Klarna is a flexible online payment method that lets customers pay now or later.
Get support

For customers:

For merchants, email MultiSafepay at [email protected]

User guide

Handling Klarna disputes

A dispute is when you and a customer disagree about an order:

  • Goods, e.g. the customer returns all or part of the order, or the goods were faulty when delivered
  • Payments, e.g. invoicing errors, or the customer paid Klarna instead of you
  • Other, e.g. insolvency, or bankruptcy

Klarna provides support for resolving disputes. For a step-by-step overview, see Klarna – How to handle disputes at Klarna.

The easiest way to handle disputes is using the Disputes app in the Klarna Merchant Portal. The portal also gives you an overview of all your orders.

Note: If viewing orders in the portal, you must still manually change the order status to Shipped to trigger the invoicing process and receive payment.

Connecting to the Klarna Merchant Portal

You’ll receive an email from Klarna inviting you to activate your portal account.

Note: The link expires within 3 days and is only usable once. If your link has expired or you haven’t received an email, email the Support Team at [email protected]
  1. In the email, click Activate account.
  2. Read the Merchant Portal Agreement, agree to the terms and conditions, and then click Continue.
  3. Enter a password, and click Update password.
  4. Enter your first and last names, and then click Update profile.
  5. To sign in for the first time, enter your email address and the password you just created, and then click Log in.

Setting up two-factor authentication

If you want to increase the security of your account, set up two-factor authentication with the Google Authenticator app.

  1. Under To-dos, click Activate two-factor authentication.
  2. In the dialog, click Start the setup.
  3. Open the Google Authenticator app and scan the QR code.
  4. Enter the one-time authorization code from the app, and click Set up authentication.

Getting started with the Disputes app

To sign up to use the Disputes app, follow these steps:

  1. Sign in to the Klarna Merchant Portal.
  2. In the side menu, click Disputes.
  3. Select an email address and preferred language for receiving dispute-related emails, e.g. reminders.
  4. Agree to the terms and conditions.
  5. Click Sign up.

Klarna will send you an email when the first dispute appears in the app.

Using the Disputes app

The side menu contains three pre-set filters to view:

  • All disputes
  • Unauthorized disputes
  • Disputes expiring soon

See Klarna – Disputes App in Merchant Portal for detailed information on:

  • Searching and filtering disputes
  • Exporting reports
  • Dispute statuses
  • Managing settings
  • Responding to disputes
  • Accepting losses
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 dashboard.

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 dashboard 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 dashboard.
  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 dashboard.

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.