Respond to disputes
Take action in response to Klarna inquiry disputes and chargeback disputes.
Almost all Klarna disputes begin as inquiry disputes. The exceptions are disputes raised because of fraudulent transactions, which escalate immediately to chargeback disputes.
Inquiry disputes
Inquiry disputes are an opportunity to resolve a customer’s issue before the dispute escalates to a chargeback and carries a fee. Klarna doesn’t accept evidence to challenge an inquiry dispute. Contact your customer during the 21-day inquiry period. Listen to the customer’s reason for raising this dispute to find an amicable resolution within the 21-day period preceding automatic escalation. For example, a customer you successfully reassure that their purchased goods are delayed rather than undelivered can withdraw their inquiry dispute directly with Klarna.
You can also perform one of the following actions:
- Accept the dispute. Confirm the disputed amount with the customer and issue a refund. Refunding during the inquiry dispute period avoids a dispute fee.
- Allow the dispute to escalate. If you’re unable to resolve the issue within the 21 days, you can submit evidence to challenge the dispute after it escalates to a chargeback.
Refunds as inquiry disputes
Customers paying with Klarna use inquiry disputes as a means to request refunds from businesses. If you receive an inquiry dispute with the Return Klarna dispute code, consider this the customer’s request for a refund, rather than a greater dispute against the payment. As with other inquiry disputes, contact the customer, understand why they’ve requested the refund, and process it appropriately.
Chargeback disputes
If an inquiry dispute remains unresolved after the 21-day timeframe, the dispute automatically escalates to a chargeback dispute. Stripe withholds the disputed funds and the associated dispute fee from your account for this payment until the dispute is resolved.
During the chargeback dispute stage, you can counter disputes by submitting evidence to Klarna, either in the Dashboard or with the API. Starting from the chargeback dispute creation date, you have to submit evidence by the deadline displayed in the Dashboard. If you counter the dispute by submitting evidence, Klarna evaluates your response to decide the outcome.
- If you win the dispute, Stripe releases the aforementioned withheld funds to your account, including the associated dispute fee.
- If you lose the dispute, Stripe debits the withheld funds, including the associated dispute fee. Klarna then returns the disputed amount to the customer.
Submit evidence for chargeback disputes 
Use the Dashboard or the API to submit evidence against a chargeback dispute. You can’t submit evidence for inquiry disputes.
Guidelines
Follow these guidelines to submit the most relevant evidence for both Dashboard and API disputes.
Stripe dispute reason | Guidelines |
---|---|
Product not received |
|
Credit not processed |
|
Fraudulent |
|
General |
|
Create test disputes
You can simulate dispute creation by creating a transaction in a sandbox using the following email addresses and phone numbers in the given Klarna checkout region. A dispute automatically opens on the transaction. You can submit evidence on the dispute, but you can’t simulate the final dispute outcome in a testing environment.
Below, we have specially selected test data for the currently supported customer countries.
Dispute API
A Dispute object contains a dispute type and Klarna dispute reason. These parameters are useful for countering a dispute.
Type
The Status parameter indicates the dispute type. The following table explains the dispute status and the state of the dispute.
Status | Dispute type | Description |
---|---|---|
warning_ | Inquiry | The inquiry is open and the business can issue a refund. |
warning_ | Inquiry | The inquiry is closed. |
needs_ | Chargeback | The chargeback is open and the business can submit evidence. |
under_ | Chargeback | The chargeback is open and the evidence is submitted to Klarna. |
lost | Chargeback | The chargeback is closed and the business lost the dispute. |
won | Chargeback | The Chargeback is closed and the business won the dispute. |
Klarna reason
The Klarna reason is mapped to Stripe dispute reason and displayed in the Dashboard as Network Reason Code
.
The Stripe reason is available in the Dispute object as reason and the Klarna reason is available in payment_method_details.klarna.reason_code. The data is available in the API and webhook.