Recently, a whole series of fraudulent actors have appeared, trying to make a quick buck by tricking e-commerce consumers into buying. They attract with attractive prices, professional websites and well-known payment partners.
But once the consumer has placed their order, everything goes wrong. Many times no goods are sent at all, but if they do, they do not match the product descriptions, or have major flaws in quality. Then contacting the seller for a return and the money back is almost entirely impossible.
Common to several of these scam sites is that they used Klarna as a payment provider in the checkout. This can be seen not least in the cases at the complaints board, ARN, something that Dagens Industri drew attention to.
We had 153 cases against Klarna in 2022. Last year, the same figure was 871. So far this year, we have 260 cases directed at Klarna, says Marcus Isgren, chairman of ARN, to the newspaper.
This means that you really stand out in the statistics. One of the closest competitors, Qliro, had 13 cases against it.
This has caused the Swedish Consumer Agency to turn a blind eye. And according to Di, the authority is considering legal action against Klarna. This as it is considered that the payment giant may have misled consumers about their rights.
It is extremely serious when a large credit provider like Klarna does not observe the right of objection, says Gabriella Fenger-Krog, head of unit at the Swedish Consumer Agency.
The right of objection means that the consumer can make similar demands on the creditor as on the seller.
“Can only regret”
Klarna themselves also admit that they have not done the right thing for themselves. But also that you carry out regular checks and act if you discover that a merchant does not meet the requirements such as Klarna the place.
We can only regret that we have not lived up to that standard on these occasions. The consumer’s right of objection applies and we at Klarna must try cases and make decisions without referring to ARN, says Joel Hedin, press officer for Klarna, to the newspaper.
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