Unwanted automatically activation of Klarna

  • Resolved Dave Loodts

    (@davelo)


    6 days, 9 hours ago

    Hi, today we were very surprised to see that Mollie automatically activated the Klarna payment method on the majority of our client shops.
    Mollie sended our clients also a mail that the client’s request for Klarna has been approved. That is a false statement as our clients did not placed that request.

    I checked in my WordPress network if there are other cases; and they are.

    It’s very worrying that Mollie activates payment methods without consent.
    For example Klarna has a 3% commission; so it directly impacts the margins of our client stores.

    I haven’t seen any valid explanation why Mollie did this. So, therefore i am here.
    And i also want a real confirmation that this won’t happen ever again.

Viewing 7 replies - 1 through 7 (of 7 total)

  • 100% correct. I got the email from two of my clients as well. I simply said and recommended not to activate KLARNA but now Mollie actively ACTIVATED it on their behalf on their shop. Whaaaaat?

    I just mailed [email protected] too because this is really a no-go. I’ve been recommending Mollie for years now. This is a big mistake!

    Thread Starter Dave Loodts

    (@davelo)

    To make this issue transparent for everyone; we had reply for the Complaints team of Klarna:

    ****
    This activation is intended to broaden the payment options for your customers and increase your conversion rate by offering consumers flexible and attractive payment methods. However, activating the payment method in Mollie does not make this payment method visible in your Mollie Dashboard, as this needs to be activated from within your organisation in your webshop itself.

    According to our User Agreement, article 3.2, Mollie may automatically activate payment methods for your organisation. However, we will always inform you by email for this purpose. Furthermore, you can disable the payment method yourself at any time in your Mollie Dashboard. To do so, click on your company name > Organisation settings > Profiles > Online payment methods.
    ****

    First of all: we can confirm Klarna was visible on the front-end in the checkout. It was forced by Mollie. And we got confirmation from other cases in the WordPress community.

    This reply of Mollie is very worrying.
    So, Mollie has the right to activate payment methods without any consent.
    I must say: this is absolutely a no-go for us.
    It’s only up to the owner of the shop and it’s responsible CTO-team to do this.
    If Mollie really thinks this is normal, we lose trust and plan to actively switch our customers to another payment provider as our role of technical maintainer can’t monitor this in a good way.

    We have already 3 times deactivate Klarna but Mollie keep activate it.

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi folks

    Thank you for reaching out and sharing your concerns regarding the recent Klarna activation. We want to address this directly and provide clarity on what happened.
    Recently, Mollie informed a subset of their customers about a promotional Klarna rate and activated this payment method on their Mollie profiles. Typically, further action in the Mollie plugin is required for Klarna to appear on a website. However, due to a technical error, Klarna was unintentionally enabled on some websites.
    This was not the intention, and we sincerely apologize for the inconvenience caused. To address this, Mollie has:

    • Deactivated Klarna on all affected accounts.
    • Provided guidance on managing any impacted orders.
    • Initiated a thorough investigation to ensure this does not happen again.

    We apologize for any inconvenience caused and are actively investigating this incident. We recommend reaching out to the Mollie Support Team directly if any doubts remain, e.g. in case the payment method keeps re-enabling in your Mollie profile which is not a behavior we have been able to observe.

    If you wish to re-enable the payment method and access the promotional rate please do so by following the steps outlined in this help centre article. If you wish to capture, cancel or refund any orders processed via Klarna, you can do so in your Mollie merchant dashboard or in WooCommerce directly, details?here.

    Kind regards,
    Niklas

    @niklasinpsyde When did you deactivate it on the accounts? I still see it activated on the sites I’ve checked.

    It looks like the deactivation process is still running, because it was just removed from one of the sites. In that case it’s not visible anymore in WooCommerce and als removed from the frontend. As son as this process has ended I hope it’s solved for all the accounts that were involved.

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi everyone,

    I wanted to provide an update on the deactivation of Klarna for all affected accounts. After checking with the team, we’ve learned that the process is taking a bit longer than expected. We anticipate that the deactivation should be completed within the next 90 minutes from the time of this post.

    In the meantime, if you’d like to disable Klarna immediately, you can do so manually either from the Mollie dashboard or the Payments tab in the WooCommerce settings.

    We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve this issue promptly.

    Kind regards,
    Niklas

Viewing 7 replies - 1 through 7 (of 7 total)
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