What is this about?

Klarna can send you as an entrepreneur an email with a request to provide information. 

  • Stop request

    In this case, Klarna suspects that the transaction is fraudulent. This may not necessarily be the case, but there is reason enough for Klarna to investigate this further. For example, in the case of a stolen ID. Klarna will therefore ask you to stop the order, if possible.

  • Investigation

    In this case, Klarna received a report from a consumer about a suspicious situation. Again, it is not certain that this is fraud, but that Klarna wants to investigate the situation. For example, if the consumer has received a confirmation even though they have not placed an order themselves.

How does it work?

Klarna offers Merchant Protection. However, this only applies if you have acted as an entrepreneur according to the rules set by Klarna. That's why it is important to always make sure that you comply with these rules and always be able to prove that you have done so. 

Klarna expects you to take the following steps after receiving the email: 

  • Respond to Klarna within 1 working day
  • Try to reverse the order shipment
  • If the order has already been shipped, please provide the following information:
    - Name and address of the customer as listed on the parcel + date and time of delivery/collection
    - Signature of the customer for orders over 200 euros.


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