mean? | What is the Branding app? | What does a captured order mean? | How do I capture an order if only part of the order is in stock? | Where can I find my payout? | How can I remove an order? | Where can I find my orders? | How do I remove a user? | How can I add a user in the Merchant Portal? | How can I remove an invoice? | How is Merchant Lending loan repaid? | How will I receive my login credentials for the Merchant portal? | How can I see the order history? | Where can I find the outstanding balance of my loan? | How can I change the Merchant Portal language? | How do I register a returned order? | How do I add a logo to customer invoices? | How can I remove an item from a customer’s order?

Sell with Klarna

In what countries can I use Klarna? | What currencies are accepted in the Klarna Checkout? | Is Klarna regulated by a financial authority? | When do we receive the payment for our sales? | When will I receive my payouts? | How can I start selling to other countries? | How can I start selling with Klarna? | How can I market Klarna in my physical store? | What is the difference between Klarnas products? | What languages are Klarnas agreements available in? | Is there any restrictions on what i can sell through Klarna? | Can I sell to other companies through Klarna? | How do I pay Klarna’s fees? | What is Klarna Checkout? | What is Klarnas payment methods as separate products? | What is Klarna In-store? | What is required to use In-store? | Do I have a contact person?

Customer related cases

What do we do when we receive a customer email sent from the Klarna app? | Why did we receive an email from the customer that wasn’t sent from their private email address? | When will the customer be refunded after we registered a return? | A customer has paid us but should have paid Klarna. How do we resolve it? | The customer is wondering how much is left to pay. What should we answer? | We are waiting for a return – what should we do with the invoice? | What should we do if a customer disputes their statement? | How do we send an updated invoice which the customer has disputed? | How do we update our contact details on the statements addressed to our customers? | How can I market Klarna in my physical store? | What happens when the customer makes a return? | Can I remove a customers reminder fee? | Why can’t the customer complete their purchase? | How do I change a customers billing address? | What can we answer when the customer asks about the remaining amount to pay? | How do I resend an invoice to a customer? | How do I post pone the due date for an order that will be delayed?

Agreement questions

What goods can’t be sold under a Klarna agreement? | What does Klarna cover in terms of fraud risk? | Where do we find the fraud policy? | Where do we find the shipping policy? | How do we know when and which of the fraud and shipping policies we should use? | We want to transfer our agreement to another company. How do we do it? | We have changed our organisation number. How do we update it? | Why is my IBAN needed for my Klarna agreement? | How do I sign up with Klarna? | How can I upgrade to a new version of Klarna? | How do I add new or additional products? | How can I start selling to other countries? | In what languages are Klarna’s agreement available? | Where can I find my agreement? | Is there a binding period for the agreement? | What details are needed in order for the agreement to be approved?

Technical and Integration

Integration | API Credentials | Platforms and Partners | Testing Klarna