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E-commerce

Klarna Virtual Shopping

MarketingOfficial website

Klarna Virtual Shopping is an embedded live shopping tool from Klarna that connects online shoppers with store experts, setting cookies and processing shopping interaction data.

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Overview

What does Klarna Virtual Shopping do?

What it is

Klarna Virtual Shopping is a feature from Klarna, the Swedish payments company, that lets online shoppers connect with in store experts through chat and video for product advice. Retailers embed it on product pages, and it loads Klarna scripts that handle the conversation and track engagement. Klarna Bank AB is based in Sweden in the European Union.

Cookies and data it collects

The widget sets cookies to manage the shopping session and can set analytics cookies that measure engagement and conversions. It processes the visitor IP address, the products viewed, messages exchanged and, where shopping leads to checkout, order related data. Some of these cookies are non essential.

GDPR and ePrivacy implications

The session cookies needed to run a live conversation can be treated as strictly necessary, but analytics and marketing cookies are not, so they require consent under Article 5(3) of the ePrivacy Directive. Klarna acts as a controller or processor depending on the specific data flow.

Consent requirements

Obtain consent before any non essential Klarna cookies are set, and make clear that starting a virtual shopping session shares data with Klarna. The conversation content itself should be handled transparently, since it may include personal details shared by the shopper.

Data transfers

Klarna is established in Sweden, so its core processing is in the EU, but it uses global cloud providers and sub processors. Where data is processed outside the EEA, Klarna relies on Standard Contractual Clauses or the EU US Data Privacy Framework, which you should confirm in its data processing agreement.

Practical compliance steps

Gate non essential cookies behind consent, sign Klarna data processing terms, and disclose the virtual shopping feature, the cookies and any transfer in your policies. Inform shoppers what happens to the messages and any media shared during a session.

Compliance

Klarna Virtual Shopping and the GDPR

Klarna Virtual Shopping is classified as “Marketing”. On a site that targets European visitors, it must only load after the visitor consents, and it must be listed in your cookie policy.

Legal basis
Consent under Article 6(1)(a) GDPR for non essential cookies; contract for the shopping service itself
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive

Impact assessment (DPIA)

A DPIA is worth considering when Klarna Virtual Shopping records video or chat sessions or profiles shoppers at scale. Assess the session content, the cookies and any processing outside the EEA.

Sample text for your banner

We offer Klarna Virtual Shopping to connect you with store experts. Starting a session sets cookies and shares your interaction with Klarna. Non essential cookies load only if you accept.
Cookies and trackers

What Klarna Virtual Shopping sets and contacts

Tracking method
Embedded virtual shopping widget with session and analytics cookies
Server location
European Union (Klarna Bank AB, Sweden), with global infrastructure
Data transferred outside the EU
Klarna Bank AB is based in Sweden in the European Union, but Klarna uses global cloud infrastructure and sub processors, so some processing may occur outside the EEA under Standard Contractual Clauses or the EU US Data Privacy Framework.

Cookies set (2)

NameTypeDurationPurpose
klarna_sessionStrictly necessarySessionMaintains the virtual shopping session so the live conversation works.
ajs_anonymous_idAnalytics1 yearAssigns an anonymous identifier used to measure engagement with the shopping widget.

Third-party domains contacted (3)

  • klarna.com
  • klarnaservices.com
  • klarnacdn.net
Questions

Frequently asked questions about Klarna Virtual Shopping

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Does Klarna Virtual Shopping set cookies?

Yes, it sets session cookies to run the live shopping conversation and can set analytics cookies that measure engagement. The analytics cookies are non essential and need consent.

Do I need consent?

You need consent for the non essential analytics or marketing cookies, while the session cookies needed to run a started conversation can be treated as strictly necessary.

What is the legal basis?

The shopping service itself can rely on contract, while non essential cookies rely on consent under Article 6(1)(a) and the ePrivacy rules. Conversation content is processed on the basis you set with Klarna.

Does it transfer data outside the EEA?

Klarna is based in Sweden, so core processing is in the EU, but it uses global sub processors. Any processing outside the EEA relies on Standard Contractual Clauses or the EU US Data Privacy Framework.

Do I need a DPIA?

Consider a DPIA if sessions are recorded, include video, or profile shoppers at scale. Assess the conversation data, cookies and transfers.

How do I deploy it compliantly?

Gate non essential cookies behind consent, sign Klarna data processing terms, inform shoppers about the session data and disclose the cookies and transfers in your policies.

Are there alternatives?

Other live shopping and video assistance tools exist, some hosted entirely in the EU. Choose based on data location, recording behaviour and integration with your store.

How do I update my cookie policy?

List the session and analytics cookies Klarna Virtual Shopping sets, their purpose and duration, state that non essential cookies load only after consent and disclose any processing outside the EEA.

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