Consumers repeatedly report problems with Klarna and are at a loss, reports our cooperation partner Watchlist Internet . We will show you what you can do if you receive unjustified payment requests and reminders from Klarna.
What is Klarna?
- Klarna is a Swedish payment service provider that, among other things, allows you to “purchase on account”.
- Klarna handles payment processing for the online shop. The online shop no longer has to worry about this. In return, Klarna receives a small portion of the purchase price.
- “Purchase on account” and “Klarna – purchase on account” are not the same thing. The Internet Ombudsman explains the differences between “Klarna” and “purchase on account” .
- If you choose Klarna, you do not pay the outstanding amount to the online shop, but to Klarna.
- When paying with Klarna, you have two contacts: the online shop with which you conclude a purchase contract and who sends you the goods, and Klarna, to whom you transfer the purchase price.
You receive payment requests or reminders even though the order has not yet been delivered.
Klarna usually has a payment period of 14 or 30 days. If you do not pay within this period, you will receive a reminder, even if the order has not yet been delivered. This is probably because Klarna was not informed by the online shop about delivery delays or other problems and reminders are sent out automatically.
This is what you can do:
Inform Klarna that you have not received a delivery. To do this, log in to Klarna’s customer portal . The payment will then be paused. Also contact the online shop and ask.
You paid with Klarna to a fraudulent or problematic online shop and did not receive any goods.
Even dubious online shops sometimes use Klarna. You will then not receive any goods, but Klarna will still ask you to pay. Reminders or even debt collection letters are usually already arriving.
This is what you can do:
Contact the online shop and Klarna. Experience has shown that the dubious shop will not write back at all or will put you off and stop responding at some point. Inform Klarna that you have not received a delivery and therefore will not pay. To do this, log in to the Klarna customer portal and select “Report a problem”.
Be persistent if Klarna continues to demand money. There is no obligation to pay. However, it is important that you make your position clear in writing and contradict the request. You may have to file a report against the fraudulent online store . Experience has shown that Klarna (automatically) continues to send reminders. You can ignore these.
You have received severely defective or completely inferior goods. Klarna still demands payment.
Don't pay at first. Your purchase contract with the online shop is only properly fulfilled when you receive faultless goods.
This is what you can do:
Contact the online shop and Klarna. Experience has shown that the dubious shop will not write back at all or will suggest a very expensive return. Inform Klarna that you have not received the promised goods and therefore you will not pay. To do this, log in to the Klarna customer portal and select “Report a problem”.
Be persistent if Klarna continues to demand money. There is no obligation to pay. However, it is important that you make your position clear in writing and clearly contradict the request.
Klarna sends reminders even though you have returned the order and canceled the contract.
There may have been a miscommunication between the parties involved.
This is what you can do: If you withdraw from the contract and return the goods, you must inform the online shop informally. To ensure that Klarna does not send you unfounded payment requests or reminders, we recommend that you also inform Klarna about the withdrawal. To do this, log in to Klarna's customer portal and announce the return .
You will receive an invoice even though you have not ordered anything.
Then you have most likely been a victim of order fraud .
This is what you can do:
Inform the online shop and Klarna that you have been the victim of identity fraud. It is best to state in writing that you will not be making any payment. You may have to file a report. If you receive debt collection letters, you should also inform the debt collection agency about the fraud and object to the payment. If you receive further reminders, you can ignore them.
You will receive a reminder despite payment.
This issue likely arises from a miscommunication between you and Klarna. Perhaps you have specified an incorrect intended use?
This is what you can do:
Log in to Klarna's customer portal and submit a payment confirmation.
3 important tips for problems with Klarna
- Respond immediately to unauthorized payment requests and reminders. Best in writing!
- Request a reminder stop or payment pause until the situation is clarified.
- Reminders and forwarding to debt collection agencies are likely to be partly automated. If you have already rightly objected to the demands, there is no reason to worry if further reminder letters are received.
- support from the consumer advice center (Germany), the Internet Ombudsman (Austria) or the consumer protection department of your Chamber of Labor (Austria).
Source: Watchlist Internet
This might also be of interest: Classified ads: Enough fraud!
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