Klarna: Order not received - so proceed
If you have paid for your order at the online shop using Klarna, and still did not receive it, there are a number of things you need to consider when making a complaint: After all, the transaction was not only between you and the online shop, but also with the Klarna payment service. We show you how to do it.
Klarna: Order not received - first complain to the online shop
If the payment is made via Klarna, you are on the one hand on the safe side because you did not have to pay in advance, on the other hand you have to inform the payment service accordingly.
- Since Klarna is solely responsible for the payment process itself, you must first contact the corresponding online shop.
- Contact the customer service of the online shop and ask when or whether your order has been sent.
- If the order has been sent to you, have the parcel tracking number given to you.
- You can then use tracking to find out where your package is currently located.
Contacting the Klarna payment service
Depending on what your complaint with the online shop resulted in, you should contact Klarna immediately in the next step.
- Klarna itself is not involved in the ordering process. Therefore, the company assumes that you have received your order as long as you do not receive notice to the contrary. Accordingly, the invoice must be paid after 14 days at the latest, otherwise you will automatically receive a reminder.
- Therefore, you are obliged to report immediately to the payment service in the event of a complaint.
- Call up your account under "My Klarna" and let the payment period for the corresponding invoice be extended by ten days.
- This will prevent Klarna from starting the reminder procedure after 14 days and you will also get trouble from this side through no fault of your own.
- If you suspect that you will never receive your order, or if it is clear that the ten days will not be enough to clarify the case, you should contact Klarna customer service immediately.
- You can contact customer service Monday to Thursday from 8:00 a.m. to 8:00 p.m., Fridays from 8:00 a.m. to 6:00 p.m. and at the weekend from 10:00 a.m. to 5:00 p.m. on 0911 477 577 10. You can also contact customer service via online chat.
If you have received a warning from Klarna about the problem with the unsuccessful order, the next post may help you.