• Resolved k3nsai

    (@k3nsai)


    I have run an ad campaign on Facebook advertising the new financing options on my site and in the last 10 hours there have been 8 out of 8 failed orders with Klarna, all with the new “payment rejected by klarna”.

    Thats a very bad start, causing us to loose around 35k in orders! Our plugin versions are the latest, with 1.9.0 for the payment plugin. All orders are in range from 1.5k to 5k so the odds of all the customers being rejected are slim to none.

    As this does not make sense and something is definitely wrong, even though Klarna says everything is ok on their side when we contacted them a couple of days ago for the first failed order, is there a way to check and make sure that things work fine, considering other users had such issues when updating the plugin and got it fixed with reverting it back to 1.8.2?

    This appears to be similar to this issue, same exact problem and Klarna support claims everything is fine on their side:
    https://wordpress.org/support/topic/orders-failed-with-klarna-payments-for-woocommerce-1-8-3/

    FWIW we have also downgraded to 1.8.2 and are now waiting for new orders to see how it goes. Truly, a very frustrating and dissapointing experience with Klarna non existing support for merchants (really klarna? 9-6 on weekdays and nothing on weekends for merchants?)

    What can be done about this? Klarna support opens on Monday and we are left with no support at the moment, although they said they are fine when we contacted them about our first order with a similar rejection message back in Tuesday! Everything is fine, they see no errors, their fraud systems blocked that order. What are the odds for 8 out of 8 failed orders?

    • This topic was modified 4 years, 9 months ago by k3nsai.
Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Author Kristi at Klarna

    (@klarna)

    Hi @k3nsai,
    In order to review your specific store’s order data, I need more information, at minimum your store URL or Klarna merchant id. (I know you have provided some of this information already to Krokedil and Klarna merchant support, but that information is not linked thru this GitHub system. I can check in with the other team during business hours, but I’m trying to help support you during this weekend.)

    With Woo Klarna Payments version 1.8.4, the plugin architecture was improved, as documented at: https://docs.krokedil.com/article/288-klarna-payments-faq#h-H2_1, but with that change, customer Pending Payment Woo orders that are rejected by Klarna’s risk assessment engine as not a good choice for Klarna financing, show as Pending Payment in Woo (whereas before those orders weren’t added in the Woo admin). This is not a bug, but working as designed.

    Thread Starter k3nsai

    (@k3nsai)

    Hi. Thank you for taking the time to check this outside of business hours. Is it safe to publicly post the merchant id?

    FYI we are now at 17 failed orders and counting!

    • This reply was modified 4 years, 9 months ago by k3nsai.
    Plugin Author Kristi at Klarna

    (@klarna)

    Hi @k3nsai,
    You should not post your full Klarna username (e.g. N100123_adskjlg), but just the merchant id would be sufficient for support purposes (e.g. N100123) or if you’d rather, I can review with just your store URL.

    (When you first submit a GitHub topic you can add the “Link to the page you need help with:”, and “This link will only be shown to logged-in users.” but it seems you didn’t fill that in for this issue.)

    Thread Starter k3nsai

    (@k3nsai)

    Id is N102992 thenk you

    Thread Starter k3nsai

    (@k3nsai)

    Sadly we now have hit 25 unique order and 5 repeating ones. All failures. Either something is very wrong with Klarna, or I have managed a statistical impossibility striking 30 failed orders in a row in 12 hours…

    Have you managed to find anything to explain this situation?

    Plugin Author Kristi at Klarna

    (@klarna)

    Hi @k3nsai
    I do see a successful, accepted Klarna order from today at timestamp: 2019-09-21T16:08:40Z (with KP:v1.9.0).

    Our logs show that the other orders are valid declines, but as you can understand, I can’t share specific decline reasons.

    Based on the data I’ve reviewed so far for today for your store, all is working well with the integration; I do not see a technical problem with your configuration or the Woo KP plugin. If you have more specific orders or issues that you would like reviewed, please share that data with Klarna merchant support (not on this public GitHub forum), and we can continue to support you.

    Thread Starter k3nsai

    (@k3nsai)

    I understand that the decline reasons are private, but do 30 declines in a row make sense for a service like yours? Forgive me but frankly 1 successful order does not make me feel better.
    The service is supposed to help not undermine my shop with such catastrophically failing rates.

    It looks rhat for Klarna 99% of my customers are from Pirate Island which I assure you is not true!

    Is it possible that you have a misconfiguration from your side in how you treat these orders seeing as these are high value orders and not low value ones? Do I have to contact someone somewhere in Klarna for anything that can fix this problem?

    Is it normal for 30+ orders to be declined? That’s an abysmal approval rate, 1 in 30!

    Are our customers doing something wrong (not fraud, but typos or misplaced info or bad addresses on orders that have different billing and shipping addresses?

    I am not asking for specifics but I need to know if there is something that I can tell them that can be fixed from their side or this is totally out of my and my clients control?

    If this keeps going like this then the approval rate for your financing would be around 1 to 2%!

    Hardly worth the effort and honestly this has nothing to do with what the sales rep claimed when she was pitching the service, like good approval rates, even low credit approved and other such fantasies.

    This can’t be right…the numbers I am seeing honestly make no sense at all…
    My apologies for the long reply, but honestly this has been a very frustrating experience so far. Thank you though for taking the time to check and get back to me

    • This reply was modified 4 years, 9 months ago by k3nsai.
    Thread Starter k3nsai

    (@k3nsai)

    Fyi some pending orders don’t have any failure notice or rejection notice. Nothing at all just pending for hours. Example woo order id 4641, 4639, 4627, 4623,

    Plugin Author Kristi at Klarna

    (@klarna)

    Your store’s current acceptance rate is not consistent with other stores, but as data doesn’t currently indicate an issue with the Woo KP plugin, this issue is best worked via Klarna Merchant Support rather than this public forum, and I will thus mark this topic as closed. Can you please open a Klarna support case for this, which you can do from: https://www.klarna.com/us/business/merchant-support-mail-form/

    Plugin Author Kristi at Klarna

    (@klarna)

    Closing per above.

    Thread Starter k3nsai

    (@k3nsai)

    Klarna Merchant Support form does not work. It simply throws an ERROR notice (and nothing else) in 3 different devices and browsers when I press submit. Do you have an email where I can contact them directly?

Viewing 11 replies - 1 through 11 (of 11 total)
  • The topic ‘8 out of 8 orders in 24 hours have failed with version 1.9.0!’ is closed to new replies.