Klarna Error messages

  • Resolved Phil94

    (@phil94)


    2 years ago

    Hello,

    I have a question about Klarna Pay Later. Sometimes if payments fail because Klarna doesn’t accept them, the customer is redirected to a payment page on my shop. That’s working fine. But there I would like to show the customer an error message, through which he can understand, what happened and why the payment failed.

    In the Mollie dashboard it says for example:
    “Payment was rejected by Klarna. The decision was made based on a risk assessment.”

    Is it possible to show that error message also in WooCommerce?
    I didn’t see any kind of error message in the Debug log.

    Thank you!

    Kind regards,
    Philipp

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    2 years ago

    Hi @phil94,

    As far as I am aware, we are not getting any detailed reports back from the Mollie API regarding why Klarna would decline a payment. But we will have a look into this and I will try to let you know when I have more information about what could be done in this regard.

    Kind regards,
    Niklas

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    1 year, 10 months ago

    If you get any rejected payments, you can reach out to the official Mollie support, but they are usually not in a position to provide detailed information about this either.
    So there is not much more information the plugin could present.
    If you have any further questions, please feel free to reopen this topic or create a new one.
    Thank you!

    Kind regards,
    Niklas

    Thread Starter Phil94

    (@phil94)

    1 year, 10 months ago

    @niklasinpsyde

    Hello Niklas,
    thanks for your reply.

    There is actually information the plugin could present.
    When an order fails, the customer gets an error at Mollie and is redirected to the shop. There it looks like “nothing happened” and the customer tries to start the order with “Pay later” again. Same thing happens and the customer churns.

    But when I look in my Mollie dashboard, I see the following:
    “Payment of type Pay later. has been rejected by Klarna. Decision is based on order and outcome of risk assessment”

    So I think it would be a great idea, to show the following error message at the checkout page, after the customer was redirected back to the shop:

    “Sorry, your payment has been rejected by Klarna based on a risk assessment. Therefore we are currently not able to provide you with Pay later. Please choose a different payment option. Thank you for your understanding”

    Or something like that.

    Maybe the option to be able to change the error message the customer receives, would be also a good idea.

    The reason I ask for this error message is, that the most customers I talked to, don’t understand why they cannot buy with Pay later because there is no error message in the shop. If I write them an email and explain to them the problem, the most customers accept that and choose another payment option.
    If this would be better communicated in the shop, I am quite sure the cancelled order rate would drop significantly.

    What do you think?

    Thank you!

    Kind regards,
    Philipp

    • This reply was modified 1 year, 10 months ago by Phil94.
Viewing 3 replies - 1 through 3 (of 3 total)
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