What should I do when a Klarna customer dispute arises?

When a customer is dissatisfied with a part of their order, they can contact Klarna to open a dispute. The fastest way to resolve a Klarna dispute is to reach out to your customer and try to come to an agreement. You can find active disputes in your Klarna Merchant Portal. If you haven’t created an account on the Klarna Merchant Portal, you’ll receive emails from Klarna about any open disputes.


What is the Klarna dispute process?

If a customer raises a dispute, Klarna will pause the invoice on their order and notify you that you have an open dispute. 

  • If you activated your Klarna Merchant Portal, you’ll be notified through the Disputes App. 
  • If you haven’t activated your Klarna Merchant Portal, you’ll be notified via email.

From there, Klarna will give you 14 to 21 business days to contact and resolve the dispute with your customer. If you do not respond to the dispute, Klarna will decide in your customer’s favour, and you’ll receive a chargeback for the disputed order.


When does Klarna get involved?

If you can't resolve the issue with your customer within the given time (14-21 days), Klarna will get involved. First, they’ll contact your customer to understand the reason for the dispute. If they believe their dispute is valid, Klarna will contact you for more information and make a final decision. 

  • If the decision is in your favour, Klarna will reactivate your customer’s invoice, and they'll need to pay for their order.
  • If they decide against you, or you do not respond, you'll receive a chargeback for the disputed order. The amount will be returned to the customer. 

For more information about Klarna's dispute process, please contact Klarna's customer support.


Good to know

You can change your notification settings in your Klarna Merchant portal so that you receive an email when a customer disputes an order. 


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