My customer hasn't received their Klarna refund
You've processed a return or refund in your Mollie Dashboard, but your customer is reporting they haven't received the money back. This is a common point of confusion and is related to how the Klarna payment flow works.
How the Klarna payment and refund flow works
Unlike a standard card or bank transfer payment, Klarna acts as an intermediary between your customer and Mollie. Money does not flow directly between your customer and your account — it passes through Klarna.
When a customer pays
- Klarna collects the payment from your customer (or issues them a deferred invoice).
- Klarna pays Mollie on the customer's behalf.
- Mollie pays out the funds to you, the merchant.
When you process a refund
The chain works in reverse:
- You initiate the refund in your Mollie Dashboard or via the API.
- Mollie sends the refund amount back to Klarna.
- Klarna credits your customer — either by cancelling or reducing their invoice, or by returning the funds to their original payment method.
The refund does not go directly from Mollie to your customer's bank account. Once Mollie has sent the refund to Klarna, it is Klarna's responsibility to credit your customer.
What to check if your customer hasn't received the refund
1. Confirm the refund was processed in Mollie
In your Mollie Dashboard, find the original order and verify that the refund status shows as Refunded. If the status is still Pending or Queued, the refund has not yet been sent to Klarna.
2. Allow time for Klarna to process
Once Mollie has sent the refund to Klarna, it can take up to 5 business days for Klarna to credit your customer. Your customer may receive a notification from Klarna directly once this is processed.
3. Ask your customer to check their Klarna app or account
Klarna will update the customer's balance or invoice in their Klarna account before the funds appear in their bank account. Ask your customer to:
- Open the Klarna app and check their order history for a refund confirmation.
- Check whether their outstanding Klarna invoice has been reduced or cancelled.
- Check for a notification email from Klarna confirming the refund.
4. If the refund still hasn't arrived after 5 business days
If the refund status in Mollie shows Refunded but your customer still hasn't received the credit after 5 business days, your customer should contact Klarna Support directly. Klarna is responsible for the final step of crediting the customer, and they can investigate on their end.
Your customer can reach Klarna via the Klarna app or at klarna.com/customer-service.
Still need help?
If the refund status in Mollie does not show as Refunded, or you need further assistance, contact Mollie Support. Please include the order ID and the refund ID from your Mollie Dashboard so we can investigate quickly.