KB: Payment Systems: Klarna

You can search with:

• an order number

• email address 

• Klarna order number 

• Klarna reference number

Click on the Klarna reference of the order you want to view. 

From here, you can see all the information about the order.

Also something to note here, if ‘Merchant reference 1’ (in the top line) shows as 0 or ‘Not provided’, this means the order has failed and will not come down to COA3. You need to cancel the order in the Klarna portal. 

Further down the page, you will be able to see if the payment information.

Under the ‘PAYMENT DETAILS’, if the customer has chosen to Pay Later, it will show as ‘Statement’. If they have clicked pay now, it will show their card details.  

Also in the PAYMENT DETAILS section, if you ever have to resend a statement to a customer who has chosen ‘pay later’, you can do so by clicking the resend statement link.

However if the customer is looking for additional information in regards to the payment, click on Refer to Klarna and this will send the customer information on logging into Klarna. 

Next to PAYMENT DETAILS you will be shown the Order total. 

Captured -  this the shows the order has been recognised. Refunded - any amounts refunded will show here 

Not Captured - Klarna is POD so any payment which has not yet been taken will show in this field

CUSTOMER BILLED - this is similar to captured, the order/payment has been recognised. 

Right at the bottom of the page. You will see an activity log which will show step by step what has happened with the order in Klarna.

This is good to see when payments have been captured or refunded. 

Capturing, Cancelling and Refunding Orders 

If for any reason you are needing to capture the payment, you can do this by going into the order and clicking the Capture button showing in the ‘Order Lines’ section.

Once the payment has been captured, you will then see the refund button. If you are ever needing to refund an order through Klarna, this is where you can do it. 

Klarna Slice It In 3 is similar to Pay Later.  Rather than the customer having 14 days to make their payment, they will pay in three equal instalments. The service will be available on Standard, Next Day and Choose Your Day Delivery on baskets over £30; however, as with Pay Later this based on Klarna’s soft credit check and the customer may not be shown this. 

Contacting Klarna

It will always be quicker for a customer to contact Klarna themselves in relation to their payment or refund.

Local Rate: 020 300 50833

Freephone: 0808 189 3333

Fraud related (available 24/7): 0203 005 0837

or customer can chat direct via the app or online:  https://www.klarna.com/uk/customer-service/