Hello, how can we help?

Administration

How do I change my bank account details? | Why do I need a transfer agreement? | When will I receive my payouts? | What is AML and why do I need to complete this form? | What is a payment service provider (PSP)? | When will I be paid for an order?

Agreement questions

How do I start selling with Klarna? | Is there a binding period for the agreement? | What are Klarna’s payment options?

Customer related cases

What do we do when we receive a customer email sent from the Klarna app? | Why did we receive an email from the customer that wasn’t sent from their private email address? | When is the customer refunded? | Can I remove a customer’s late fee? | What happens when the customer makes a return? | Why can’t the customer complete their purchase? | How do I change a customer’s billing address? | How do we reply when the customer asks about their remaining account balance?

Merchant Portal

What does it mean that an order has expired? | What do the various order statuses mean? | Where can I access the settlement files? | What is the Settings app? | What is the Orders app? | What is the Settlements app? | What is the Users app? | What is the Branding app? | What is an app in the Merchant Portal? | What does a captured order mean? | What do I do when I can not deliver all the products to the customer in one go? | Where can I find the Klarna API-credentials? | How do I remove an item from the customers’ order? | Where can I find my payout? | Where can I find my orders? | How do I remove an order that’s been cancelled? | How do I add a user in the Merchant Portal? | How do I remove a user? | How do I receive my log in details for the Merchant portal? | How can I see the order history?

Sell with Klarna

How does Klarna charge for its service? | How do I become a customer with Klarna? | When do I receive my payouts? | In which countries can I use Klarna? | How do I start selling to other countries? | Are there any restrictions on what I can sell through Klarna? | What languages are Klarnas agreements available in? | How do I pay Klarnas fees? | Do I have a contact person?

Technical and Integration

How do I add the Klarna badge to my available payment options? | How does the integration work? | What is the username and password that needs to be added to my platform? | I have logged in to the Merchant Portal to integrate. How does it work? | What needs to be done before I can start integrating with Klarna? | How do I fix the error message “401 Unauthorised” in the checkout?