Frequently asked questions about the “Pay in 3 interest-free installments” option

Klarna is a Swedish payment service provider that assumes responsibility for users’ payments. Klarna is the provider of simplified payments for over 200,000 online stores. So far, more than 85 million customers worldwide have relied on Klarna for their payments.

How does the “Pay in 3 interest-free installments” option work?

“Pay in 3 interest-free installments” allows you to spread the cost of your purchase over 3 equal payments. The payments for each installment will be automatically charged to the debit or credit card specified at the time of payment. The first installment will be charged when the order is confirmed by [MERCHANT], and the second and third installments will be charged 30 and 60 days later, respectively. You can always monitor your payment schedule in the Klarna app.

Who is eligible for the “Pay in 3 interest-free installments” option?

To use the “Pay in 3 interest-free installments” option, you must be at least 18 years old. Although the “Pay in 3 interest-free installments” option is widely advertised,

it is subject to the user’s financial circumstances. By choosing to use the “Pay in 3 interest-free installments” option, our analysis will not affect the user’s credit assessment.

How can you increase your chances of being accepted for the “Pay in 3 interest-free installments” option?

Klarna is unique and offers the “Pay in 3 interest-free installments” option based on a number of factors, such as the order value, order history, and item availability. If the user is over 18 years old, they can increase their chances of using the “Pay in 3 interest-free installments” option by ensuring they provide their full name and an accurate address, as well as using their registered billing address for shipping. All orders are reviewed individually. Just because the user has used the “Pay in 3 interest-free installments” option before does not mean they will be offered the option for every order; and, if the option

was previously denied, it does not mean it will be denied for all future orders.

What information must the user provide when making a purchase?

If the user wishes to make a purchase with Klarna using the “Pay in 3 interest-free installments” option, they will need to provide their phone number, email address, current billing address, and debit or credit card number. The mobile phone number is required in case we need to contact the user. All communications will be sent via email. It is very important that we are provided with the correct details, otherwise the payment schedule and any order updates may not arrive.

Will a credit check be performed on the user?

Klarna may perform so-called soft credit checks (or soft credit searches), which have no effect on the user’s credit score and are visible only to the user and Klarna, but not to other credit institutions. Neither Klarna nor [MERCHANT] perform credit checks on the user that could affect their credit score.

Why is the “Pay in 3 interest-free installments” option not available to everyone?

Although the “Pay in 3 interest-free installments” option is widely advertised, it is not always available to everyone. The “Pay in 3 interest-free installments” option is automatically generated by algorithms that depend on a number of factors, including the address, cardholder details, order total, online store,

previous order history, and item availability.

What payment options are available with Klarna?

Payments for the installments of the “Pay in 3 interest-free installments” option will be automatically charged to the debit or credit card specified at the time of payment. The first payment will be charged when the order is confirmed. The second and third installments will be charged 30 and 60 days after the first installment, respectively. You can always monitor your payment schedule in the Klarna app.

What happens if the order is canceled or returned?

As soon as [MERCHANT] accepts the cancellation or return, Klarna will cancel any future scheduled payments and also refund any amount owed. The return will be immediately visible in the Klarna app.

What happens if the order is not paid for?

Klarna will attempt to charge the payments for the “Pay in 3 interest-free installments” installments at [MERCHANT] to the debit or credit card specified at the time of payment. If the payment cannot be charged on the due date, Klarna will make a second attempt to automatically charge the payment two days later. If this attempt is unsuccessful, Klarna will issue a statement for the entire outstanding amount, which will become payable 15 days later. Klarna will communicate the payment due date two days before attempting to collect it, and the due date can always be monitored in the Klarna app. If the “Pay in 3 interest-free installments” option is not paid on time, the user’s credit score will not be affected.

The user was asked to go to the Klarna website. Is this correct?

All purchases and the Klarna payment schedule can be viewed in the Klarna app or by logging in at Klarna.com/uk.

Is the user’s payment information secure?

Payment information is securely processed by Klarna. No card details are transferred to or retained by [MERCHANT]. All transactions take place over connections secured by the latest industry security protocols.

Can payment be made before the due date?

Yes. Simply go to the Klarna app or log in at Klarna.com/uk and pay in advance.

Was the payment successful?

Klarna will send an email notification and a push notification from the Klarna app when a payment is due and when it has been successfully collected, or in the unlikely event that the payment was unsuccessful. If a payment has been made but no payment confirmation has arrived, the status of the order and payments can always be checked in the Klarna app or by accessing the website www.klarna.com/uk

What happens to the user’s statement after the goods are returned?

Once [MERCHANT] has received the return (partial or full) and the user has received confirmation of receipt, Klarna will send a statement with an updated payment plan in the case of a partial return. With a full return of the goods, we will refund all collected payments and cancel all future scheduled payments. The user can always monitor the status of their order in the Klarna app.

The user received the statement but has not yet received the goods.

If the goods have not yet been received, call [MERCHANT] to check the status of the order and its delivery. You can also contact Klarna Customer Service so that we can postpone the payment due date or put the order on hold in the Klarna app while awaiting delivery.

The user canceled their order. How long will it take to receive the refund?

As soon as the store has registered the cancellation or return, the refund will be processed within 5–7 business days.

The user requested a refund. How will it be issued?

Refunds will be issued to the debit or credit card that was originally provided at checkout.

The user has not received any email regarding their statement or payment information.

You can access the Klarna app or the website www.klarna.com/uk, where you can find all orders and scheduled payment information.

How can you contact Klarna with further questions about payments?

Consult the Klarna app or the Klarna Customer Service page for the complete list of frequently asked questions, phone contact details, and live chat.