Use this article to identify a legacy Klarna order and refund the customer yourself, now that refunds on these orders are no longer possible through the Klarna Merchant Portal or Klarna's API.
A legacy Klarna order is an order that was placed through Klarna before your store moved to Kustom. Since September 15, 2026, merchants operating through Kustom no longer have access to the Klarna Merchant Portal or Klarna's API. Read more in End of access to the Klarna Merchant Portal.
How to identify a legacy Klarna order
Search for the order in the Kustom Portal to find out which refund process applies:
The order is in the Kustom Portal. It is a Kustom order, placed after your move to Kustom. Refund it as normal in the Kustom Portal. See Refund order.
The order is not in the Kustom Portal but is in your own systems. It is most likely a legacy Klarna order, placed before your move to Kustom. You cannot refund it through the original payment, so you need to reimburse the customer yourself using the steps below.
How to refund a legacy Klarna order
The original Klarna payment can no longer be refunded, so you reimburse the customer outside the checkout flow:
Find the order in your own systems, such as your e-commerce platform or ERP.
Issue a credit note if your accounting requires it.
Reimburse the customer using a payment method you choose, for example a bank transfer.
Confirm to the customer that the refund has been sent.
Important: always communicate before you act
The most common problem with refunds on legacy Klarna orders is not the refund itself. It is the silence between the customer's request and the money arriving. If a customer hears nothing after asking for a refund, they assume something has gone wrong.
As soon as you receive a refund request for a legacy Klarna order:
Acknowledge it and confirm that you are processing it.
Tell the customer how and when they will receive the money.
Send a confirmation once the refund has been sent.
Customers who are kept informed rarely escalate. Customers who are left waiting often do.
This article is provided for general information only and does not constitute legal, tax, accounting or financial advice. You are solely responsible for deciding how to process any reimbursement, ensuring it complies with applicable laws and regulations, and for any outcomes resulting from that process.