Integrate Klarna webhooks and the Dispute API to receive real-time dispute notifications, track lifecycle stages, and respond efficiently for timely resolution.
Managing disputes effectively requires a systematic approach to ensure timely and accurate responses. Below are the key steps to manage disputes using Klarna’s tools and resources.
Klarna webhooks allow you to receive real-time notifications about dispute activities. This proactive communication enables you to respond swiftly to any dispute-related events, minimizing the risk of delayed responses or escalations. As soon as you receive a notification, evaluate the information and prepare to take the necessary actions, whether it’s gathering evidence, reviewing the dispute, or preparing a response. Dispute webhooks are categorized into two main types: state changes and updates.
Enablement of webhooks allows for:
- Immediate awareness of dispute events.
- Reduced response times.
- Proactive management of disputes before they escalate.
More information on setting up webhooks is available in Subscribing to webhook events.
State change webhooks notify Partners of transitions between dispute states as part of the dispute lifecycle.payment.dispute.state-change, tracks transitions between dispute states below:
| Event | Webhook Name | Expected Action |
|---|---|---|
| Dispute created | payment.dispute.state-change.pre-arbitration | Dispute transitions to pre-arbitration as the dispute has been submitted to Klarna. The partner should review dispute details. |
| Dispute in arbitration | payment.dispute.state-change.arbitration-pending | Dispute transitions to Arbitration Pending when the normal deadline for resolution has expired. Prepare additional evidence if needed. |
| Evidence requested | payment.dispute.state-change.merchant-evidence-pending | Transition to Merchant Evidence Pending when Klarna requests additional information from the Partner. Submit required documentation via API. |
| Partner response | payment.dispute.state-change.arbitration-pending | Transition back to Arbitration Pending when the Partner replies to the request for evidence. Await update from Klarna upon review of evidence. |
| dispute Closed | payment.dispute.state-change.closed | Indicates the final resolution of the dispute.. Review final outcome and update records. |
Update webhooks provide notifications when dispute details or evidence have been updated, helping partners ensure timely responses and evidence submissions. payment.dispute.updated notifies when dispute details or evidence have been updated, helping partners ensure timely responses and evidence submissions. Events are:
| Event | Webhook name | Expected action |
|---|---|---|
| Deadline extension | payment.dispute.updated.arbitration-deadline-extended | Communicates an extension of the deadline for the Partner to respond. |
| Dispute amount updated | payment.dispute.updated.disputed-amount-updated | Notifies changes to the disputed amount or currency. |
Guidance on the presentation of Disputes within your dashboard to come in subsequent releases.
Enabling partners to respond to disputes directly through their existing systems streamlines the dispute management process. This approach ensures that responses are timely and that all required evidence and information are submitted efficiently.
- Integrate response capabilities: Ensure your dispute management infrastructure is integrated with Klarna’s Dispute API, allowing partners to submit their responses directly through your system.
- Submit evidence and responses: Partners should be able to upload relevant evidence—such as shipping receipts, tracking numbers, and customer communications—directly through your system. This information is then transmitted to Klarna for review.
- Monitor submission status: Keep track of the status of submissions to ensure all required documentation has been successfully uploaded and received by Klarna.