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Nerve Centre KPIs · Audit Profile · Sentiment Settings Klarna BNPL state matters when it’s tied to captured revenue and checkout friction. This audit answers: (1) is the API username/password pair valid and the region + environment (playground/production) correct, (2) is the approval (success) rate holding and what’s driving Klarna’s underwriting declines, (3) are refunds, buyer-protection disputes and settlement timing under control, and (4) does BNPL friction map to lost revenue and the Klarna share of commerce revenue via the ecommerce siblings.

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What this audit checks

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Authentication & access

  • API username/password pair valid (Basic-auth probe on /ordermanagement/v1/orders?count=1)
  • Region + environment match intent (api.klarna.com production vs api.playground.klarna.com)
  • Credential has read scope for orders, settlements and disputes

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Transaction health

  • Success (approval) rate below 90% or a -3pp drop vs prior period
  • Decline rate above 15% blended (and which Klarna decline reasons dominate)
  • Address-verification declines elevated (the only merchant-actionable reason - improve checkout address validation)
  • Klarna-app / email-OTP authentication abandonment above 30% (desktop email-OTP friction)

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Refunds & disputes

  • Refund rate above 10% of volume (BNPL try-and-return drift)
  • Buyer-protection (chargeback) rate above 0.9%
  • Dispute rate above 1%
  • Disputes approaching respond_by deadline with no evidence submitted

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Settlement timing

  • Average settlement time above the configured-schedule norm (>3 days daily / >8 days weekly)
  • Oldest pending payout above 5 days
  • Pending payout balance growing while volume is flat (schedule slowed or reserve hold increased)

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Cross-channel: BNPL-to-revenue (the killer area)

  • Klarna captured volume reconciled as a share of commerce-sibling order revenue; mismatch > 2% (reconciliation gap)
  • Klarna decline/abandon spike during a checkout change or campaign push (paying for traffic that can’t pay via BNPL)
  • Klarna refund spike correlated with a commerce returns spike in the same window
  • Klarna AOV lift vs card-sibling AOV collapsing (Slice it adoption dropped - checkout UX regression)

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Data sources

  • GET https://{api_host}/ordermanagement/v1/orders - Volume / count / AOV / success / decline / method mix / decline reasons
  • GET https://{api_host}/settlements/v1/payouts - Settlement timing / pending payout age / pending balance
  • GET https://{api_host}/disputes/v2/disputes - Dispute rate / buyer-protection (chargeback) rate / reason mix / respond-by