You can handle those emails like any other customer email.
To answer the customer’s query, reply to the email directly, and your response will be available to the customer in the Klarna app.

Please do not reply to the customer’s private email address since they expect your response in their Klarna app.

Are replies to this email compliant and secure?
Yes, we’ve got your back, so you can confidently reply. Klarna uses the highest security standards to protect your data and the customer’s privacy. The Klarna app has built-in compliance with two-factor authentication to ensure that only the customer can access your reply.

• Why did we receive an email from the customer that wasn’t sent from their private email address?