exit-icon
Request a callback
Request a callback

Enter your number and one of our friendly ecommerce experts will be in touch. All fields are required.

Speak to our experts today 0333 004 0333
Speak to one of our experts today or callback-group-circleRequest a callback

Klarna FAQs

About

  • What is Klarna?

    Klarna provide simple payment solutions for eCommerce stores.

    How does Klarna work?
  • What is my relationship to Klarna?

    EKM teamed up with payments company Klarna to offer an 'all in one' eCommerce solution with payments included. By default on EKM, Klarna will power your online checkout and transactions made online by your customers. Klarna assume all risk on orders and guarantee that you will always get paid.

  • What is Klarna Checkout?

    Klarna Checkout is a payment solution optimised to increase conversion. The smooth buying flow of Klarna Checkout is the most popular payment method on the market, which separates the buying experience from the payment for your customers. As Klarna assumes all the risk, as soon as the customer clicks the ‘Buy now’ button, Klarna guarantees your payment.

  • Which payment options will be offered through Klarna Checkout?

    Your customers can opt to either pay immediately by debit or credit card in the checkout or take advantage of our 'Pay After Delivery' payment option. Pay After Delivery allows the consumer to pay for the ordered items once they have received them at a later date by card or bank transfer. Klarna guarantee that you always get paid.

Get Started

  • Where will I find my merchant ID?

    Your merchant ID is sent by post once Step 1 of the onboarding process has been completed. To view your merchant ID in your EKM account, Head over to 'Settings > Payments > Configure Klarna > View Payments'.

  • When will I need my merchant ID?

    You will be asked to state your merchant ID for security reasons when contacting Klarna's merchant support.

  • Why do I need a returns policy on my site to be accepted for Klarna?

    To avoid a dispute or a misunderstanding between the consumer, the merchant and Klarna if a consumer makes a return.

  • Why do I need to add my home address?

    If you are not registered, Klarna will need to perform a check to ensure you are a legitimate business, which can be done on your home address.

  • BIC/IBAN - Why do I need them?

    When making a domestic payment by credit transfer or direct debit, BIC (Bank Identifier Code) and IBAN (International Bank Account Number) have replace National Sort Code (NSC) and Account Number as the main payment identifiers for all SEPA payments. Klarna therefore need your BIC/IBAN in order to be able to pay your for your orders.

Order Handling

  • Should I always use recorded delivery/tracking when sending goods?

    You may use any delivery method to ship goods. However, Klarna only assumes the risk when merchandise is sent by recorded delivery/tracking. For further information please read Klarna's shipping policy.

  • How do I complete and get paid for an order?

    On the order page, simply select 'Complete & Dispatch Order' to notify Klarna that the order has been dispatched so they can then pay you. (Remember, only confirm the order when you have shipped your products).

  • How do I register a return / refund?

    After you have Confirmed & Dispatched your order, you will then have the option to refund the customer on the order page. Simply state the refund amount and select 'Refund'.

  • Why do I need to Confirm & Dispatch an order, register refunds etc?

    Klarna needs to be informed of the status of each order to know when a payment should be collected from the consumer, and whether (by registering a refund) the consumer should no longer pay. By confirming the order you let Klarna know when to invoice the customer. By registering a refund you tell Klarna that the charge is cancelled or that the consumer should be refunded for the amount returned. No customer wants to receive an invoice for an order that has been returned, therefore, these actions are vital to ensure a smooth and enjoyable consumer experience.

  • How much time do I have to ship the order?

    Orders need to be confirmed in your EKM Orders section and shipped to the consumer within 28 days. Any attempt to confirm an order will fail after this time frame (28 days) has lapsed.

  • What is the procedure should a consumer return a product?

    It is important that consumers receive a refund as soon as a product has been returned. As Klarna needs to be notified of an incoming return it is important that you instruct the consumer to contact Klarna Customer Service. Klarna will be able to best assist consumers when we receive information about pending returns.

  • Can I accept charitable donations through Klarna?

    Charity is in general ok. It will however always be a case by case decision depending on what kind of charity the merchant is doing. Donations to political parties and initiatives are for example not approved. It's also good to know that if the merchant doesn't follow our shipping policy, which can be the case if the charity doesn't include a physical product, Klarna wouldn't need to take the fraud risk.

Payouts/Payments

  • How and when will I receive my payout?

    You will receive the payout into the bank account which you registered when completing the Klarna sign-up process. Payouts are triggered by the capturing process and follow the payment schedule.

  • What is my 'payout schedule'?

    Your payment schedule is 7 days after the order is 'confirmed and dispatched'.

  • When will I receive my payout?

    Your payment schedule, by default, is 7 days after the order is 'confirmed and dispatched'.

  • What is a Payouts file, and how do I receive it?

    A Payouts file is a report which shows the breakdown of all orders made with Klarna, which you are being paid out for. To find your reconciliation files, please follow the below instructions: To view your reconciliation file, head over to 'Settings > Payments > Configure Klarna > View Payouts'.

  • What countries do Klarna accept?

    Through Klarna, your customers can pay you in GBP and deliver to any of the following countries:

    • Åland Islands
    • Albania
    • Algeria
    • American Samoa
    • Andorra
    • Anguilla
    • Antarctica
    • Antigua and Barbuda
    • Argentina
    • Armenia
    • Aruba
    • Australia
    • Austria
    • Azerbaijan
    • Bahamas
    • Bahrain
    • Bangladesh
    • Barbados
    • Belgium
    • Belize
    • Benin
    • Bermuda
    • Bhutan
    • Bolivia, Plurinational State of
    • Bonaire, Sint Eustatius and Saba
    • Botswana
    • Bouvet Island
    • Brazil
    • British Indian Ocean Territory
    • Brunei Darussalam
    • Bulgaria
    • Burkina Faso
    • Cambodia
    • Cameroon
    • Canada
    • Cape Verde
    • Cayman Islands
    • Chad
    • Chile
    • Christmas Island
    • Cocos (Keeling) Islands
    • Colombia
    • Comoros
    • Cook Islands
    • Costa Rica
    • Croatia
    • Cuba
    • Curaçao
    • Cyprus
    • Czech Republic
    • Denmark
    • Djibouti
    • Dominica
    • Dominican Republic
    • Ecuador
    • El Salvador
    • Equatorial Guinea
    • Estonia
    • Ethiopia
    • Falkland Islands (Malvinas)
    • Faroe Islands
    • Fiji
    • Finland
    • France
    • French Guiana
    • French Polynesia
    • French Southern Territories
    • Gabon
    • Gambia
    • Georgia
    • Germany
    • Ghana
    • Gibraltar
    • Greece
    • Greenland
    • Grenada
    • Guadeloupe
    • Guam
    • Guatemala
    • Guernsey
    • Heard Island and McDonald Islands
    • Holy See (Vatican City State)
    • Honduras
    • Hong Kong
    • Hungary
    • Iceland
    • India
    • Indonesia
    • Ireland
    • Isle of Man
    • Israel
    • Italy
    • Jamaica
    • Japan
    • Jersey
    • Jordan
    • Kazakhstan
    • Kenya
    • Kiribati
    • Korea, Republic of
    • Kosovo
    • Kuwait
    • Kyrgyzstan
    • Latvia
    • Lesotho
    • Liechtenstein
    • Lithuania
    • Luxembourg
    • Macao
    • Macedonia, the Former Yugoslav Republic of
    • Madagascar
    • Malawi
    • Malaysia
    • Maldives
    • Mali
    • Malta
    • Marshall Islands
    • Martinique
    • Mauritania
    • Mauritius
    • Mayotte
    • Mexico
    • Micronesia, Federated States of
    • Monaco
    • Mongolia
    • Montenegro
    • Montserrat
    • Morocco
    • Mozambique
    • Namibia
    • Nauru
    • Nepal
    • Netherlands
    • New Caledonia
    • New Zealand
    • Nicaragua
    • Niger
    • Nigeria
    • Niue
    • Norfolk Island
    • Northern Mariana Islands
    • Norway
    • Oman
    • Pakistan
    • Palau
    • Palestine, State of
    • Panama
    • Paraguay
    • Peru
    • Philippines
    • Pitcairn
    • Poland
    • Portugal
    • Puerto Rico
    • Qatar
    • Réunion
    • Romania
    • Rwanda
    • Saint Barthélemy
    • Saint Helena, Ascension and Tristan da Cunha
    • Saint Kitts and Nevis
    • Saint Lucia
    • Saint Martin (French part)
    • Saint Pierre and Miquelon
    • Saint Vincent and the Grenadines
    • Samoa
    • San Marino
    • Sao Tome and Principe
    • Saudi Arabia
    • Senegal
    • Seychelles
    • Sierra Leone
    • Singapore
    • Sint Maarten (Dutch part)
    • Slovakia
    • Slovenia
    • Solomon Islands
    • South Africa
    • South Georgia and the South Sandwich Islands
    • Spain
    • Sri Lanka
    • Suriname
    • Svalbard and Jan Mayen
    • Swaziland
    • Sweden
    • Switzerland
    • Taiwan, Province of China
    • Tajikistan
    • Tanzania, United Republic of
    • Thailand
    • Timor-Leste
    • Togo
    • Tokelau
    • Tonga
    • Trinidad and Tobago
    • Turkey
    • Turkmenistan
    • Turks and Caicos Islands
    • Tuvalu
    • United Arab Emirates
    • United Kingdom
    • United States Minor Outlying Islands
    • Uruguay
    • Uzbekistan
    • Venezuela, Bolivarian Republic of
    • Viet Nam
    • Virgin Islands, British
    • Virgin Islands, U.S.
    • Wallis and Futuna
    • Western Sahara
    • Zambia
  • Are there any transaction fees?

    Transaction fees are charged per-transaction based on your pricing plan: 2.49% (Startup), 2.19% (Growing) & 1.99% (Established). You can find more information on our Pricing page.

Customer Service

  • A consumer is contesting an order, what should I do?

    If a customer disputes an order/invoice simply refer them to Klarna's customer service department who will be happy to assist the customer further. Customers are able to reach Klarna's customer service department via their dedicated Customer Service page.

Tools

  • Where can I find logos and banners?

    You will find all Klarna's logos and banners here and a display with payment options here.

Contact

  • Who should I contact if I need assistance?

    Please feel free to contact EKM support as a first point of contact with questions regarding payments and related to your e-commerce solution.

    If you're an existing EKM customer please login to access the EKM support centre and submit a ticket - this is the fastest way to get help.

    support@ekmsystems.co.uk
    +44 (0)333 004 0333

Policies