Klarna Docs - Disputes App in Merchant Portal

Disputes App in Merchant Portal

In this article you will find an overview of all features provided in the Merchant Disputes App and how to handle/ respond to disputes.

On the Disputes App homepage, you are presented with a clear overview of all your dispute requests. The dispute requests are sorted by deadline. Therefore, the disputes with the closed deadline will by default always appear on top of the list.

To narrow down your search you have the following options:

  • Use the search field to search for e.g. a specific dispute ID or order number (merchant reference 1 & 2)
  • Filter by merchant:ID/store name if you have multiple merchant:IDs connected to your Disputes App
  • Filter by Dispute Reason, if you for example only want to focus on responding to ‘return’ disputes
  • Filter by Deadline, if you only want to look at dispute requests within the specific deadline time frame
  • Filter by Assigned user, if you want to only see disputes that you handle or disputes that are not assigned to anyone yet
  • Filter by Status, if you for example only want to see ‘closed’ dispute requests
Disputes App Homepage

While you have a full overview of all disputes on the Disputes App Homepage, you can also go into one of our sub-pages to focus on the most urgent disputes.

  • ‘Unauthorized purchases’ Page
    As ‘Unauthorized purchases’ disputes have a higher urgency to be solved, we did not just implement a lot of extra logic in terms of deadlines and reminder notifications being sent but we also dedicated an extra page in the app that focuses on only highlighting those disputes.
  • ‘Expires Soon’ Page
    The ‘Expires soon’ page provides you with an overview of all dispute requests that have a deadline < 72h. This way we want to ensure that you do not miss the dispute request deadlines which would resolve into a merchant chargeback.

Export results (as CSV)

In order to store general information for each of your dispute requests you simply need to click on the ‘Export results’ button to download the data. If you only want to download information for a specific group of disputes (e.g. only closed disputes) you only need to set the filters accordingly before exporting the results.

Download disputes data as a CSV document

Each dispute is attached to 1 out of 6 statuses. Each status represents/belongs to a different part of the dispute life cycle. Further, each dispute can receive multiple requests, and thus the dispute can move backward in status. However, a dispute will always just have 1 unresolved request towards the merchant at a time. A second (or 3rd +) request will only be sent after the merchant responded.

  • Unresolved: If we need your input in order to solve a dispute, we will send a dispute request to you. Once the dispute request is sent, it will appear in the Disputes App with the status ‘unresolved’. Every dispute that has a dispute request that was not yet answered by you will be represented with that status. ‘Unresolved’ is the only status that requires you to perform an action (in form of a response). Further, each ‘unresolved’ dispute has a deadline until when you have to respond to the request.
  • Replied: Once you responded to the dispute request, the status of the dispute will change to ‘replied’. At this point, there is no further action needed. Be aware, after you send your initial response, you only have 60 more minutes to submit a second response in form of a comment and/or attachment. Afterward, the dispute will be picked up by 1 of our agents. If the agent decides that further information is needed in order to solve the case, he/she will send another request for the same dispute. In that case, the dispute will be moved back to the status ‘unresolved’ with a new deadline, waiting for you to respond to the new request.
  • Loss accepted: In some cases, you might not want to spend the HR costs on investigating the dispute. This could either be because you know that you will receive the chargeback anyhow (e.g. goods have never been sent) or you would be able to defend the case but the costs of investigation are higher than the costs of receiving a chargeback. In that case, you can simply accept the loss for a dispute and we close the dispute with the activation of a chargeback for the dispute value towards you.
  • Deadline expired: If you did not reply to the dispute request before the deadline expired, the dispute will move to the status ‘deadline expired’. At this point, you can no longer respond to the request. An agent will pick up the dispute and close the case with the activation of a chargeback towards you (unless your contract holds a different agreement). 
  • Resolved: The dispute decision was made and the case got closed by our Klarna agents. If the dispute was solved in favor of the merchant, the status ‘resolved’ will appear. This means that you, the merchant, won the dispute and the invoice towards the user gets reactivated. Once a dispute is ‘closed’ it will remain visible in the API for 30 days. After those 30 days, we will remove the case due to GDPR.
  • Chargeback: The dispute decision was made and the case got closed by our Klarna agents. If the dispute was solved in favor of the user, the status ‘chargeback’ will appear. This means that our Klarna agents activate a merchant chargeback. Once a dispute is ‘closed’ it will remain visible in the API for 30 days. After those 30 days, we will remove the case due to GDPR. 
Filter by status to only see a specific set of disputes

As an administrator of the Merchant Portal account, you will be able to see the settings page in the Navigation bar on the left side. When clicking on the ‘Email Settings’ you will be directed to the Disputes Settings page. The Disputes Settings page is divided into 2 tabs. The tab ‘Disputes’ displays the email addresses that you provided to Klarna for all general disputes. In this tab, you have an overview of all merchant:IDs (stores) that are connected to the Disputes App as well as the dispute contact information for each merchant:ID. By clicking on the ‘edit’ button you are able to adjust the contact information at any point in time for each merchant:ID.

Update your reminder-email contact information at any point in time

In order to respond to a dispute request, you have to click on a Disputes ID on the Disputes App homepage. By doing so you will be directed to the disputes detail page. On the detail page we display:

  • By clicking on the Klarna Reference a new window will open that displays the order page to which this specific dispute belongs to
  • 'Assign user' functionality, which allows you to assign/ unassign users to a dispute
  • Disputed products section, that shows you which items of the order are disputed
  • Order details such as merchants references, as well as capture and order information
  • Customer Information (name and email address) should make it easier for you to identify if you have already been in contact with that user regarding this specific dispute

Respond to your dispute in the Dispute Detailpage

Respond to a dispute

The following information is displayed to /required from you for each request in order to solve the dispute.

  • Deadline: Always displayed for unresolved dispute requests
  • Requirements: Requirements are mandatory to fill out in order to submit a response. However, which of the pre-defined information will be required depends on the dispute and which information was already provided by the consumer. The amount of required input fields can vary from 0 to 5 for all general disputes. For ‘unauthorized purchases’ disputes the input fields are always pre-defined and depend on the order type you select in the response section of the disputes detail page. Requirements that can be requested:
  • Comment: An agent will add a comment if he/she wants to request further/ not predefined information or wants to provide you with already gathered input. Thus, a comment will not appear for every dispute request. On the other hand, you can add a comment in the response section to respond to requests that have not been covered in the requirements. 
  • Attachment: An attachment (if provided by the consumer) can be displayed by the agent to provide further information to you. Further, when responding to a request you can always add multiple attachments (max. 7,3 MB per attachment).

Accept the loss for a dispute

If you for any reason don't want to invest the HR time (and therefore cost) to investigate a dispute case you can simply accept the loss for a dispute on the disputes detail page. To do so, you simply need to click on the ‘accept loss’ button on the top right corner of the disputes detail page and once again confirm the action when the ‘accept loss’ overlay appears.  Once you accept the loss, the case will be sent to be picked up by our agents, who will close the dispute with the activation of a chargeback towards you.

Dispute was closed

Once a dispute is closed a ‘closing section’ appears on top of the detail page. This section displays:

  • Closing date & time, 
  • Closing status (resolved or chargeback) 
  • Closing reason (e.g. merchant informed about invalid return)