How to identify a legacy Klarna order
Use where the order is visible to determine which refund flow applies:
Order found in the Kustom Portal = Kustom order (post-migration). Process the refund as normal in Kustom.
Order found in the Klarna Merchant Portal = legacy Klarna order (pre-migration). You can’t refund it through the payment rails — reimburse the shopper outside the checkout flow (see steps below).
How to issue a refund on a legacy Klarna order
Since the original payment rails are no longer active, refunds for these orders are not supported through the Klarna Merchant Portal or Klarna's API. Locate the order in your own systems, issue a credit note if applicable, reimburse the shopper using your chosen method and payment route, and confirm with the shopper once it has been processed.
Important: always communicate before you act
The most common issue with out-of-rails refunds is not the refund itself — it is the silence between the shopper's request and the money arriving. If a shopper hears nothing after requesting a refund, they will assume something has gone wrong.
As soon as a refund request comes in for a legacy Klarna order:
Acknowledge it and confirm you are processing it
Tell the shopper how they will receive the money and when
Send a confirmation once it has been issued
Shoppers who are kept informed do not escalate. Shoppers left waiting 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.