Error handling - Klarna
  • 05 Oct 2023
  • 3 Minutes to read
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Error handling - Klarna

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Article summary

Here are some of the most common error messages one can get against Klarna

We were not able to recognize the list of articles in this order

If you are processing orders and receive the following error message when updating and activating orders: 

Error message

"There was an error communicating with klarna. The order was not marked as "shipped". Error message: We were not able to recognize the list of articles in this order. Please make sure that the article numbers match the order and try again."


Cause

The reason for this may be one of these:

  1. Products or variants without article number

  2. Products with variants that are missing article numbers

  3. Products or variants with the same article number

If the order contains products or variants in relation to points 1-3, it will be difficult to transfer the order, since Klarna uses the article number to identify products and variants.

Solution

The solution here will be to process these despite the error messages and activate these orders directly in Klarna Portal after they have been set to sent in the control panel.

It is important that products and variants have unique article numbers, both in relation to order processing against Klarna, when importing and exporting, when using Data Box and in relation to reports.

 You can read more about the use of article number her.


Capture not allowed - is expired

If you are processing orders and receive the following error message when updating and activating orders: 

Error message

CAPTURE_NOT_ALLOWED: Order 6c820ebf-3b7e-3ac2-b6eb-021cdf20e788 is expired. Capture not possible.  (#080a6f80-7824-4d01-8db5-0b2e3b6f0551)

Cause

"Is expired" means that the order has not been processed within the reservation period.
That is, this transaction is refunded to the customer.

Solution

Here there are two different outcomes based on whether it is paid by invoice or card.

  • Invoice: If the customer has paid by invoice, the payment can be renewed, please contact Klarna for renewal.

  • Card: If the customer has paid by card, the payment can NOT be renewed, here the order must be cancelled and the customer must be ordered again.


Capture not allowed - amount is too high

If you are processing orders and receive the following error message when updating and activating orders: 

Error message

CAPTURE_NOT_ALLOWED: Order 6c820ebf-3b7e-3ac2-b6eb-021cdf20e788 amount is too high. Capture not possible. (#080a6f80-7824-4d01-8db5-0b2e3b6f0551)

Cause

"Amount is too high" means that the order is most likely edited manually and the order amount of the order has been increased.
The error message itself means that the order amount in Mystore and Klarna does not match and you cannot charge the order via the control panel.

If the order has not been edited manually, please contact Mystore customer service.

NOTE: It is not possible to increase the order amount on orders paid with Klarna/Vipps or Mystore card payment.
This is a security for customers so that they cannot be charged more than they have approved.


Solution

  1.  Log in to the Klarna portal and see which products create the difference

  2. Edit the order in the Mystore control panel and remove any products that create the difference.

  3. Then try to process the order again, if there is still an error message, the transaction must be charged directly from the Klarna portal and the order can be processed despite the error messages.


Error editing: NOT ALLOWED: Update not allowed

If you are processing orders and receive the following error message when updating and activating orders: 

Error message

Error editing: NOT_ALLOWED: Update not allowed. (#55f5a161-bcb8-4470-8651-6da6ed7ee6e4) 

Cause

"Update not allowed" means that the order has most likely been manually edited and the order amount has been increased.
The error message itself means that the order amount in Mystore and Klarna does not match and you cannot charge the order via the control panel.
Solution

  1.  Log in to the Klarna portal and see which products create the difference

  2. Edit the order in the Mystore control panel and remove any products that create the difference.

  3. Then try to process the order again, if there is still an error message, the transaction must be charged directly from the Klarna portal and the order can be processed despite the error messages.


Difference against Klarna

With most of the orders in the online store, you do not experience this error.
However, on some orders/customers, the change may mean that Klarna can no longer vouch for the order.

The majority of cases of this error message occur when exchanging products in an order that has not been updated and activated against Klarna.

Reasons why the order is not approved:

  • Credit limit

  • Too old order

  • Communication errors

To correct the error, we recommend that you first try and correct the order manually in the Klarna merchant portal.

If you are unable to correct the error through klarna, you should cancel the order completely and ask the customer to resubmit the order through the online store.





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