Klarna is an online payment method that lets customers pay for orders after receiving them. Customers are only charged for the items they keep from the order. Klarna bears the risk and guarantees settlement.
Get support

For customers:

For merchants, email MultiSafepay at [email protected]

User guide

Changing order status to Shipped

Changing the order status from Completed to Shipped prevents the order expiring, and triggers Klarna to invoice the customer and transfer the funds to MultiSafepay.

In your MultiSafepay account

To change the order status in your MultiSafepay account, follow these steps:

  1. Sign in to your MultiSafepay account.
  2. Go to Transactions > Transactions overview.
  3. Search for the transaction, and click to open the Transaction details page.
  4. Under Order details, click Change order status.
  5. Change the status to Shipped.
  6. Send the customer the Track & Trace details, if relevant.

In your backend

Some MultiSafepay plugins can pass the updated status to your MultiSafepay account automatically when you set the order status in your backend to:

  • Magento 2: Shipped
  • Shopware 5: Completed
  • WooCommerce: Completed

For other MultiSafepay plugins, you can forward the status via our API by making a PATCH /orders request. Some third-party plugins may not support this.

See API reference – Update an order.

Customizing invoices

To add your logo to invoices Klarna sends to your customers, follow these steps:

  1. Sign in to your Klarna Merchant Account.
  2. Go to Branding.
  3. Under Logo, upload a .png or .jpeg logo.

For best results, use a square image with a transparent background.

Brand information

Under Brand information, you can set up and manage your brand including:

  • Brand name
  • Home page
  • Instagram URL
  • Facebook URL


For support, see Klarna - Klantenservice.

Note: You can no longer view PDF invoices in your MultiSafepay account.

Extending the shipping period

If you cannot ship the order within 28 days, you can extend the time period for up to 180 days in segments in your MultiSafepay account via the Extend button.

If the order is not captured during this time, both the order and transaction status changes to Expired.

Pauzing the collection period

Buy now pay later services let customers pay only for items they keep from an order. This means sometimes customers return products.

If the return process takes too long to verify, you can place the collection period on hold for 2 to 4 weeks. Call Klarna on +31 208082853 or email Klarna Sales at [email protected]

Handling expired orders

If you have already shipped an order but it expired because you didn’t change the order status to Shipped within 28 days, follow these steps:

  1. Sign in to your MultiSafepay account.
  2. Go to Transactions > Transaction overview, and then select the expired transaction.
  3. Click Payment link, and then click Duplicate this order.
  4. On the Payment link generator page, click Generate payment link.
  5. Send the payment link to the customer.


  1. Create a new Klarna order.
  2. Change the order status to Shipped.
  3. Send the payment link to the customer.
Reservation and invoice numbers

For every transaction, Klarna generates:

  • A reservation number for while the order is not yet activated. Use this as a reference number when contacting Klarna with any questions at this stage.
  • An invoice number when the order status changes to Shipped.

Both numbers appear in the relevant Transaction details page in your MultiSafepay account.

Handling errors

If you receive a code:BAD_VALUE, Bad value: order_lines[0].reference error from Klarna, try using shorter SKU numbers (e.g. fewer than 9 characters).


Propose a change on GitHubexternal-link-icon or
send an email to [email protected]

Other languages

For an explanation in another language, contact your account manager.