I am filing a formal complaint regarding Klarna’s failure to assist with a disputed order and its refusal to escalate my case despite clear evidence of merchant misconduct.
Order Details:
• Order Number: UK7841
• Merchant: XGIMI Official Store UK
• Order Date: January 18, 2025
Issue:
• I placed an order using Klarna. Shortly after, I contacted the merchant to cancel the order, and they confirmed the cancellation in writing. However, I later received a shipping notification email, even though the tracking information from DPD indicates the item has not been shipped.
• Despite multiple attempts to resolve this with Klarna’s support team, including conversations with agents named Abhishek and Sonu, Klarna refused to escalate the issue or intervene, instead deflecting responsibility onto the merchant. This contradicts Klarna’s advertised buyer protection services.
Resolution Requested:
• Immediate escalation of this case to Klarna’s dispute resolution team.
• Intervention with the merchant to confirm the cancellation and ensure my refund is processed without further delay.
• A formal explanation of Klarna’s buyer protection policies and their application in cases of merchant misconduct.
Attachments:
• Chat transcript with the merchant confirming cancellation.
• Shipping notification email from the merchant.
• Tracking details showing the item has not been dispatched.
Claimed loss: £848.00
Desired outcome: Immediate refund and intervention to ensure the order is not shipped.
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here they are sending me shipment info instead of cancelling and refunding me.