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Klarna chargebacks

Learn about the Klarna dispute process and guidelines.

The Klarna chargeback flow involves the stages Request for Information (RFI), Information Supplied, and 1st Chargeback.

To manage this Klarna chargeback flow, you can:

Are you currently using Klarna’s legacy email-based dispute service?

Note that Adyen will discontinue that way of managing Klarna chargebacks as of November 2nd, 2021.
Instead, you can use the Disputes API or your Customer Area to manage Klarna chargebacks. Contact our Support Team if you want to migrate right away.

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.

Request for Information reason codes

There are seven RFI reasons codes 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 transactions as soon as possible.

Respond to an RFI

If you don't agree with the RFI 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 using our Disputes API or in your Customer Area.

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 provided, Klarna assesses the chargeback dispute and makes a decision. We'll send you a NOTIFICATION_OF_CHARGEBACK with the outcome.

In case Klarna resolves the dispute as a chargeback, you can no longer defend it, and you are liable for the payment. Because you can't defend against Klarna's decision, there is no 2nd chargeback stage.

Test chargeback defense

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, to test the following dispute reasons:

    • For Return: s.hopper+disputed-return@example.com
    • For Goods not received: s.hopper+disputed-goods_not_received@example.com
    • For Faulty goods: s.hopper+disputed-faulty_goods@example.com
    • For Already paid: s.hopper+disputed-already_paid@example.com
    • For Incorrect invoice: s.hopper+disputed-incorrect_invoice@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.

Managing chargebacks

You can manage the Klarna chargeback flow using the Disputes API or your Customer Area.

There is also a legacy email-based service. If you are still using that service, you need to migrate to using the Disputes API or your Customer Area.

Manage chargebacks using the Disputes API

If you have integrated our Disputes API, you receive a dispute notification when a shopper starts a dispute process with their issuer. Using the API, you can then manage the Klarna chargeback flow for the disputed payment.

Klarna will still send an email to notify you about stop requests by the Klarna team. They will send this email to the dispute email address that you provided when you added Klarna as a payment method to your live account in the Customer Area.

Manage chargebacks in the Customer Area

In your Customer Area, you can view disputes, and manage the three stages of a Klarna chargeback flow for a disputed payment.

Klarna will still send an email to notify you about stop requests by the Klarna team. They will send this email to the dispute email address that you provided when you added Klarna as a payment method to your live account in the Customer Area.

Manage chargebacks using the legacy email-based service

Adyen will discontinue this way of managing Klarna chargebacks as of November 2nd, 2021.

When you add Klarna as a payment method to your live account in the Customer Area, you are asked to provide a disputes email address. Note that you cannot change this dispute email address later.

Klarna sends an email to this dispute email address to notify you of disputes raised by customers and stop requests by the Klarna team.

Klarna expects you to resolve issues with customers directly, and submit any dispute defense documents via email. By default, you have 14 days to submit the requested information. If you do not respond in a timely manner, a chargeback may take place, and money will be deducted from the next payable batch.