Returns have always been an important part of the e-commerce business model. However, they are not as easy to navigate as they could be. They’re usually time-consuming, costly, and inconvenient, both for e-commerce business owners and their customers. But what if you paid for the returned item with one of the Buy Now, Pay Later services, let’s say Klarna? How does the return process work in such a situation?
In this step-by-step guide, we’ll cover everything you need to know about Klarna returns – from the basics of how it works to how to return a product you bought with the service. Let’s make sure your Klarna returns process is as smooth and stress-free as possible.
Find out how Klarna’s One-time card works to make sure you make the most of the service.
Step-by-step guide to returns with Klarna
Klarna returns aren’t as complex as you expect. Here are the steps you need to follow:
Step 1. Follow the store’s Klarna return instructions
First and foremost, you’ve got to check out and follow the store’s Klarna return instructions, as there might be differences in the number of days per return, depending on the retailer.
Note that only the store is responsible for adjusting your remaining balance and all things connected with your order, while Klarna only manages your payment.
Step 2. Report the return in your Klarna app
Once you’ve got familiar with the store’s Klarna return instructions, you should report the return in your Klarna app, so that the service can process it. Follow these simple steps:
- Open ‘Orders’ in Klarna app.
- Select the item (items) you’d like to return.
- Click ‘Report return’.
Step 3. Make sure your invoice is paused
Once you’ve reported your return, your invoice should be paused. This is done so that the store has enough time to register your return and update your invoice accordingly.
Step 4. Check the updated payment information
When the invoice is updated, you need to check the updated payment information. You should receive an email featuring the updated payment details, or just check the necessary information in your Klarna app.
Step 5. Enter the returns information in the Klarna app
Don’t forget to open your Klarna app and submit the date of the return and tracking details. Should your return be registered incorrectly by the store, Klarna will be able to support you with the return details you provided. Remember that in such situations you’ll be required to provide proof of your attempts to get in touch with the store and copies of your correspondence.
Klarna opens the investigation into your case and reviews the information you provided via the app. Once the process is complete, the service will inform you about the decision via email.
The investigation may go two ways, which leads to different results. If Klarna decides in your favor, your plan is updated accordingly, and you’ll receive a refund in case you overpaid. If, however, the store gets the upper hand in investigation, you’ll have to stick to your original payments.
Step 6. Check the status of your return in the app and via email
Once the store processes and adjusts your payment plan, Klarna will update your balance and notify you via the app and email.
How do I cancel my return?
If you change your mind and decide to keep the item, you can cancel your return in the Klarna app:
- Go to the ‘Orders’ tab in the app.
- Choose the item you’d like to keep.
- Click ‘Cancel return’ to update the item’s status.
How long do Klarna returns take?
Once your return is approved, you might wait for up to 14 days for your refund to be processed. However, as soon as your return is registered by the store, the refund should be sent your way. Depending on your payment plan, you may get each payment refunded separately on different days.
Returns shouldn’t be a hassle. While the process of returns with Klarna may be slightly different from what you’re used to, it’s worth noting that you can always contact your retailer and check out the instructions on the app. In a nutshell, you just have to follow the store’s Klarna return instructions, report your return in the app, and you’ll get your funds back.