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Klarna chargebacks

Learn about the Klarna dispute process and guidelines.

The Klarna chargeback flow:

  1. Request for Information (RFI)
  2. Information Supplied
  3. 1st Chargeback

Klarna flow

Request for Information

Klarna is a guaranteed payment method for business models with physical goods. However, it requires you to meet a certain set of scheme rules for shipping and payment. For example, a shopper may dispute a charge if the delivery of goods did not happen or the goods were faulty. If you don't follow the Klarna scheme rules, Klarna has the right to charge back the payment.

You can find the Klarna scheme rules in your Customer Area. Select the Notification icon on the top right, and then select Scheme rules.

If a dispute occurs Klarna will always try to help you and the shopper to resolve the dispute directly. If this doesn't help, Klarna may send a Request for Information (RFI) about a certain transaction. In this case, we'll send you a dispute notification. Alternatively, find the list of RFIs in your Customer Area by going to Risk > Disputes > Requests for Information.

After you receive the notification, you have 14 days by default to submit the requested information. If you do not respond to the RFI in a timely manner, a chargeback may take place, and money will be deducted from the next payable batch.

With Klarna, uploading the requested information is mandatory, unlike with other payment methods.

Dispute reason codes

There are seven dispute reasons that you can receive in a notification.

Reason code Description
return The shopper reported that they made a full or partial return.
goods_not_received The shopper reported that they did not receive the order fully or partially.
faulty_goods The shopper reported that they received faulty goods.
already_paid The shopper reported that they already paid directly to the merchant, instead of paying via Klarna.
incorrect_invoice The shopper reported that the invoice is incorrect.
pandemic_impact The shopper reported that the order was cancelled due to COVID-19 circumstances.
unauthorized_purchase The shopper reported that the order was placed by someone with unauthorized access to their account.

For dispute reason unauthorized_purchase, Klarna requires you to respond within 24 hours to avoid fraudulent transaction as soon as possible.

Respond to a dispute

If you don't agree with the chargeback dispute, you can attempt to defend it. Note that you will have one attempt to submit all the necessary information. After that, it is no longer possible to make any changes to the documents. To defend the dispute, you need to:

  1. Provide your defense documents. For each case, there is a template for you to fill in:

  2. Once you fill it in, save the document as a PDF file.
  3. Submit it in your Customer Area or by using our Disputes API.

Information Supplied

Adyen received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents.

1st Chargeback

Based on the information you've provided, Klarna will assess the chargeback dispute and make a decision. We'll send you a notification with the outcome. In case Klarna resolves the dispute as a chargeback, you can no longer defend it, and you will be liable for the payment.

Test chargeback defense

The chargeback defense process for Klarna is in the pilot phase. In case you want to enable it for your merchant account in a live environment after testing, contact our Support Team.

Currently, you can only test two dispute reasons in our testing environment: Return and Goods not received.

To create a test RFI:

  1. In your testing environment, submit a /payments request as described on the Klarna integration page, and pass the following value in the shopperEmail parameter: {shopperName}+disputed-{disputeReason}@example.com.

    For example:

    • For Return: s.hopper+disputed-return@example.com
    • For Goods not received: s.hopper+disputed-goods_not_received@example.com

    You receive a response containing pspReference, our unique identifier for the payment.

  2. Capture the payment with a /payments/{paymentPspReference}/captures request, specifying:

    • paymentPspReference: The pspReference of the payment.
    • amount: The value and currency specified in the payment request.

    You receive a response containing:

    • pspReference: The PSP reference associated with this capture request. Note that this is different from the PSP reference associated with the original payment request.

    It may take a while for Klarna to process the capture and create a test dispute. We'll send you a notification when we get a Request for Information from Klarna.

  3. Wait for the REQUEST_FOR_INFORMATION notification. This notification contains a pspReference, which is the unique identifier for the dispute.
  4. When you get a notification, respond to a dispute by submitting your defense documents.