When a customer inquires about a refund for a Klarna payment, please follow these steps to ensure you provide accurate information and guidance.

1. Inform the Customer of the Standard Timeline: First, please be aware that after a refund is initiated, it can take up to 14 days for Klarna to fully process it and for the balance to be updated on the customer's account.

2. Verify the Refund on Your End: Before responding, confirm that the transaction is marked as ‘Refunded’ in two places:

• Your Adyen Customer Area

• Your Klarna Merchant Portal

3. Guide the Customer: If the refund is confirmed in both portals, you have successfully completed all necessary actions from your side. The next steps involve Klarna and the customer directly. You should advise the customer of the following:

• Confirm that the refund has been fully processed on your end.
• Explain that due to privacy regulations (like GDPR), the payment agreement is strictly between them and Klarna. You do not have visibility into their Klarna account or the status of their refund transfer.
• If the 14-day window has not yet passed, ask them to please wait for the processing to complete.
• If it has been longer than 14 days, they must contact Klarna's support team directly for an update.

Feel free to share this Klarna article with them for further information: Klarna Customer Service - How long do refunds take?