Customer Denied
Unfortunately due to GDPR, the denied reason will not show in the logs. If the customer has been denied purchase during the checkout, it will have a pop up screen stating Option currently not available, please choose another different payment method.
Pay Later and Pay in 3 services are not universally available and are always subject to an individual assessment. There are a number of reasons why a customer may have been denied, including;
- Their billing address is not registered on the UK electoral roll (this might be the case if they have moved to a new address within the past 12 months).
- The card being used does not match their billing address exactly
- Unsatisfactory assessment / purchase amount too high (Klarna has decided to not lend credit to this customer based on their lending policy)
- Previous Klarna history (if they have previously used Klarna and had any flags raised)
- Customers must be 18+ to use Klarna
Also please be aware that multiple attempts of the same details within a short period of time, will be denied. In this case you would need to wait 48hrs before attempting again with the same details.
In the case of a denied purchase we encourage merchants to advise their customers to get in touch with Klarna customer support on either 02030050833 or on the online chat service via https://www.klarna.com/uk/customer-service . Our Customer Support agents will take a look into their previous Klarna order history and offer them advice on how to increase their eligibility for future purchases.
Alternatively, if the customer is looking for some more information on why their application was declined, they should email creditdecisions@klarna.co.uk in order to discuss further.
In their email, they should include the following details:
- Full Name
- Date of Birth
- Date/s on which they were declined
- Number of dependent children
That team will then get back to the customer within 48 hrs.
Customer see's monies pending on their account
This is likely to be an Authorisation hold; more on this can be found here: https://www.klarna.com/us/customer-service/my-purchase-was-denied-why-do-i-still-have-a-pending-authorization-hold-on-my-card/
This hold is likely to be released within the first 24 hours, however this can alter depending on banking providers and occasionally take between 1-7 business days.
We would recommend if by the end of day 7 the customer has not see this release or cancel out that they reach out to Klarnas customer service team directly.
They can easily contact us by emailing us via the form on the website, or via customer service chat which is also available on our website.
They would also be welcome to contact Klarna's Customer's Service by phone on 02030050833 (Option 1).