Forbruker Europa is the Norwegian Consumer Protection Authority’s department for trade across national borders in the EU. They help Norwegian consumers who shop from other EU countries if something goes wrong. Last year and so far this year, they have seen an increase in complaints against the payment service Klarna and now they warn against using the service. Klarna informs news that they do not recognize that it is difficult for consumers to get their money back if a mistake occurs. It took a year before the matter was resolved. One of those who talk about challenges with Klarna is Helene Moss (40). In 2021, she bought a woolen coat with Klarna’s invoice solution from what she subsequently characterizes as a rogue online store in Sweden. The coat was a bargain purchase, but returning it and dropping the monetary demand of NOK 3,000 proved to be difficult, according to Moss. – After repeated return attempts, the online store refused to accept the item, and I got nowhere with Klarna either. I spent a lot of unnecessary time and resources to get the case resolved and several agencies were involved. – The item was purchased in November 2021 and was not resolved until November 2022, so it took a whole year, says Moss. Klarna froze the payment claim, but refused to delete the money claim. After Moss took the case to the Financial Complaints Board, the case was resolved and Klarna deleted the money claim. – I expect Klarna to provide good buyer protection. But as of today, that does not mean that you get it. – Klarna should have stricter rules for who they allow to use their services. I think it has become too easy for rogue sellers as it is now, says Moss. Klarna admits that they made a mistake in the Moss case, but still believes that their buyer protection should prevent this very thing. Seeing an increase in complaints against Klarna Although the case was resolved, Forbruker Europa’s director Linn Hogner Jahr believes that it has taken an unnecessarily long time. Consumer Europe is seeing an increase in inquiries from consumers who have shopped via Klarna. The consumer network mediates on behalf of consumers in matters relating to travel, fraud, online shopping and housing abroad. 8 percent of the mediation cases they have had so far this year concern Klarna, which amounts to 40 cases. Director of Consumer Europe, Linn Hogner Jahr believes that Klarna makes it difficult for consumers to get their money back if problems arise with the purchase. Photo: Forbrukertilsynet A frequent problem in complaints is that the item does not arrive, but that Klarna nevertheless chooses to charge consumers for the purchase. – We think it is too difficult to get the money back if problems arise with the purchase, says Jahr. Klarna will not be interviewed by news. They point out that they have strict routines to control shops that use Klarna as a payment solution and write the following in an email: – What the director of Consumer Europe says is simply not true. Of course, no one should pay for goods that they have not received. This is precisely why Klarna’s buyer protection exists, which ensures that you as a consumer do not have to pay for an item you have bought that is incorrect or not delivered. Norwegian manager of Klarna Geir Østby rejects the criticism. Photo: Klarna – It is, and has been, the very basic idea behind Klarna for over 18 years. We therefore attach great importance to our customers feeling safe when shopping with us, and act immediately if we get indications that one of our partners does not live up to our standard, says Geir Østby, Norway’s head of Klarna. – Trainers Jahr in Forbruker Europa recommend that people pay by card instead. – The banks are very good at complying with the rules and they pay out quickly if you use card complaints, says Jahr. Consumer Europe believes that Klarna markets itself as a safe alternative, but that consumers report that if problems arise in relation to a purchase, it is difficult to deal with Klarna. According to Jahr, Klarna often blames the matter on the seller. – They train the case and they are not willing to take responsibility, she says. Helen Moss still uses Klarna, but carefully examines the store’s return policy first. Photo: Privat Jahr points out that Klarna is subject to a set of regulations when they act as a credit provider. The rule is that consumers can demand a refund if there are problems with the purchase, such as the item not being delivered, or there being something wrong with the item. Helene Moss still uses Klarna, despite previous challenges. – I am very happy with that arrangement. But after the experience with Klarna, I carefully examine the online store’s return scheme and reviews before I shop, she says.
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European consumer network warns against using Klarna – news Culture and entertainment
