Contacts
Who is the first point of contact when the customers contact Klarna?
Customer Service (CS) 1st lines (outsourcing partners)
What is the maximum amount for a One Time Card (OTC)?
$1,000
Name 3 'Goods' category types
Returns, goods not received, faulty or damaged goods
What actions should you take to ensure that customer data stays safe? (2 correct answers)
Lock your computer, and never store customer data in your personal files.
The merchant wonders how to register a return, who can help them?
Merchant Services (MS) 1st line
What are the two ways a customer can create a One Time Card (OTC)?
In the Klarna app or using a Browser Extension
True or False: You should escalate a returns dispute to second line
False
Why can we only release information to authorized individuals?
It’s a legal requirement for financial institutions such as Klarna.
If a customer wants to know the shipping status of an order what should they do?
Contact the store (or in the Klarna App if Gmail is connected)
What is a One Time Card?
A One Time Card is a single-use prepaid card associated with the Klarna Shopping App.
What are invalid reasons for disputing an invoice?
Dispute without giving a reason, Not reading/understanding the terms and conditions, Religious reasons
You have started working on a customer case and suddenly realize that the customer is in fact someone you knew back in school. How should you proceed?
(Transfer) Let a colleague take over the case.
A customer contacts us about an order that they did not place. They are concerned about paying for something that they did not order. They were able to be identified. What can you do for this customer?
Tell the customer to log into the app and report a problem and choose the identity theft option.
If a customer asks about shopping in store with Sephora, how should we advise the customer?
Go into the Klarna app and find Sephora. Choose to shop in store. Create the One Time Card for the total and add it to your phone's digital wallet and tap to pay.
What are slack days?
The days between the due date and the day on which we send a reminder to the customer
All US merchants accept One Time Cards
False
When the customer you are in contact with seems suspicious, as a first step you should always...
Confirm further identification points.
How many active One Time Cards can a consumer have at a time?
There is currently no limit to how many active One Time Cards a customer can have at one time.
A customer wants to know why their Financing application was declined. What should you tell them?
Advise them that the decision is automatically made and they can review the email sent by Klarna for details.
What does a customer have to do when they want to activate H&M x Klarna?
The customer has to download the H&M app and sign up for H&M club