Klarna vs Afterpay Refund Process

Klarna

• Returns are subject to the store’s return policy.
• Provide required returns information in the app.
• Keep copies of correspondence or proof of attempts to contact the store.
• Contact the store directly for questions regarding return status or refund eligibility.
• If the store’s return policy only allows store credit, payments to Klarna are still due.
• Express shipping fees are not refundable according to the store’s terms and conditions.

Afterpay

• The merchant must process the refund in their system first.
• Returns are always subject to the merchant's refund policy, which can be found on their website or by contacting them directly.
• Always allow up to 7 calendar days for the merchant to respond to your enquiry if goods are not received.

Klarna

• To check if Klarna balance refunds are enabled: Go to Payments, Navigate to Payment preferences, Tap Send to Klarna balance to toggle on/off.
• Follow the store’s return instructions.
• Report a return in the Klarna app: Go to Payments, Select the order or items to return, Tap Report return.
• If refund not received after 14 days due to changed banks/cards, inform Klarna as the refund may have bounced back.

Afterpay

• Contact the merchant directly for their refund policy.
• Reach out to the merchant/seller first to find out what has happened and request tracking information if goods have not been received.
• If it has been more than 7 calendar days since the order date and you have received no response from the merchant, you can raise a dispute from your app.
• Check your emails for notifications from Afterpay, as an email is always sent to let you know a refund is on its way.

Klarna

• Klarna balance
• original payment method
• another payment method

Afterpay

• original card used for payments
• Afterpay account

Klarna

• If the partial refund is less than the remaining balance of your order, the amount still owed will be spread evenly across the remaining payments.
• If the partial refund is greater than the remaining balance of your order, the difference will be credited to the original payment method.
• For partial refunds on orders placed with the One-time card Pay in 4 service, the service fee is still charged.

Afterpay

Not available

Klarna

Not available

Afterpay

• If goods haven't been received and the merchant has not responded within 7 calendar days of contact, a dispute can be raised from the app.
• Once a full dispute has been raised, a second dispute for the same order cannot be raised.
• For some merchants (e.g., Prezzee for Gift Cards), you must contact them directly for help and cannot raise a dispute.
• A dispute can be canceled via the app if goods are delivered or a refund is received from the store after the dispute was raised.

Klarna

• For partial refunds on orders placed with the One-time card Pay in 4 service, the service fee is still charged.
• If a partial refund is less than the remaining balance, the amount still owed is spread evenly across remaining payments.
• If a partial refund is greater than the remaining balance, the difference is credited to the original payment method.
• If the total amount owed is greater than the refund, the refund will be deducted from the total balance of your account.
• If the total amount owed is less than the refund, the refund will be available as a positive balance in your Klarna account.
• Refunds to customers trigger a deduction from the merchant's next payout from Klarna.

Afterpay

• Some merchants, such as those selling gift cards (e.g., Prezzee), require you to contact them directly for help, and disputes may not be able to be raised.
• Once a full dispute has been raised, you will not be able to raise a second dispute for the same order.
• If goods are delivered or a refund is received from the store after raising a dispute, you can notify Afterpay to cancel the dispute via your app.