How to Cancel a Klarna Order: Step-by-Step Guide

In the age of online shopping, “buy now, pay later” services like Klarna are popular, especially with younger shoppers. Klarna lets you get your order now and pay for it later in interest-free installments. But sometimes, you might need to cancel your order before it ships or is processed.

To cancel a Klarna order, you need to contact the merchant directly before the order is captured for payment. If the order has already been captured, you’ll need to ask the merchant for a refund.

This guide will show you how to cancel a Klarna order in different situations: before shipping, partially captured, or fully captured. We’ll also cover how to track your cancellation status, handle refunds, resolve disputes, and avoid future cancellation issues.

What is Klarna and How Does It Work?

Klarna is a Swedish fintech company that provides a “buy now, pay later” solution for online shoppers. When you checkout at a partnered online store, you can choose Klarna as your payment method. Instead of paying the full amount upfront, Klarna allows you to:

• Pay in four interest-free installments over 6 weeks
• Pay in 30 days with no interest or fees
• Finance your purchase over longer periods (6-24 months) at advertised interest rates

By using Klarna, you can receive your order immediately and make the payments later according to your chosen plan. This flexible payment option has made Klarna wildly popular, with over 150 million users globally.

When Can You Cancel a Klarna Order?

The key point to remember is that you can only cancel a Klarna order before it has been “captured” by the merchant. Capturing an order means the merchant has processed and charged your payment method (e.g., credit card, bank account) for the order amount.

If you cancel before the order is captured, Klarna will automatically refund any amounts you’ve already paid towards that order. However, once an order is captured, you can no longer cancel it directly. In that case, you’ll need to request a refund from the merchant following their returns and refunds policy.

How to Cancel a Klarna Order Before It’s Shipped

Canceling a Klarna order that hasn’t shipped or been captured is simple. Just follow these steps:

1. Log into the Klarna App and Go to Purchases
   • Open the Klarna app on your mobile device
   • Tap on the “Purchases” section to view your recent orders
2. Find the Order You Want to Cancel
   • Locate the order you wish to cancel in your purchase history
   • Check that the order status shows as “Purchase approved” and not “Captured”
3. Click the “Cancel” Button Next to the Order
   • You should see a “Cancel” button or option next to the uncaptured order
   • Tap/click on “Cancel” to initiate the cancellation process
4. Confirm the Cancellation
   • Klarna will ask you to confirm that you want to cancel this order
   • Review the details and affirm the cancellation request

Once you confirm, the order will be successfully canceled in Klarna’s system as well as with the merchant. Any amounts paid towards that order will be automatically refunded to your original payment method within 2-5 or 14 business days.

Cancellation policies may vary between merchants, and some stores may have extra requirements or deadlines for canceling orders through Klarna.

How to Cancel If Order is Partially Captured

In some cases, merchants may capture or charge part of the order amount upfront, known as a partial capture. This could happen for large orders, pre-orders, made-to-order items, or when inventory is limited.

Is Klarna’s order partially captured? Cancel the uncaptured portion Steps:

1. Contact the Merchant Directly
   • Reach out to the merchant’s customer service
   • Explain that you need to cancel the remaining uncaptured part of your Klarna order
   • Provide your order number and any other required details
2. Wait for Merchant Confirmation
   • Once the merchant confirms the cancellation request for the open/uncaptured part
   • Klarna will automatically cancel and refund that remaining amount on their end
3. For the Captured Part, Request a Refund
   • As the merchant has already charged you for that portion
   • You’ll need to go through their standard refund/return process
   • Follow the merchant’s policies, return windows, fees (if any), etc.

The merchant should be able to separate the partially captured amount from the newly canceled amount and process it accordingly via Klarna. You may receive two separate refunds – one from Klarna for the uncaptured cancelation, and one from the merchant for the captured portion’s refund.

How to Get a Refund for a Fully Captured Klarna Order

If your entire Klarna order amount has already been captured and charged by the merchant, you can no longer directly cancel the order through Klarna or the merchant. At this stage, your only option is to request a refund from the merchant by following their returns and refunds policy.

Here are the typical steps involved:

1. Contact the Merchant to Request a Refund
   • Reach out to the merchant’s customer service
   • Clearly state that you need to return the item(s) and get a refund
   • You may need to provide a reason for the return (defective, wrong item, etc.)
2. Follow the Merchant’s Returns Policy
   • Merchants have varying policies on return windows, shipping costs, restocking fees, etc.
   • Carefully review and follow all their stated requirements
   • Get a Return Merchandise Authorization (RMA) number if required
3. Ship Back the Items (if required)
   • For physical/non-digital goods, you’ll likely need to return the items
   • Use a trusted shipping service and get proof of shipping
   • Provide the RMA number and other details specified by the merchant
4. Wait for the Merchant to Process the Refund via Klarna
   • Once a return is received and approved by the merchant
   • They will process the refund through the Klarna system
   • The refund will be credited back to your original payment method

The merchant has a contractual obligation with Klarna to process legitimate refunds correctly. However, the specific refund timelines can vary – some merchants are quicker than others in initiating refunds.

Tracking Your Klarna Cancellation and Refund

Whether you’ve canceled an order before capture or requested a refund on a captured order, you can easily track the status and timeline through the Klarna app or website.

1. Check the Cancellation Status in the Klarna App
   • Go to the “Purchases” section
   • Look for a “Canceled” status next to your order
   • This means the merchant has received and processed the cancellation request
2. Track Refund Status and Timeline
   • For refunds on captured orders, the status will show as “Refund Pending”
   • Once processed, it will update to “Refunded” with the amount
   • You can see the expected date the refund will be credited back to your bank

If it has been more than 14 days since your order cancellation or refund approval, and you still haven’t received your refund, you can contact Klarna’s Customer Service for assistance. They have dedicated support channels:

• 24/7 chat within the Klarna app
• Phone support at (844) 552-7621 (toll-free for US)
• Email at [email protected]

Have your order details and any communications from the merchant handy when reaching out to Klarna’s support team. They can look into the issue and facilitate the refund process if needed.

What if the Merchant Doesn’t Cooperate?

In most cases, merchants are obligated to honor legitimate cancellation and refund requests, especially when going through approved channels like Klarna. However, there may be instances where the merchant is unresponsive, rejects your request without a valid reason, or fails to process the refund correctly.

If you’ve made a reasonable, good-faith effort to resolve the issue directly with the merchant but haven’t received a satisfactory resolution, you do have some additional options:

1. File a Dispute or Chargeback
   • You can dispute the transaction by requesting a chargeback from your bank or credit card issuer
   • Provide documentation like order details, cancellation requests, merchant responses, etc.
   • Your bank will investigate and may reverse the charge from the merchant
   • This option should only be used after exhausting all reasonable options with the merchant
2. File a Complaint with Relevant Authorities
   • If the merchant still refuses to cooperate after a chargeback dispute
   • You can file an official complaint with consumer protection agencies
   • For example, the Federal Trade Commission (FTC) for US-based merchants
   • State all facts, provide documentation, and communicate clearly
3. Seek Legal Recourse (as a last resort)
   • For high-value orders where other options failed
   • You may need to explore taking legal action against the merchant
   • Consult a consumer lawyer to understand your rights and options
   • This should always be an absolute last resort

Klarna is the payment processor, not the merchant. They can’t override merchant decisions once an order is captured, but they will help with refunds approved by merchants.

Tips to Avoid Klarna Order Cancellation Issues

While cancellations are sometimes unavoidable, there are some proactive steps you can take to minimize issues when ordering through Klarna:

1. Read the Merchant’s Policies Carefully
   • Before placing an order, thoroughly review their policies on cancellations, returns, restocking fees, etc.
   • Understanding the terms upfront can help avoid surprises later
2. Only Order What You Are Sure About
   • Don’t impulsively place orders you may want to cancel later
   • Ensure you want/need the item before checking out
3. Monitor Order Status Regularly
   • Keep checking the Klarna app for updates on order status
   • The sooner you initiate a cancellation, the smoother the process
4. Act Quickly If You Need to Cancel
   • As soon as you realize you need to cancel, take action immediately
   • Don’t wait until the order is captured, making cancellation much harder
5. Keep Good Records
   • Save copies of all order details, communications with the merchant
   • Documentation will be valuable if you need to dispute or escalate

By being a responsible and informed shopper, you can significantly reduce potential cancellation headaches when using Klarna.

Conclusion

Canceling a Klarna order is generally a straightforward process if done before the merchant captures it. Following the right steps to cancel or request a refund promptly can ensure you don’t pay for something you no longer want or need. While merchants control policies, being proactive, communicating properly, and leveraging options like chargebacks can help protect your rights. With some diligence, Klarna’s buy now, pay later convenience doesn’t have to turn into an inconvenient situation when cancellations are required.