Klarna Disputes
- Klarna has a distinctive dispute management flow compared to Card Schemes. Read more about handling Card disputes.
- We are actively improving Klarna dispute management. Please reach out to your Airwallex account manager or support@airwallex.com if you have any additional questions about disputes.
A dispute occurs when a shopper contests the legitimacy of a payment. Klarna disputes are categorized into different dispute reasons:
- Returns (a shopper returns the full or a part of their order)
- Goods not received (a shopper did not receive (parts of) their order)
- Incorrect Invoice (a shopper claims to have received an invoice that is incorrect, for example, missing discounts or items on the invoice are incorrect)
- Faulty goods (a shopper received an item that is broken, or parts of it are missing)
- Already paid (a shopper claims to have already paid the Klarna invoice, for example, by stating that it's paid to you directly)
- Unauthorized purchases (a shopper reports they have never made the purchase)
When a shopper raises a dispute, they contact Klarna to question the legitimacy of the charge. Upon receiving a dispute notification from Klarna, Airwallex promptly informs you via email and/or webhooks. You can access all relevant details of the dispute, including its cause, directly within your Airwallex account through the web interface (web app) or via the API API. While Airwallex provides comprehensive support to guide you through the dispute resolution process, it's important to note that Airwallex does not have a direct impact on the final decision. To better navigate the dispute resolution process, we strongly advise you to review the section on understanding disputes.