Handling Disputes & FAQs

Airwallex web app allows you to handle your dispute cases from all payment methods in one place. Refer to the guide on how to handle disputes on web app.

If you would like to automate the dispute management process, you can use our API solution to manage disputes effectively. Airwallex provides a unified set of dispute API functionalities that apply to all dispute cases. See detailed guide on the dispute API.

How does Airwallex charge for Klarna disputes?

• You will only be charged once by Airwallex when the dispute is escalated to the Chargeback stage.
• For each dispute, you will be charged once and only once when the case is escalated.
• If the dispute is resolved during the RFI stage, you will not be charged regardless of the outcome of the dispute.
• If the dispute is resolved during the Chargeback stage, while Klarna may incur additional dispute costs, Airwallex will not pass through these charges. You are only responsible for the one-time Airwallex dispute fee.

Can multiple disputes be filed against one Klarna payment?

• Yes. Klarna does not limit how many times one Klarna payment can be disputed. Each time a dispute is raised, a new dispute case will be created.

I can’t find a place to provide all the required web app/dispute API response materials.

• Provide the information to the best of your abilities. You also have the option to provide additional text and file evidence to Klarna when responding to dispute requests. A member of the Airwallex Operations team will facilitate transmitting the information to Klarna.

How to manage dispute levels for Klarna transactions?

High dispute levels may lead to a termination of your ability to use Klarna as a payment method, therefore it is important to actively manage your dispute levels. Below are some best practices that we recommend you implement to help manage Klarna dispute levels and avoid any unnecessary business disruptions:

• Manual Capture : If you usually (60%+ of your orders) need more than 4 days to prepare and ship out goods, please use manual capture instead of auto capture and capture the transaction when order shipped or going to be shipped in next 96 hours. Note that manual capture is not available if you integrate via Shopify.

• Shipping and Website description:

  • Tracking information: Share tracking information upon capture . We recommend you cancel an order if shipping information cannot be provided within 96 hours after capture.
  • Website description:
    • Thorough Cart Page: The cart page is a great first place for customers to get shipping information such as:
      • Shipping options & costs
      • Additional shipping or customs fees
      • Estimated arrival time
    • Send Confirmation Emails: Providing information to customers upfront can reduce errands. It is best practice to send customers confirmation emails when:
      • The order has been placed (order confirmation)
      • The order has been shipped
    • Clear Shipping Information: Share easy-to-locate details for customers to check. We recommend clearly stating in your website’s FAQs:
      • Order processing time prior to shipment
      • Typical shipping timeline
      • Typical delivery timeline per country / region
      • How you provide the tracking ID
    • Effective “Goods Not Received” Support: Give customers the ability to easily report goods not received issues. We recommend:
      • Provide the reporting process via a dedicated email address or user-friendly form
      • In website FAQs, explain how customers can report a problem or return and its process
      • In website FAQs, inform customers when and how to contact Klarna
    • Knowledgeable Customer Service: Ensure your representatives respond to inquiries within 2 business days and that they can provide:
      • Order and delivery confirmations
      • Expected delivery timelines / tracking ID
      • How to report issues with you
      • When and how to contact Klarna
    • Accurate Product Descriptions:
      • Provide detailed and accurate product descriptions, including specifications and high-quality images. This information should be visible to customers while shopping and during checkout.
      • Define Faulty Goods:
        • Provide a clearly stated policy that defines faulty or defective goods
        • Explain how you handle these situations
      • Provide Reporting Process: Customers should be able to easily report faulty or defective goods:
        • Through their account
        • By contacting your customer service
    • Swift Resolution: You should swiftly process customer requests for faulty products by:
      • Issuing a refund
      • Sending a replacement at your own expense
      • Customer Service Support: Your customer service should be responsive and provide a first response within 2 business days to address any questions or concerns about product quality, incorrect items, and refund confirmations. You should be able to take necessary actions to correct any issues.
• Website Compliance:
  • Please make sure your website is well established based on Klarna’s requirements locally
    • US website requirements
    • EU website requirements