\n Disputes API\n <\/a><\/li><\/ul><\/div>\n","url":"https:\/\/docs.adyen.com\/risk-management\/chargeback-guidelines\/klarna-chargebacks","articleFields":{"description":"Learn about the Klarna dispute process and guidelines.","feedback_component":true,"last_edit_on":"01-04-2023 12:14","filters_component":false,"page_id":"7a8a9eb2-8151-4e0e-9639-e0df57078df9","decision_tree":"[]"},"algolia":{"url":"https:\/\/docs.adyen.com\/risk-management\/chargeback-guidelines\/klarna-chargebacks","title":"Klarna chargebacks","content":"Klarna is a guaranteed payment method for business models with physical goods. Klarna pays you upfront and assumes the risk of non-payment by the shopper, but only if you meet Klarna's order fulfillment rules. For example, a shopper can dispute a charge if the goods were not delivered or if the delivered goods were faulty. If you do not follow the Klarna scheme rules, Klarna has the right to charge back the payment.\nThe Klarna chargeback flow involves the stages Dispute Notification, Request for Information (RFI), Information Supplied, and 1st Chargeback.\nTo manage this Klarna chargeback flow, you can:\n\nUse the Disputes API.\nUse the Customer Area.\n\nKlarna flow\n\nDispute Notification\nWhen a shopper raises a complaint, Klarna creates a dispute notification. You have 21 days to contact the shopper and resolve the complaint. For returns, the time period is 7 days. If you cannot resolve the complaint with the shopper within that time period, Klarna will escalate the complaint to a Request for Information.\n\nDisputes for unauthorized purchases and high risk orders must be addressed promptly. Therefore, they are escalated to a Request for Information much faster, within days or even hours after receiving a Dispute Notification.\n\nTo inform you of a Dispute Notification:\n\n\nWe send you a Request for Information dispute webhook. The reason code includes notification to indicate this is a Dispute Notification and not a Request for Information. For example, notification_goods_not_received for a Dispute Notification, compared to goods_not_received for a Request for Information.\n\n\nIn your Customer Area we show the complaint under Revenue & risk > Disputes > Requests for Information. To indicate this is a Dispute Notification and not a Request for Information, the description of the dispute reason starts with NOTIFICATION. For example, [NOTIFICATION] The user informed that the invoice is incorrect.\n\n\nThe following table shows the reason codes you can expect for Dispute Notifications.\n\n\n\nDispute reason code\nDescription\n\n\n\n\nnotification_return\nThe shopper reported that they made a full or partial return. Adyen only creates return dispute notifications if the dispute is still open 14 days after the dispute event is created. \n\n\nnotification_goods_not_received\nThe shopper reported that they did not receive the full or partial order.\n\n\nnotification_faulty_goods\nThe shopper reported that they received faulty goods.\n\n\nnotification_already_paid\nThe shopper reported that they already paid directly to the merchant, instead of paying via Klarna.\n\n\nnotification_incorrect_invoice\nThe shopper reported that the invoice is incorrect.\n\n\nnotification_pandemic_impact\nThe shopper reported that the order was canceled due to COVID-19 circumstances.\n\n\nnotification_unauthorized_purchase\nThe shopper reported that the order was placed by someone with unauthorized access to their account.\n\n\nnotification_high_risk_order\nKlarna suspects this to be fraudulent order, where a shopper's personal details, for example, their payment information, were wrongfully used.\n\n\n\nRequest for Information\nIf the dispute is not resolved in time, Klarna escalates the dispute to a Request for Information (RFI). Unlike other payment methods, uploading the requested information is mandatory with Klarna.\nYou need to respond to an Request for Information within:\n\n96 hours for the dispute reason code high_risk_order.\n7 days for the dispute reason code unauthorized_purchase.\n14 days for other dispute reason codes.\n\nIf you do not respond to the Request for Information in time, a chargeback can take place where money will be deducted from the next payable batch.\nTo inform you of a Request for Information:\n\n\nWe send you a Request for Information dispute webhook.\n\n\nIn your Customer Area we show the complaint under Revenue & risk > Disputes > Requests for Information.\n\n\nRequest for Information reason codes\nThe following table shows the reason codes you can expect for a Request for Information.\n\n\n\nDispute reason code\nDescription\n\n\n\n\nreturn\nThe shopper reported that they made a full or partial return.\n\n\ngoods_not_received\nThe shopper reported that they did not receive the order fully or partially.\n\n\nfaulty_goods\nThe shopper reported that they received faulty goods.\n\n\nalready_paid\nThe shopper reported that they already paid directly to the merchant, instead of paying via Klarna.\n\n\nincorrect_invoice\nThe shopper reported that the invoice is incorrect.\n\n\npandemic_impact\nThe shopper reported that the order was cancelled due to COVID-19 circumstances.\n\n\nunauthorized_purchase\nThe shopper reported that the order was placed by someone with unauthorized access to their account.\n\n\nhigh_risk_order\nKlarna suspects this to be fraudulent order, where a shopper's personal details, for example, their payment information, were wrongfully used.\n\n\n\nRespond to an RFI\nIf you do not agree with the RFI dispute, you can try to defend it. Note that you have only 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:\n\n\nProvide your defense documents. For each case, there is a template for you to fill in:\n\nReturn\nGoods not received\nFaulty goods\nAlready paid\nIncorrect invoice\nImpacted by COVID-19\nUnauthorized purchase\nHigh-risk order\n\n\n\nAfter filling in the template, save the document as a PDF file.\n\n\nSubmit the PDF file using our Disputes API or the Customer Area.\n\n\nInformation Supplied\nAdyen received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents. The InformationSupplied journal is booked and we send you an INFORMATION_SUPPLIED webhook.\nBased on the information you provided, Klarna assesses the dispute and makes a decision:\n\nIf Klarna accepts your defense, no further journals are booked, and this is the final status.\nIf Klarna rejects your defense, you will receive a chargeback.\n\n1st Chargeback\nKlarna resolves the dispute in the shopper's favor, and initiates a chargeback. The Chargeback journal is booked, your account is debited, and you receive a CHARGEBACK webhook.\nYou cannot defend this chargeback. This is the final status, and the dispute is lost.\nManaging chargebacks\nYou can manage the Klarna chargeback flow using the Disputes API or your Customer Area.\nThe Klarna documentation has more information about Klarna disputes.\n\nDiscontinued email notification\nFrom May 1, 2023, you no longer receive an email about stop requests by Klarna. Instead, these are reported as a Request for Information (RFI) with the reason code high_risk_order. Resolve these RFIs through the Disputes API or your Customer Area using the correct defense template.\n\nManage chargebacks using the Disputes API\nIf you have integrated our Disputes API, you receive a dispute webhook when a shopper starts a dispute process with their issuer. Using the API, you can manage the Klarna chargeback flow for the disputed payment.\nManage chargebacks in the Customer Area\nIn your Customer Area, you can view disputes, and manage the four stages of a Klarna chargeback flow for a disputed payment.\nSee also\n\n\n Dispute webhooks\n \n Disputes API\n \n","type":"page","locale":"en","boost":17,"hierarchy":{"lvl0":"Home","lvl1":"Risk management","lvl2":"Chargeback guidelines","lvl3":"Klarna chargebacks"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/risk-management","lvl2":"https:\/\/docs.adyen.com\/risk-management\/chargeback-guidelines","lvl3":"\/risk-management\/chargeback-guidelines\/klarna-chargebacks"},"levels":4,"category":"Risk Management","category_color":"green","tags":["Klarna","chargebacks"]},"articleFiles":{"klarna-flow.png":"![\"\"](\"https:\/\/docs.adyen.com\/user\/pages\/docs\/10.risk-management\/21.chargeback-guidelines\/klarna-chargebacks\/klarna-flow.png\")
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