Background: Klarna to Kustom transition
Some merchants previously received invoices from Klarna, but they were never paid. These unpaid invoices still need to be collected—even though they originally came from Klarna.
In addition to unpaid Klarna invoices, other types such as disputes, negative balances, and fees from insufficient sales may also be covered under this transition.
What’s changed: collection processes and transition details
Kustom will now handle these un-paid invoices to collect the claim, and to handle reminders for these unpaid Klarna invoices.
Why you might see a paid status in klarna
Important to know about the invoice in the Klarna Portal:
Klarna may now show the invoice as "paid" in your Klarna portal, even if you haven't paid it yet.
This is because Kustom has already settled the outstanding amounts with Klarna as we have taken over the responsibility of the checkout.
Kustom did this for operational reasons and is now collecting the original invoice amount from you.
Summary: what you should know
Other invoice types related to disputes, fees, or balances might also be included, and merchants are advised to review their Kustom and Klarna portals for verification.
You're receiving the reminder from Kustom (not Klarna) because Kustom has taken over the responsibility for the checkout.
The reminder relates only to a one-time issue involving old Klarna-issued invoices that were never paid.
The reminder is valid even if the Klarna portal shows the invoice as paid—because Kustom paid Klarna on your behalf and is now collecting the same amount directly from you.
You can verify invoice details using the Klarna Merchant Portal for older transactions or Kustom’s Settlement Reports for post-transition activities.
Important information:
Change of Payment Details. Please note that Kustom AB is now the provider of the services, and not Klarna Bank AB. The bank details for payment have been updated, please use these to make this and any future payments to Kustom AB.
Bank details for payment can be found in the invoice.