Klarna

When working with Klarna in D365 FO there’s several statuses that is important.

Authorized: When the status is authorized, it means that the invoice isn’t registered at Klarna. The status
will change to posted/paid when the item is received/scanned at the HUB.

Posted/paid: The money is received from Klarna and the invoice is sent to the customer by Klarna

Status: Authorized
If the customer regrets the whole order. The Klarna payment line should be deleted.

If that is not possible choose ‘Edit’ and fill in ‘0’ under ‘amount’. Then it should be possible to remove it.

If the customer only regrets some of the items, the amount should be edited. Go to "Customer regrets only some of the items in the order" further down in the guide. 

Step 1
Start with modify and remove all the item lines that should be removed.

Then proceed to ‘Sales order recap’




Step 2
Click remove and click ‘Yes’ in the window


If an error appears proceed to next step


Step 3
This time click ‘Edit’



Step 4
Fill in ‘0,00’ under ‘Payment amount’ and click ‘OK’




Step 5
You can now see that the payment is changed to 0,00 and now you are able to remove the line by clicking
remove. Finish by clicking ‘Submit’




Customer regrets only some of the items in the order 

Step 1
Click ‘Edit’ in sales order recap

Under ‘Payment amount’ you should fill in the new total amount of the order.

Example: The original order is on 4661 SEK. The customer regrets items worth of 1000 SEK. Then the
amount filled in should be 3661.

Then click ‘OK'





Status: Posted/paid
Around 5 days before the delivery of the order, the status will change to posted/paid

If the customer regrets after that status has changed to ‘Posted’ or ‘Paid’ then there should be made a new line where you fill in the minus amount.

Step 1
Start by removing all the item lines that needs to be removed

Modify and go to sales order recap

The status of the payment is ‘Posted’

Click ‘Add’


Step 2
Fill in the payment amount in minus.

If the customer regrets the whole order, then the amount should be the same as the whole order.

If it’s only some of the items, the amount should be the value of those items.

Click ‘OK'




Step 3
Now you can see the minus line. The old line should not be deleted. Proceed by clicking ‘Submit’



N.B:

To resend a Klarna invoice to the customer call Customer Care.

When an order is completed with Klarna, you cannot add items to the order afterwards. A new order must
be made.

If the customer wants to pay with Klarna but gets declined, the customer should contact Klarna.

If the order is cancelled, we cannot transfer the money directly back to the customer. This goes through
Klarna.

The customer cannot make a new purchase with Klarna right after a cancellation. If the customer gets
rejected because of this then they should call Klarna.

All Klarna orders will have a delivery hold until the money is collected from Klarna around 5 days before
delivery.