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How Can I Defend a Chargeback for Klarna?

Klarna offers a guaranteed payment method for eCommerce, especially for physical goods. However, merchants must follow Klarna’s rules for order fulfillment and customer handling. If these rules aren’t met, Klarna has the right to initiate a chargeback

Let’s dive into the specific steps merchants should take when dealing with a Klarna chargeback and how to manage these disputes effectively.

Why Do Klarna Chargebacks Happen?

Chargebacks can occur for several reasons, such as non-delivery, faulty goods, or payment issues. Klarna alerts merchants to potential disputes with specific notifications, giving time to address concerns before they escalate. However, if these are not resolved, they may become official disputes.

Understanding the Klarna Chargeback Flow

Managing Klarna chargebacks involves a structured flow with distinct stages. These stages ensure merchants have an opportunity to respond before the chargeback becomes final.

Klarna Chargebacks

1. Dispute Notification

When a shopper raises an issue, Klarna tries to resolve it directly with the merchant through a Dispute Notification. Merchants receive this notification either through a webhook or the Customer Area, giving them 21 days to address the problem. However, for returns, this period is shorter—just seven days.

2. Request for Information (RFI)

If the dispute isn’t resolved within the set period, Klarna escalates the case, sending a Request for Information (RFI). At this stage, you have 14 days to respond, or as little as 7 days for some codes, such as unauthorized purchases. Failure to respond to the RFI in time will likely lead to a chargeback.

Common RFI Reason Codes

Klarna’s RFIs are categorized with codes, such as:

  • return – Customer claims a full or partial return.
  • goods_not_received – Customer reports non-receipt of items.
  • faulty_goods – Goods received are defective.
  • already_paid – Customer paid directly, not through Klarna.

Merchants must supply detailed documents based on these codes, typically in PDF format, to defend against the chargeback.

3. Information Supplied

Once merchants submit their documents, Klarna assesses the information and decides whether to uphold or deny the dispute. If the dispute is resolved in your favor, the process ends here. If denied, Klarna initiates the next stage.

4. First Chargeback

If Klarna sides with the customer, the chargeback becomes final, with the amount debited from your account. At this stage, no further defense is possible, making it essential to address disputes early and thoroughly.

Defending Against a Klarna Chargeback

To effectively manage Klarna chargebacks, merchants can use Klarna’s Disputes API or Customer Area. Using the API or portal, merchants can monitor disputes, receive notifications, and submit required documents. Klarna offers defense templates based on dispute types, ensuring responses align with their guidelines.

Klarna dispute flow
Klarna dispute flow

Tips for Preventing Chargebacks with Klarna

To minimize chargebacks, consider these strategies:

  • Ensure Clear Communication – Keep customers informed about their orders, including shipping times and any potential delays.
  • Follow Klarna’s Fulfillment Rules – Always meet Klarna’s shipping and payment guidelines.
  • Use Comprehensive Documentation – Maintain records for every transaction, including proof of delivery and customer interactions, to support future defense cases.

How Disputifier Supports Chargeback Prevention for Klarna

With high chargeback ratios leading to fund holds, it’s critical to maintain dispute management. Disputifier automates chargeback responses, sending alerts at the first sign of a dispute. 

By addressing chargebacks preemptively, Disputifier reduces the likelihood of penalties, preserving smooth fund access. Automated alerts, fraud detection, and AI-driven responses allow merchants to stay compliant and improve their cash flow reliability.

Conclusion

Klarna’s chargeback process is detailed, but merchants who stay proactive can effectively manage and reduce disputes. 

Utilizing tools like the Disputifier solution for automated alerts and responses, eCommerce businesses can streamline chargeback handling and keep transactions running smoothly.

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