Klarna Payment HandlingUpdated 2 months ago

What is Klarna?

• Klarna is a third-party payment provider that allows customers to:
  • Pay in parts or after 30 days, depending on their country.
• Klarna pays us immediately after the customer places an order. The customer is then responsible for paying Klarna directly.

Key Points to Communicate to Customers

1. We cannot manage Klarna issues directly:

   • Inform customers to contact Klarna for payment-related issues (e.g., payment reminders, missing invoices, or late fees).
   • We do not have access to Klarna’s internal payment systems.

2. Payment must be made even if the parcel hasn’t arrived:

   • Customers must adhere to Klarna’s payment terms, regardless of delivery delays or reshipments.
   • Delayed payments can result in extra charges by Klarna.
   • If the customer refuses to pay until they receive the parcel, inform them to contact Klarna directly.

3. Klarna is the customers provider:

   • Klarna pays us for the order, and the customer pays Klarna.
   • We have no authority to intervene with Klarna on behalf of the customer.

Klarna Customer Service Links by Market

Provide these links to customers based on their location:

• Belgium: Klarna Belgium Support
• Netherlands: Klarna Netherlands Support
• Germany: Klarna Germany Support
• Sweden: Klarna Sweden Support
• Finland: Klarna Finland Support
• Norway: Klarna Norway Support
• Denmark: Klarna Denmark Support

Mail Templates

1. Klarna Payment

Dear [Customer's Name],

Thank you for your inquiry.

Please note that payments with Klarna are managed independently of our delivery. Klarna requires payment by the deadline stated in their terms, even if the goods have not yet arrived.

If you are experiencing issues, such as receiving payment reminders after payment or needing an extension, we recommend contacting Klarna directly. They can assist you further.

You can reach Klarna through the following link for your region: [Insert appropriate link].

I hope this information helps. If you have any further questions, feel free to reach out.

2. Klarna Invoice

Dear [Customer's Name],

Thank you for your inquiry.

Our system shows that you selected Klarna as your payment method. Klarna sends an invoice via email shortly after the order is placed. Please check your inbox and spam folder for the invoice.

If you cannot find it, we recommend contacting Klarna directly to request a new invoice.

You can find their contact details here: [Insert appropriate link].

If you have any further questions, feel free to reach out.