This guide outlines the steps and best practices for documenting Klarna’s Payment Services and shopping solutions for your Partners. It explains Klarna’s customer journey, the benefits for Partners and customers, and the integration process. Whether you're new to Klarna or updating existing documentation, this guide offers clear, actionable steps to help you communicate Klarna’s services effectively.

When introducing Klarna, provide a clear guide that Partners can use to explain Klarna’s payment services and shopping solutions to their customers. Show how Partners can integrate Klarna into their apps and physical locations and how Klarna helps expand reach and increase conversions through a unified payment solution.

Start with a succinct overview of Klarna and its benefits for retailers and customers. Use Klarna’s pre-approved messaging below to maintain clarity and prevent misinterpretation of our vision, mission, products, and terms.

When promoting Klarna, focus on the value Klarna brings to Partners and their customers. Klarna’s payment solutions enhance the shopping experience and support business growth. Use the following pre-approved messaging to highlight how Klarna increases conversion rates, builds customer loyalty, and drives repeat purchases.

• Maximize sales
• Save costs
• Reach new customers

Encourage your Partners to use this messaging to clearly articulate the value Klarna brings to their end customers, enhancing customer satisfaction and driving conversions.

When introducing Klarna to your Partners, encourage them to emphasize the convenience and ease of use that Klarna's payment options provide to their customers. Focus on how Klarna enhances the shopping experience with flexible payment plans, transparent terms, and a user-friendly process. Use pre-approved messaging to help your Partners communicate these benefits to their end customers.

• Save time
• Save money
• Stay in control of your finances

Encourage your Partners to use this messaging to clearly articulate the value Klarna brings to their end customers, enhancing customer satisfaction and driving conversions.

It’s important to educate your Partners with a clear overview of the steps customers will take when using Klarna. This ensures Partners understand the flexible and simple customer journey during Klarna's checkout process. Here’s an outline of the steps customers will follow when using Klarna:

1. Klarna pre-purchase flow: Address the needs and requests of customers early in the shopping journey via Klarna’s conversion boosters On-site messaging, Klarna Express Checkout and Sign-in with Klarna.
2. Select Klarna at checkout: While shopping online, customers choose Klarna as their preferred payment option at the checkout.
3. Choose a payment method: Klarna offers several flexible payment options.
4. Complete the purchase: Illustrate the simplicity of completing a purchase with Klarna, emphasizing minimal input requirements by showing how customers enter the required details and confirm their order. Klarna may run a soft credit check for certain payment plans.
5. Receive goods and invoice: Explain how Klarna provides support once the order is confirmed. Customers receive their purchased items along with an invoice, depending on the payment method chosen.
6. Manage payments: Show how customers can track their purchases, review payment installment plans, and make payments accordingly through the Klarna app or website.

After introducing your Partners to Klarna, provide detailed guidance on how to integrate Klarna into their online stores. A complete technical integration guide includes several key elements, such as availability, fulfilling Partner requirements, addressing edge cases, and managing more complex solutions.

It's essential to clearly communicate the availability of Klarna's Payment Services and shopping solutions through your platform. This step involves detailing the specific aspects of service availability, including geographical reach, technical requirements, and any variations in service options based on Partner or consumer locations.

Keep it simple, leveraging product matrices or interactive pages to not overwhelm Partners. Outline the key elements:

• Geographical coverage: Provide a comprehensive list of Acquiring and Issuing Markets where Klarna's services are available through your platform.
• Product coverage:  Outline any requirements for providing Klarna inherent to your integration, including specific platform or version compatibility, or any other system requirements.

Explain the different integration methods available for Klarna, such as:

• API integration: For Partners with custom-built e-commerce platforms, provide guidelines on integrating Klarna directly through your API. As this generally affords the Partner more control over presentation, it’s especially important to educate these Partners on presentation of Klarna and Klarna branding.
• Platform plugins: Detail the availability of any pre-built plugins for popular e-commerce platforms (e.g., Shopify, WooCommerce, Magento) that simplify the integration process. Ensure Klarna is presented according to best practices through these plugins.
• Mobile SDK: If Klarna’s Mobile SDK is already built into your mobile solution, let your partners know. If it’s not, explain the requirement for them to integrate Klarna’s Mobile SDK. Provide clear steps to ensure a successful integration, following Klarna’s best practices.
• Physical stores: Provide detailed guidance for Partners on how to enable and implement Klarna in your in-store solutions within their locations.
• Other paths to enabling Klarna: Detail your other products, components, SDKs, and payment method integrations to ensure you’ve clearly explained how to enable Klarna for all partners.

Provide Partners with a link to Klarna-owned platform content at Klarna Docs - Platform integrations.

Provide a comprehensive, step-by-step guide for integrating Klarna:

1. Create a Klarna account: Direct your Partners through integrating Klarna by detailing the steps within your ecosystem, including how your resources—such as brand information and customer support channels—will be utilized by Klarna.
2. Access Klarna’s Partner portal: Guide them on how to log in to the Klarna’s Portal and access necessary integration tools and documentation. More information in Grant access to Klarna's Partner Portal.
3. Configure integration settings: Explain in the context of your integration settings, including API keys, branding options, conversation boosters, disputes, settlements and more.
4. Install and configure plugins: If applicable, provide instructions for installing and configuring Klarna plugins on their e-commerce platform.
5. Testing the integration: Detail how to conduct sandbox testing to ensure the integration works correctly before going live. Sample test cases are available under Test cases.
6. Go-live: Provide steps for transitioning from the sandbox environment to the live environment.
7. Post go-live: Clarify how to get support and further optimize Partner integrations.

Ensure any technical requirements specific to Klarna within your integration are included within your broader technical documentation. Especially important is listing supported integrations, linking to relevant API documentation, and providing guidance to ensure Partners provide a secure and safe solution to their customers.

Explain how Partners can optimize and customize the Klarna customer experience, matching their own brand. Access Klarna's marketing tools, which includes a variety of helpful resources and assets to enhance Partner’s integration. In the marketing tools, you'll find:

• Logo lock-ups and Klarna badges: downloadable assets for use in website banners, badges, and branding.
• Pre-approved Klarna messaging: ready-made informational and promotional content that Partners can feature on their websites or in-store.
• Social media kits: ready-to-use materials for quick and easy promotion of Klarna integration on social media platforms.

Additionally, Acquiring Partners should provide the following, but not limited, marketing materials to Partners:

• Partner assets: detailed guidance on the information required to display their brand within the Klarna ecosystem and instructions on how they can update these assets through their integration.
• Email templates: pre-designed email templates for announcing Klarna to existing customers, making communication simple and consistent.

Klarna offers several non-payment, conversion boosting solutions to Partners, including:

• Express checkout
• On-site messaging
• Sign in with Klarna

To enable these features, Partners must have access to the Partner portal. Technical information on how to implement this is outlined in the Interoperability section. From a user experience perspective, approved entry points must:

• Include a prominent promotional banner highlighting the value propositions of conversion boosters and including up-to-date Klarna branding.
• Feature a clear call to action for redirection to the Partner portal.

Branding assets and materials are available within Klarna’s Brand Guidelines. Where possible, restrict the promotional banner to Partners who have previously completed a transaction with Klarna. The presentation of the entry point must be agreed upon and signed off by Klarna to ensure a mutually advantageous customer experience within your portal.

Great features found in the above example:

• The Klarna pink badge is prominently displayed on the banner.
• A brief description of Klarna is included.
• Trackable Call-to-Action (CTA) links directly to the Klarna portal or another relevant Klarna-hosted page.
• All banners have been submitted to Klarna for approval prior to publication.

Compile a list of frequently asked questions that Partners might receive from their customers regarding Klarna, and provide clear, concise answers. This resource will help Partners confidently address consumer inquiries and reduce hesitation in the checkout process.

By providing a detailed and Partner-focused introduction to Klarna, you empower them to effectively communicate the advantages to their end consumers, fostering a better understanding and increasing the likelihood of adoption. This approach not only enhances the customer's experience but also supports the Partner's business growth through improved customer satisfaction and sales.

Supply Partners with educational materials such as tutorials, infographics, or videos that they can use to educate their customers about using Klarna. These resources should be clear, engaging, and easy to distribute, ideally suited for integration into various consumer touchpoints such as product pages, FAQs, or checkout sections of your documentation.

Include testimonials and case studies from other Partners who have successfully integrated Klarna. These real-world examples can help build credibility and illustrate the potential business benefits, such as increased conversion rates and average order values.

Encourage your Partners to adopt Klarna by presenting a clear call to action. Clearly link to resources where they can sign up for or request more information about the Klarna integration.

More information on how to present Klarna to end customers is available within the appropriate checkout sections, however it is required that you drive Partners to present Klarna in line with the steps outlined below.

• Educate: drive Partner to inform customers of the availability of Klarna with informational resources, and ensure Klarna’s brand and logo are present wherever payment is discussed or payment information is displayed. Linking out to Klarna-managed resources like the below may be helpful in minimizing maintenance:
  
  • Klarna Docs - Payment methods availability
  
  • Klarna Docs - Brand guidelines
  
  • Klarna Docs - User experience
  

• Klarna conversion boosters : Partners should leverage Klarna’s conversion boosters for online purchases only wherever equivalent customer flows are available. Provide a summary of the benefit of these features and link out to the resources provided below.

• Klarna’s media offering: a performance-based media mix that puts Partners in front of customers at the point of purchase on various Klarna channels, leveraging rich profile information for better attribution. Read more about Klarna’s marketing solutions here.

• Complete the purchase: educate Partners on when goods should be captured or adjusted. Capture should be triggered when the order is being fulfilled, ensuring the best possible customer experience and fulfilling requirements outlined in Klarna Network Rules. If goods are shipped, encourage the inclusion of tracking data to manage customer expectations and improve satisfaction.
• Post purchase: drive Partners to act promptly to action refunds or disputes to maximize customer satisfaction.

To ensure a seamless experience for integrated Partners, it is essential that interoperability is documented in a clear and consistent manner. This involves providing Partners with the necessary tools and information to leverage Klarna’s services effectively through your platform.

It’s a must to ensure that interoperability features are accessible to all integrated Partners. This includes

• Enabling the correct fields to be sent to Klarna through your platform and documenting the process thoroughly for Partners.

Proper documentation ensures that Partners understand how to use Klarna’s functionality in a way that aligns with both Klarna and your requirements. While key fields and requirements of interoperability are outlined in the Interoperability section, the method of exposing these tools to your Partners will be unique to your integration. Ensure you provide clear mapping and documentation around these parameters and methods so Partners can fully exploit the benefits of interoperability.

Include a section in your documentation explaining the value of Supplementary Purchase Data (SPD). Drive Partners who operate in high-risk verticals to Klarna’s resources on leveraging SPD to improve conversion and reduce fraud risks.

SPD refers to additional data which can be provided to Klarna either directly from Partners or through their existing Acquiring Partner relationship to ensure a fuller understanding of the transaction. In cases where the additional information may be presented via your existing integration, this should be provisioned to Klarna directly.

Educate Partners on the benefits of providing SPD. More detailed information about SPD—including requirements, examples, and technical specifications—can be found in the Interoperability section. This resource outlines how to structure and transmit the necessary data for smooth interoperability, helping Partners leverage Klarna’s payment solutions effectively.

The material you create must be reviewed by Klarna. Please reach out to your dedicated Klarna team for assistance with the review process.

By offering detailed support resources and comprehensive training materials, you empower your Partners to implement Klarna effectively. This not only enhances their store's payment flexibility but also contributes to a better shopping experience for their customers. With the right support and resources, Partners can confidently integrate Klarna, leading to improved customer satisfaction and business growth.