When a customer pays with Klarna through the Paytrail service, they may receive payment confirmations from both Klarna and Paytrail. This happens because Klarna and Paytrail both send confirmations related to the same Klarna payment. Receiving two confirmations does not mean that the customer was charged twice.
Why are two confirmations sent?
Klarna and Paytrail are both involved in the same Klarna payment, but they handle different parts of the payment process.
- Klarna confirms that an order was placed, the payment method used, and provides the customer with payment details, such as the invoice or payment schedule.
- Paytrail sends a payment confirmation showing that the payment was processed successfully in the checkout.Because both services send confirmations related to the same payment, customers may receive messages from both Klarna and Paytrail.
What should you tell customers?
If a customer contacts you because they received two confirmations, explain that this is normal when paying with Klarna through Paytrail. The confirmations refer to the same payment and do not indicate duplicate charges.
Customers may receive one confirmation from Klarna and another from Paytrail for the same payment.
When should the situation be checked?
If a customer believes they were charged twice, first check the order details in your e-commerce platform or order management system to confirm whether more than one order or payment was created.
If you identify an issue or need help investigating a payment, please contact our customer service team.