Troubleshooting Klarna

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

Error Message: "There was an error communicating with Klarna. The order was not marked as 'sent'. 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."

Reason:

• Products or variants without an article number
• Products with variants that lack an article number
• Products or variants with the same article number

If the order contains products or variants according to the points above, there will be a problem transferring the order, as Klarna uses article numbers to identify products and variants.

Solution:

The solution here is to process these despite the error messages and activate these orders directly in the 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 with Klarna, during import and export, when using Datakasse (POS system), and in reports.

You can read more about the use of article numbers here.

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

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

Reason:

"Is expired" means that the order has not been processed within the reservation time.

This means that this transaction has been refunded to the customer.

Solution:

Here are two different outcomes based on whether payment was made by invoice or card:

• Invoice: If the customer paid by invoice, the payment can be renewed. Contact Klarna for renewal.
• Card: If the customer paid by card, the payment cannot be renewed. Here, the order must be canceled, and the customer must place the order again.

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

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

Reason:

"Amount is too high" means that the order has most likely been edited manually, and the order amount has been increased.

The error message itself means that the order amount in Mystore and Klarna do 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 measure 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 are causing the difference.
2. Edit the order in the Mystore control panel and remove any products that are causing the difference.
3. Then try to process the order again. If you still receive an error message, the transaction must be charged directly from the Klarna portal, and the order can be processed despite the error messages.

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

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

Reason:

"Update not allowed" means that the order has most likely been edited manually, and the order amount has been increased.

The error message itself means that the order amount in Mystore and Klarna do not match, and you cannot charge the order via the control panel.

Solution:

1. Log in to the Klarna portal and see which products are causing the difference.
2. Edit the order in the Mystore control panel and remove any products that are causing the difference.
3. Then try to process the order again. If you still receive an error message, the transaction must be charged directly from the Klarna portal, and the order can be processed despite the error messages.

With most orders in the online store, you will not experience this error.

However, for some orders/customers, the change may result in Klarna no longer being able to approve the order.

Most cases of this error message occur when you change products in an order that has not been updated and activated with Klarna.

Reasons why the order is not approved:

• Credit limit
• Order too old
• Communication error

To correct the error, we recommend that you first try to 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 submit the order again through the online store.