レビュー (218)

総合評価
2.4
評価レベルごとの件数
  • 評価の38%は5つ星です
  • 評価の11%は4つ星です
  • 評価の4%は3つ星です
  • 評価の8%は2つ星です
  • 評価の40%は1つ星です
編集日:2025年2月27日

First of all it was extremely confusing to set up and i've no idea what the online messaging thing is actually supposed to do, but even worse, they're registering return requests as chargebacks.

Klarna's own site state that you need to register an account with them to be able to offer the service with Shopify, while Shopify said exactly the opposite, just enable Klarna and it will work. It did, but by then we had already set up an account with Klarna so I don't know whether we needed it or not.

As others have said, support is awful. I contacted them three times and eventually got a reply, which had literally nothing to do with the questions I had asked them.

But the worst was to come. We have only had Klarna set up for a couple of months, have received a few orders (would we have got those orders without Klarna? None were high value) but here's the problem: If a buyer wants to return an item they apparently have to report it to Klarna. Klarna them register this return as a chargeback and you're charged £10 for the privilege.

Having NEVER had a chargeback in 6 years we have now had 3 in 2 days, one for an order that was never sent because the buyer asked to cancel - it seems Klarna need to be notified and then register this as a chargeback.

A second order from the SAME buyer which WE cancelled and this was also then registered as a chargeback, and a third one today, after a customer had asked to return an item and we agreed and gave him return details only to be notified 2 hours later that he had filed a chargeback.

This time we asked the buyer why he had filed a chargeback as we had already accepted his return request and he insists he hasn't, only that he had to inform Klarna he was returning the item. This is how we found out what was happening. It's absolutely farcical - we're charged £10 and have to fill in a chargeback defence claim even though the buyer (apparently) hasn't filed a chargeback. It seems that it's just Klarna being Klarna.

Needless to say we have now disabled the payment option and unless we get a full personal explanation and assurances that it won't happen again we will not be using Klarna in the future.

REPLY TO KLARNA'S RESPONSE:

I'm well aware that this is for the on-Site Messaging app and not the Klarna Payment System but it is important that business owners understand what they are getting into, and you have provided a classic example of the problem here:

You state that "If you have enabled Klarna via Shopify Payments, returns registered by customers through the Klarna app will come through as disputes. You must respond to them via email to avoid the chargeback. Chargebacks will only occur if you do not respond, at which point Klarna will close the dispute in favor of the customer."

Well I'm sorry, but that's absurd. Why would a return be logged as a dispute? Every business on here will tell you that returns are common and there is no reason whatsoever that you should be logging them as a dispute. Furthermore, it puts us in a very difficult position because we have no idea what the buyer has said to Klarna. If Klarna are to intervene at all it should only be as a last resort. In my case I had a buyer who asked for a refund before the item had even been dispatched and you logged it as a dispute, another order rom the same buyer which we cancelled because of the first dispute (we didn't want to risk another dispute but she reported it AFTER we had cancelled the order and you logged it as a dispute anyway, and this third one.

This third one is a relatively high ticket item that the buyer has returned, falsely claiming it is faulty. we have rigorously tested and inspected the item and it is working perfectly. Despite this, from day one it has been logged as a dispute.

It is now 5 days since the buyer returned the item and we have since tried to contact the buyer. However, in a previous email, when we advised him that the item needed to be tested he replied stating that "we had no reason to contact him" and email are now being returned undelivered, indicating that he has blocked us. Why? Because, according to him, Klarna has ALREADY REFUNDED HIM. If that is the case he was refunded before we even received the item back from him.

His return is well past the window for unwanted purchase returns and there is nothing wrong with the item, as we suspected, so he is not entitled to a refund under the terms of the Consumer rights Act but it seems you've given him one anyway.

This order has NOT been cancelled because he is not entitled to a refund but we haven't even had the chance to put our case forward. According to the details on our Shopify dashboard. "The inquiry response has been submitted. The customer’s bank will receive the response on March 14, 2025 at 11:00 pm".

Where does this leave us? Because we are therefore still owed 100% of the payment. Sorry, but you cannot treat people this way. Retailers have rights too. You should not have taken ANY action without communicating with us first, you should absolutely not be making decisions based on nothing more than the fact that the buyer asked to return an item and we should not have to chase for a payment that has already been made then apparently taken away from us again, which is precisely what will happen when you finally get around the looking at this case on March 14.

Regardless of the outcome you should not be placing us in this position in the first place. There's no way I will be reintroducing Klarna if this is how you deal with returns, there is no need for you to intervene at all.

1stMobile.UK
イギリス
アプリの使用期間:4ヶ月
Klarnaが返信しました 2025年2月27日

Hello,

We regret that your implementation of Klarna has been frustrating and has not met your expectations.

You have left a review for the Klarna On-site messaging app. You can use this app to add messaging on your site that advertises Klarna as a payment option. This app is not the Klarna payment method, and only works if you have already enabled Klarna in your checkout.

To offer Klarna as a payment method in your checkout, you have two options. You can enable Klarna through our Shopify Platform integration, or through Shopify Payments. If you have enabled Klarna via Shopify Payments, returns registered by customers through the Klarna app will come through as disputes. You must respond to them via email to avoid the chargeback. Chargebacks will only occur if you do not respond, at which point Klarna will close the dispute in favor of the customer.

To clarify, customers are not required to report returns to Klarna, they must follow your return instructions. However, a customer can report a return to Klarna so that outstanding payments are paused until you have issued the return. If you cancelled an order through Shopify's order management system, you should not receive a chargeback.

Can you reach out to skosm@klarna.com so that we can work with you to resolve any outstanding issues? Hope to hear from you soon.

2025年2月15日

Schlimmste Installationserfahrung. Ich versuche seit einem Monat, es in meinem Shopify-Shop zu installieren, immer noch ohne Erfolg. Schreckliche Unterstützung. Tagelang vergehen, ohne zu antworten. Wenn sie antworten, scheinen sie nicht zu wissen, wie sie das Problem lösen sollen, indem sie verstreute Fragen stellen, um Zeit zu sparen. Nach einem Monat und nachdem ich alle Unterlagen eingereicht habe, habe ich die App immer noch nicht in meinem Shop installiert. Sie sind nicht ...

VacuumFit
ドイツ
アプリの使用期間:約1ヶ月
2025年1月7日

worst installation experience. I've been trying to install it on my Shopify store for a month, still without success. terrible assistance. Days go by without responding, when they do respond, they seem to not know how to resolve the issue by asking scattered questions to save time. After a month and after submitting all the documentation, I still havent the app installed in my store. They are not at all interested in solving the problem.

Gōkana Kimonos
ポルトガル
アプリの使用期間:約2ヶ月
Klarnaが返信しました 2025年1月15日

We’re glad to see that the app is now successfully installed and the placements look good on your website!

We truly regret that your initial experience did not meet expectations. Your comments are important to us, and we’re taking steps to ensure smoother and quicker resolutions in the future.

編集日:2025年1月31日

The app is not working. Don't lie to people. I have not been contacted by any support team.

The bad reviews are 100% real. This app simply doesn’t work, and the technical support is awful. I've been waiting over three weeks for a response, and still nothing. If I could give zero stars, I would.

Leah Ideas
アメリカ合衆国
アプリの使用期間:27日
Klarnaが返信しました 2025年1月31日

Hello! We apologize that your experience has been frustrating. We can see that the app is working on your product pages, as you have Klarna placements installed multiple times. We can also see that our merchant support team responded to you as of yesterday - we've asked them to loop us in so that we can resolve your concerns. Looking forward to connecting with you!

2025年2月26日

Usless app if you using it with shopify payments, you still need klarna account to show klarna message...

Shop By Júra
リトアニア
アプリの使用期間:4日
Klarnaが返信しました 2025年2月27日

Hello!

We regret to hear that you had trouble setting up the app - the expected behavior is that the app will connect even when you are using Klarna via Shopify Payments. Can you reach out to skosm@klarna.com for further assistance? Hope to resolve this with you ASAP.

2024年10月30日

Now that Shopify integrates directly with Klarna, https://help.shopify.com/en/manual/payments/shopify-payments/local-payment-methods/klarna , this app shouldn't require a Klarna account to be able to enable the on-site messaging on the product page. Without an account this is useless. :(
I have contacted merchant@klarna.com three days ago without an answer.

The Foalyard
イギリス
アプリの使用期間:4日
2024年11月22日

With shopify payment allowing to integrate Klarna payments, why can’t we have an account with it, to then actually use your service?
We have been providing all necessary information to create a merchant account to then being able to offer Klarna to customers, business is registered, business bank account provided, at least 14 days return policy applied on our website and policy, we have provided all ID’s, business info displayed on our website, what else do you want? Very sad because as customers of Klarna we find it very useful and impactful. Such a shame we can’t offer it to our customers

Fashiva
イギリス
アプリの使用期間:約2時間
Klarnaが返信しました 2024年11月26日

Hello! Sorry to hear that you are having trouble with your account. Please reach out to our merchant support at merchant@klarna.com for support on this topic. Once you have onboarded, we would then love to hear what you thought of this app!

2025年1月5日

Thought we'd be able to display this on our product pages after the Shopify integration. We thought wrong...

Canine Culture
イギリス
アプリの使用期間:2分
Klarnaが返信しました 2025年1月15日

We would love to help you resolve the issues you are facing adding the placement on your product pages. Please reach out to us on merchant@klarna.com so that we can help you complete the installation!

2025年2月28日

Wtf...i lose my time.

Glua
イタリア
2024年10月18日

Not user-friendly at all. It's not working.

Lauren Alleyne Jewelry
アメリカ合衆国
アプリの使用期間:24分
Klarnaが返信しました 2024年10月21日

Hello! We are sorry you are having difficulties with the app. We are happy to support you to resolve the problem and listen to any feedback you have, please contact us at merchant@klarna.com