Klarna

Klarna is a payment option on our website to be able to pay over time (Achteraf betalen).

We need to login to their system 2x a week to check if there are any disputes (e.g a customer says I have not received it so I will not pay) or if payment should be extended due to backorder.

Below you will find the procedure for both.

Disputes

Go to the Klarna portal

In the menu on the left, click on Disputes.

If there are any disputes, a list will appear.

You can see the date when a reply is mandatory in the column "deadline"

Click on Respond to open the dispute

There can be different reasons why the customer opened a dispute
In general, you need to check for communication in Robin and try to find out what happened.
In this case, the customer says his article is broken. The customer needs to fill in the warranty form. I would add the link in the comment box in Klarna.
Also add a note in the Robin conversation so your colleague is aware that there is an ongoing dispute
If Klarna needs more information, they will get back to you

Delayed payment

If a parcel is not shipped for a long period of time, Klarna will send a message through our system to delay the payment or confirm the shipment.

This does not happen very often and we have moved to payment system Mollie, therefor procedure will be added once there is a new example.

Delayed Payment

Orders are mostly handled automatically. Only when shipment is delayed (due to backorder) more then 28 days, action needs to be taken. If not, Klarna will cancel the payment and customer will receive the order without payment!

A message in Bestellingenbeheerder will appear (Verloopt Binnenkort / Expires soon)

Click on it to see the order and check if it was shipped.
A|ready shipped? Check the status in Magento. It is probably not on Complete. When you modify to Complete, the order will automatically be handled
Not shipped? see below

Go to Mollie and retrieve the order

Click on Order ID

Expires will show you when the payment will expire

You can extend the date by clicking on Extend Date at the end of the line

A pop up will show that the payment will be extended for 28 days.

The order will automatically disappear from the klarna portal.

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