What happens to commissions when creator-driven orders are returned?
It may happen that some of the orders converted by our creators are fully or partially returned. In order to make sure that any changes to orders and commissions are reflected on the Klarna Creator Platform, you have the option to report your returned orders to us.
How can I report our returns to the Klarna Creator Platform?
To report your returns at the Klarna Creator Platform, please send a sheet with your returns for a given period to our dedicated email address: kcp-returns@klarna.com. For visibility, it is a good idea that you CC your account manager in the email.
Klarna Creator Platform will identify any orders generated by our creators by matching the Order IDs on the sheet to the Order IDs registered in our tracking system.
Since this process is automated on our end, we have some requirements for returns sheets that are submitted to us. Please find the requirements below.
FORMAT REQUIREMENTS
A return sheet should have two columns
Column 1: Order Id
Column 2: Updated Order Value.
Order Id — This must be the same order ID that is sent to us via our tracking script. If you use Shopify and have installed our tracking script via our app, please note that the correct Order ID is the “internal ordernrserie” consisting of 13 digits.
Updated Order Value — This will be the new order value we give to the order in our system, so this should be the original amount - value of returned items. (EG. if the original order value was 2000 and 1500 worth of items were returned, this column should hold the value of 500.
Make sure you only include the Order ID and the Updated Order Value columns. If there are any additional columns in the sheet, our system will not be able to register and update the reported returns.
The Updated Order Values should be formatted as numerical values. Please ensure the following:
Order values should not have any spaces when values reach a thousand or above.
Decimal values cannot be denoted with a comma "," — these need to either be removed or exchanged for a full stop "."
The file type of your sheet should be .XLSX
ELIGIBILITY NOTICE
We can only amend values on orders/ earnings which have not yet been confirmed. We therefore maintain a cut-off date of maximum 40 days for returns to be submitted to the Klarna Creator Platform (calculated from the original order date). Any reported returns on orders older than 40 days will not be amended.
To ensure a smooth flow for your return reports, we recommend that you send us a sheet with returns every 2 weeks.
GOOD TO KNOW
Returns on orders which have not yet been included on a previous invoice will be accounted for on the debit amount of the next invoice. Returns on orders which have previously been invoiced will be accounted for through an accreditation on the next invoice.
The Klarna Creator Platform generates invoices on the 1st of every month, however invoices are not sent out until a few days later. Depending on when a return sheet is submitted to the Klarna Creator Platform, it can take an additional invoice cycle for an amendment to be accounted for.
If you have any additional questions about returns reporting, please seek council from your account manager at the Klarna Creator Platform or send an email to kcp-returns@klarna.com
EXAMPLE OF A CORRECTLY FORMATTED RETURNS SHEET
