@CarstenB#139888 At other banks, the user gives Klarna their login information and TAN, and they issue a regular bank payments on the user‘s behalf. For that reason the merchant sees the user‘s IBAN as originating account.

Bunq has a special integration, which offers some nice features like not having to give Klarna your login info, just pay by scanning the QR code. However, they also make it so that the underlying bank payment originates at an internal bunq account, and not the user‘s own account. Some merchants that are ignorant of this will therefore send refunds only to bunq‘s internal account, and they will never reach the user.

Refunds can work when merchants ask for your own IBAN and then send the refund payment there, but unfortunately not everyone is able or willing to do so. Hope this clears it up 😃

@CarstenB#139892 No, the internal account cannot receive payments and they will be rejected. Support is not helpful from my experience. The only way to get your money back is convincing the merchants to send it to your actual account.

Still, I would advise you to tell Support about what happened so hopefully this can be changed in the future 👍

@CarstenB#140703 That is indeed how I think merchants should do Sofort payments and so it worked well for you in this case ;-)

I want to bring this topic up once again because of a recent experience of mine. In February I was trying to buy something at a reputable online shop everyone here knows the name of. Out of convenience and because I apparently still didn't learn from my own mistakes I chose Sofort for the payment, which was a bit more than 1000 Euros. For some reason that they even couldn't figure out themselves, the booking went awry.

It took me until today, so nearly three full months, and countless phone calls and e-mails with their support staff, to finally get my money back because initially they would only send it to the originating IBAN. That's not bunq's fault really, they did everything according to protocol and I personally don't wrong them for that. That whole ordeal was after all exclusively between me and this company. But: 1) not every customer that goes through such an experience might see it the same way as me, and 2) if bunq would handle this to emulate how it works at every other bank, this probably wouldn't be a problem.

I guess I do have bad luck, and I guess I'm also a bit stupid for still trying to pay with Sofort in February, but it also shouldn't be this way. Peace.

@Gerhard-Yellow-Frog#164521 They do provide some tools to prepare refunds to the merchant, but nowhere does it say that these tools always have the correct information already pre-filled, and they mention at two places that you can only do a refund if you have the "necessary" bank data ("Wenn Sie ein Konto in Deutschland sowie alle für eine Rückbuchung erforderlichen Bankdaten besitzen, können für Transaktionen im SEPA-Raum mit der Währung EURO Rückbuchungen ausgeführt werden.")

My interpretation from that is that they give the merchants some bank data, but that this is not necessarily the "necessary" data that they say is needed for refunds. Because you can also see in the API documentation that IBAN and BIC for a refund can be manually changed by the merchant.

But without knowing what kind of deal exactly bunq and Klarna have made here, it's hard to know who is at fault. It could (and should) definitely made a lot clearer to merchants that the sender IBAN might be random if that is how Klarna envisions their product. Or, if the sender IBAN should always be the actual IBAN of the sender's bank account, well then of course bunq's implementation is just straight up wrong. (But I cannot really imagine Klarna letting bunq just do this.)

So yeah, whoever's fault it may be: bunq's, Klarna's or the respective merchant's. The current situation is bad for the consumer (and for no reason).