Handling Klarna disputes


A dispute is when you and a customer disagree about an order:

  • Goods, e.g. the customer returns all or part of the order, or the goods were faulty when delivered
  • Payments, e.g. invoicing errors, or the customer paid Klarna instead of you
  • Other, e.g. insolvency, or bankruptcy

Klarna provides support for resolving disputes. For a step-by-step overview, see Klarna – How to handle disputes at Klarna.

The easiest way to handle disputes is using the Disputes app in the Klarna Merchant Portal. The portal also gives you an overview of all your orders.

Note: If viewing orders in the portal, you must still manually change the order status to Shipped to trigger the invoicing process and receive payment.

Connecting to the Klarna Merchant Portal

You’ll receive an email from Klarna inviting you to activate your portal account.

Note: The link expires within 7 days and is only usable once. If your link has expired or you haven’t received an email, email [email protected]
  1. In the email, click Activate account.
  2. Read the Merchant Portal Agreement, agree to the terms and conditions, and then click Continue.
  3. Enter a password, and click Update password.
  4. Enter your first and last names, and then click Update profile.
  5. To sign in for the first time, enter your email address and the password you just created, and then click Log in.

Setting up two-factor authentication

If you want to increase the security of your account, set up two-factor authentication with the Google Authenticator app.

  1. Under To-dos, click Activate two-factor authentication.
  2. In the dialog, click Start the setup.
  3. Open the Google Authenticator app and scan the QR code.
  4. Enter the one-time authorization code from the app, and click Set up authentication.

Getting started with the Disputes app

To sign up to use the Disputes app, follow these steps:

  1. Sign in to the Klarna Merchant Portal.
  2. In the side menu, click Disputes.
  3. Select an email address and preferred language for receiving dispute-related emails, e.g. reminders.
  4. Agree to the terms and conditions.
  5. Click Sign up.

Klarna will send you an email when the first dispute appears in the app.

Using the Disputes app

The side menu contains three pre-set filters to view:

  • All disputes
  • Unauthorized disputes
  • Disputes expiring soon

See Klarna – Disputes App in Merchant Portal for detailed information on:

  • Searching and filtering disputes
  • Exporting reports
  • Dispute statuses
  • Managing settings
  • Responding to disputes
  • Accepting losses

Feedback

Propose a change on GitHubexternal-link-icon or
send an email to [email protected]

Other languages

For an explanation in another language, contact your account manager.