Klarna gives eligible fans more flexibility when paying for tickets. Depending on the purchase details, Klarna may allow a fan to split the cost into installments or pay at a later date.
When Klarna approves a payment, the Universe order is considered paid in full. The full order amount, less applicable processing fees, is included in your usual payout schedule. Klarna collects any remaining payments directly from the fan and assumes the risk if the fan does not complete their scheduled payments. Standard dispute risk still applies.
Note: Klarna is available by request for eligible hosts using Universe Payments. Hosts using Stripe Connect can enable and manage Klarna through their own Stripe account.
How Klarna works at checkout
When Klarna is enabled:
- Eligible fans may see Klarna as a payment option during checkout.
- The fan is directed to Klarna to review the payment options available to them.
- Klarna determines which options to offer based on factors such as the fan’s location, currency, order amount, and eligibility.
- If Klarna approves the payment, the fan is returned to Universe to complete the order and receive their tickets.
Neither Universe nor the host can select which Klarna payment plan a fan sees or guarantee that Klarna will approve a purchase. Available payment options can vary between fans and transactions. Klarna may not appear for every order.
Enable Klarna with Universe Payments
To request Klarna for your Universe Payments account:
- Contact Universe Support or your Universe account representative.
- Tell us whether you want Klarna enabled for all of your listings or only for specific listings.
We’ll confirm when Klarna has been enabled. Klarna will only appear to fans and purchases that meet Klarna’s eligibility requirements.
You can also ask us to disable Klarna at any time. Disabling Klarna prevents it from appearing on new purchases. Orders that have already been completed are not affected.
Klarna processing fees
Klarna transactions have a different processing rate from card transactions. The Klarna processing fee replaces the standard card processing fee; the two fees are not charged together.
Rates vary by market, so review the current Klarna pricing information before requesting activation. You cannot add a separate surcharge or higher price only for fans who choose Klarna.
Payouts and ticket access
A successful Klarna order is treated like any other fully paid Universe order:
- Your payout follows your normal Universe Payments payout schedule.
- The fan receives their tickets after the purchase is completed.
- Tickets can be transferred immediately, even if the fan is still making payments to Klarna.
- The fan’s Klarna payment schedule may continue after the event has taken place.
The repayment agreement is between the fan and Klarna. It does not delay your payout or place the Universe order into a partially paid status.
Refunding a Klarna order
Klarna orders can be fully or partially refunded through the usual Universe refund process for up to 180 days after the payment was completed.
You can issue more than one partial refund, up to the original order total. A partial refund means refunding one or more whole tickets (or add-ons) from the order; custom refund amounts are not supported on any payment method. Each time, Klarna updates the fan's remaining payment schedule and returns any applicable amount the fan has already paid.
Refunds usually take 5–7 business days to reach the fan, although timing can vary depending on their financial institution and the type of purchase.
There are two important limitations:
- After 180 days, the order can be cancelled, but a refund can no longer be issued.
- A refund cannot be issued after a Klarna dispute has escalated to a formal chargeback dispute.
Klarna disputes
Fans raise Klarna disputes through Klarna rather than through their card issuer. When a fan reports a problem, Klarna may temporarily pause their remaining payments while the issue is reviewed.
Most Klarna disputes begin with an inquiry period. This provides an opportunity to resolve the issue before it escalates. If the issue is not resolved, it may become a formal chargeback dispute. Fans generally have up to 180 calendar days from the payment date to open a dispute, although Klarna documents limited exceptions.
You may be asked to provide evidence showing that the tickets were delivered and the order was fulfilled. Helpful records can include:
- Ticket delivery or confirmation emails
- Communications with the fan
- Ticket transfer records
- Event scan-in or attendance records
- Refund or cancellation records
If a dispute is lost, the disputed amount and the applicable dispute fee may be deducted from your balance, similar to a card chargeback. If a dispute is won, Stripe releases the withheld amount and associated fee. Once a dispute has escalated to a chargeback dispute, the order can no longer be refunded through the standard refund process.
Hosts using Stripe Connect
If you process payments through Stripe Connect, Klarna cannot be enabled by Universe. You can enable it directly in the Stripe Dashboard connected to your Universe account.
To enable Klarna:
- Sign in to your Stripe account.
- Go to Settings.
- Under Payments, select Payment methods.
- Select the payment configuration connected to your Universe account.
- Find Klarna in the list of payment methods.
- Select the options icon beside Klarna, then select Enable.
- Confirm any required business or setup details requested by Stripe.
Make sure you select the payment configuration used by your Universe integration. Enabling Klarna makes it available wherever that Stripe payment configuration is used. Universe does not provide per-listing Klarna controls for Stripe Connect accounts. Stripe confirms that connected accounts with full Dashboard access can enable Klarna from their Dashboard and that payment methods can be enabled or disabled within a payment configuration.
Your own Stripe pricing agreement applies to Klarna transactions. Klarna disputes are also managed through your Stripe account, and any dispute outcomes affect your Stripe balance. Universe Payments pricing and account-level or per-listing enablement controls do not apply to Stripe Connect accounts.
For more information about availability, payment options, refunds, and account requirements, see Klarna payments in the Stripe documentation.
Frequently asked questions
Can a fan transfer a ticket before finishing their Klarna payments?
Yes. Once the Klarna purchase succeeds, the Universe order is fully paid and the tickets can be transferred immediately. The fan continues making any remaining payments directly to Klarna.
Can I choose which Klarna payment plan fans receive?
No. Klarna determines which payment options are available for each purchase. Options can vary based on the fan, market, currency, order amount, and other eligibility requirements.
Is there a cutoff based on the event date?
No. A fan’s payment schedule is set by Klarna and can continue after the event. You are still paid according to your normal payout schedule.
What happens if a fan misses a Klarna payment?
Klarna manages payment collection and assumes the risk of missed scheduled payments. A missed payment does not change the status of the completed Universe order. However, a separate dispute raised by the fan can still affect the order.
Can I charge an additional fee only to fans who use Klarna?
No. Fans cannot be charged a separate surcharge or higher price solely because they selected Klarna.
Does Klarna perform a credit check?
Klarna determines whether a fan is eligible and whether a credit check applies. Requirements vary by payment option and market. Fans are shown the applicable terms during the Klarna checkout process.
Why doesn’t Klarna appear for every fan?
Klarna only appears when the purchase is eligible. Availability can depend on factors such as the fan’s location, the currency, the order amount, the host’s location, and Klarna’s approval requirements.
Can I turn Klarna off later?
Yes.
For Universe Payments, contact Universe Support or your account representative to disable Klarna for future purchases.
For Stripe Connect, return to the payment configuration in your Stripe Dashboard and disable Klarna. Previously completed Klarna orders will not be affected.
How do orders processed by Klarna show up in reporting?
Klarna is identified in the Payment Type column of the Orders, Attendees, Add-ons, Tickets, Cancellations, and Rebates reports. For applicable transactions, the column will display klarna.