Support » Plugin: Klarna Payments for WooCommerce » orders not being created / payment nevertheless made

  • Resolved nickfarelli

    (@nickfarelli)


    Hello.

    We are using Pay Now with this Klarna plugin on our website. Also we’re using the Klarna Order Management Plugin.

    When activated some months ago, there were no problems at all.
    After a month, we had the following problem:

    The customer goes to the checkout and chooses Klarna as payment method (SEPA and SOFORT available).

    Then the customer pays. The payment works (money gets debited from his account the same day, customer receives payment e-mail from Klarna)
    Now comes the problem: NO ORDER IS CREATED!
    Means, Klarna takes the money off the bank account from our customer, but we don’t receive any order in Woocommerce.

    But not only that: The order doesn’t even appear in our Klarna merchant center! It just doesn’t exist.

    So what is happening now: Customer paid. No order. We can’t send the customer the goods, because we don’t receive any payment.

    We contacted Klarna Support multiple times about this problem. Sorry to say, but all we hear is lies: The payment will reach us within a maximum of three days, etc. etc.

    This never happened.

    So we turned Klarna Plugin off. Some weeks ago we turned it on again to try again.
    Same story: Some weeks no problems, then again complaints from multiple customers who paid but can’t receive their goods, as we never got the payment and there aren’t any records about it in Klarna merchant center, also not in woocommerce.

    The problem is also, that even Klarna doesn’t even know how to handle this. The customers reported us that they had to pay for an investigation from their bank to find out where the money has gone. After 8 weeks (!) they received their money back. Klarna didn’t do nothing to send the money back to then or find out what is the problem.

    So my question is: How to avoid this? Who to contact? What could be the problem?
    We never have such problems with any other payment plugins activated right now (PayPal, Stripe). We do about ~1000 orders per month.

    you can image how the customers react. they’re extremly, because their money is just gone and they have to invest a lot of time to find out how to become it back.

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    The page I need help with: [log in to see the link]

Viewing 1 replies (of 1 total)
  • Plugin Contributor Krokedil

    (@krokedil)

    Hi,

    I’m sorry to hear that you are experiencing this issue.

    Please get in touch with us at support@krokedil.com and we will help you investigate what is causing the problem.

    Kind regards,
    /Niklas, Krokedil

Viewing 1 replies (of 1 total)
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