Klarna: reporting a problem and using buyer protection
If you paid with Klarna or bought on invoice, report “item not received” in the Klarna app. The buyer protection policy gives 120 days for this. You must first have tried to resolve the problem with the shop.
Calculate your deadline
Deadline: 120 days for “item not received”. Starts: Purchase or invoice date (Klarna mentions both).
Enter the date. The calculator then shows the end of the deadline and the days left.
- 120 daysreport “not received”
Klarna names both the purchase and the invoice date as the start. To be safe, count from the earlier date.
The calculator counts calendar days and runs only in your browser. It does not replace information from your bank, whose terms apply.
Step by step
Send the shop a message with a deadline and save it. Klarna may ask for proof.
Open the Klarna app, find the purchase and choose “Report a problem”.
Choose “item not received” and upload your evidence.
Check whether Klarna defers the payment and keep an eye on due dates until the case is decided.
What to say and write
Call first, then send a written confirmation. Replace the square brackets with your details. Never include passwords, PINs or TANs; no legitimate party will ask for them.
On [date] I bought from [shop address] with Klarna, order number [number], amount [amount] euros. The goods have not arrived and the shop does not respond. I have reported the problem in the app. Is my payment deferred during the review, and which evidence do you need?
Hello, on [date] I ordered from [shop address] with Klarna (order number [number], amount [amount] euros). The goods have not been delivered. My message to the shop of [date] went unanswered. I have reported the case in the Klarna app and filed a police report (reference [reference], if available). Please review the case under your buyer protection policy and defer the payment until a decision is made. I attach the evidence. Kind regards [Name]
Attach the order confirmation, proof of payment and your message to the shop.
What you will be asked
- Order number, date, amount.
- Proof that you contacted the shop first.
- Whether the shop gave a tracking number.
- Whether you have already reported the case to your credit card provider.
What to avoid
- Do not ignore an open invoice. Report the problem before the payment is due.
- Do not go to Klarna without first contacting the shop. The policy requires it.
- Do not dispute with your credit card provider at the same time. Klarna excludes such cases.
Background
How this route works
According to its own page, Klarna grants a payment deferral when an order does not arrive. The policy does not say how long that deferral lasts for “item not received”, so check in the app what applies to your case. If the shop has valid proof of delivery to the correct address, buyer protection is excluded under the policy.
What the law says
The policy does not apply to purchases with the Klarna bank account or Klarna bank card, purchases from private individuals, or services and events such as tickets or accommodation.
Do this in parallel
- Overview for those affectedOrder of steps, evidence, securing accounts.
- File a police reportOnline police station for your state.
Other payment methods
- PayPal Buyer Protection180 days from payment for the dispute, then 20 days for the buyer protection claim
- SEPA direct debit8 weeks from the debit, 13 months for an unauthorised direct debit
- Credit card (chargeback)No statutory deadline; the card networks set it, your bank tells you the one that applies
- Bank transfer and instant transferNo reversal deadline; recall via the recipient’s bank, answer within 15 banking days
Frequently asked questions
Do I still have to pay the Klarna invoice?
Report the problem before it is due. According to its page, Klarna defers the payment when something goes wrong. Do not ignore the invoice; follow what Klarna tells you in the case.
When do the 120 days start?
The policy mentions both “from purchase” and “from the invoice date”. To be safe, count from the earlier date.
This overview is independent editorial consumer information and not legal advice. It reflects German law and the terms of the providers named as of the check date. The current terms of your bank or payment provider are authoritative. For your individual case, a consumer advice centre or a lawyer can help.