In this article, you'll find a clear guide on what evidence customers need to raise a dispute.
Returns are an inevitable part of the purchase lifecycle. Handling them well ensures that customers maintain trust in you, the Merchant, and Klarna while minimizing errands and disputes. Below you, the Merchant, will find best practices for handling returns and fees, and providing customers up front information and communication.
To enhance your customer's return experience and prevent disputes, we recommend implementing the following steps:
By following these steps you, the Merchant, can make the return process more transparent and user-friendly, leading to improved customer satisfaction and fewer disputes.
In the world of online shopping, providing accurate and transparent information to customers is paramount. This section emphasizes best practices for you, the Merchant, including tracking information sent to customers, efficient order handling, and the importance of effective communication on your website. By prioritizing these aspects, you can significantly improve customer satisfaction, reduce disputes, and enhance their operational efficiency.
Prioritizing well organized order and delivery handling can help prevent goods not received, thus reducing errands and disputes. We recommend the following best practices:
Faulty products, or significant deviations, can taint the shopping experience and negatively impact customers trust in you, the Merchant, and Klarna. In this section we highlight key areas for you, the Merchant, to ensure product quality and customer satisfaction. Accurate product descriptions, a precise definition of faulty goods, and a simple reporting process empower customers to make informed decisions. Through evidence submission and swift resolution, partners should address issues efficiently, either offering refunds or replacements.
The following best practices will help drastically reduce customer complaints around faulty goods disputes:
When customers purchase online it’s important to be transparent and ensure that they know what they are paying for. When a customer has completed their order, they do not want any surprises when they see the invoice later on. Customers need to understand what items have been added to the cart. In the event of upselling you, the Merchant, has to make sure that the customer is aware of what is happening, can see the added products and prices in checkout. If hidden fees are added to the total order amount, or if it’s not clearly stated that a discount has been added, questions will most likely be directed to Klarna and you, the Merchant. Not only does this confuse customers, it can also make them lose trust as they might feel that they have been fooled. Because of this, it’s important for you, the Merchant, to ensure a detailed checkout summary. By following these best practices the partner can reduce both operational costs and disputes.
The following best practices will help drastically reduce customer invoice questions and incorrect invoice disputes:
When a customer raises a dispute, they need to provide Klarna with valid evidence to support their claim. The specific information required varies based on the nature of the dispute (dispute reason) to ensure it is relevant to the issue at hand.
If the necessary evidence is provided and the matter is not resolved between merchant and customer within the set timelines, an investigation might be initiated from Klarna's side and the dispute will show for you under "Open disputes"
in the Disputes App when you are using the Merchant portal App flow, on the other hand, if you are using the email flow you will receive an email with a link to the webform.
We will request the shipping information (shipping date, carrier, and tracking number) and the proof of delivery from you (including delivery time, address, and name of receiver). In addition you will be asked to select the delivery method that suits your order.
These have been categorized into three categories:
Each category includes requests tailored to get the most relevant information pertaining to your dispute. Please note that you should only select the category that applies to your order.
For Goods not Received
disputes the main piece of evidence is a valid Proof of Delivery (POD). This document provides us with enough detail to confirm the goods have been correctly delivered to the customer as ordered. Depending on the type of goods and how they are delivered this POD can look different. We expect you to provide a POD as an attachment, it is not sufficient to provide a tracking link. The POD must meet the requirements set out in the Merchant Protection Program.
Klarna cannot accept other evidence on its own, for example forwarding emails from customers saying they received the goods. You can of course provide this in addition to a POD, but without a valid POD the dispute will be decided in favor of the customer.
In general if the customer does not accept the delivery of the order or does not pick-up the goods, they will be sent back. However, this is not a valid use of the right of withdrawal (in the EU) nor is it considered a valid return. The customer is expected to accept delivery and follow the right of withdrawal and/or the store's return policy. If a customer has not accepted the delivery make sure this information is included either in the POD or in the response to Klarna.
Category | Documentation |
---|---|
Physical goods | The tracking ID of the delivery |
Physical goods | The address to which the order was delivered |
Physical goods | The Date the order was delivered |
Physical goods | The delivery status of the parcel (optional) |
Physical goods | One piece of additional evidence to prove the entire order was delivered. Options include, but are not limited to, packing list or delivery note, weight of items and parcel etc. |
Physical goods | A signature from the customer showing the item was received (for orders >750 EUR) (optional) |
Intangible Goods | The date the order was sent |
Intangible Goods | The email address the order was sent to (optional) |
Intangible Goods | The IP the order was sent to (optional) |
Intangible Goods | Any evidence the item was received, accessed or used (optional) |
On Demand/Food Delivery | The customer's name (optional) |
On Demand/Food Delivery | The customer's name (optional) |
On Demand/Food Delivery | The date and time of delivery (optional) |
On Demand/Food Delivery | The delivery status of the parcel (optional) |
On Demand/Food Delivery | The address to which the order was delivered (optional) |
On Demand/Food Delivery | The delivery choice (optional) |
Request | Response options |
---|---|
Tracking ID | (Open text field) |
Which shipping company was used? | (drop-down) |
Shipping date | (dd/mm/yyyy) |
Add reply | (optional - open text field) |
Add proof of delivery (max. 7.3MB) | (mandatory) |
Attachment (max. 7.3MB) | (optional) |
These are usually the most complex disputes. Questions we commonly ask are “Have you been in contact with the customer?” and “Have you come to an agreement?” (such as refunding the faulty goods or resending the product).
Accepted evidence includes:
Request | Response options |
---|---|
Add reply | (optional - open text field) |
Attachment (max. 7.3MB) | (optional) |
We will request evidence from you to prove that the invoice is correct. This dispute reason can include a variety of scenarios, including missing discounts, wrong price, return not registered, cancellation or invalid fees. For example if a customer claims that a discount is missing (backed up by evidence) you need to prove why the discount was not applicable.
Request | Response options |
---|---|
Add reply | (optional - open text field) |
Attachment (max. 7.3MB) | (optional) |
We will ask you if you received the return. If you did, please make sure to adjust the invoice of the related order. If you received the return but do not accept it, make sure to explain your reasoning in the comment section (´Add reply´). If you have not received the return, but the customer used your return label, please check on the status and give a more detailed response than return not received. If the customer used your label, you are liable for the return, even if it is lost in transit.
If you have more information about the return, for example the tracking ID belongs to a different order, an empty box was returned, wrong items were returned, etc. please make sure to clearly state this in your response. If you provide customers with a pre-paid return label and the customer has not used it, please include this information in your response.
Please note that if you select the option indicating that you will make adjustments to the statement you are committing to performing a refund equal to the disputed amount. If you do not perform said refund within 96 hours of responding, we will perform an automatic chargeback of the disputed amount.
Request | Response options |
---|---|
Have you received the return?* |
|
Add reply | (optional - open text field) |
Attachment (max. 7.3MB) | (optional) |
When a customer raises a dispute, they need to provide Klarna with valid evidence to support their claim. The specific information required varies based on the nature of the dispute (dispute reason) to ensure it's relevant to the issue at hand. If the necessary evidence is provided and the matter isn't resolved within the set timelines, an investigation might be initiated.
Once the customer has agreed to the conditions to raise a dispute Klarna will request further information regarding the Merchant contact. In this step, the customer provides Klarna with a basic Proof of contact.
Question | Response |
---|---|
“When did you contact the store?” | (not possible to select dates before capture) |
“How did you contact the store” |
|
“What was the store’s response?” |
|
“Proof of contact & response” | (recommended but not mandatory at this stage of the process) |
Once the customer has provided Klarna with a basic Proof of Contact they need to provide information specific to their problem. Below is a breakdown per dispute reason.
Customer issue | Requested information |
---|---|
I refused the delivery | N/A (Customer instructed to contact the Merchant) |
The item hasn't reached me |
Yes
No
|
"The item was delivered to the wrong shipping address" |
|
"The item was not available during a store pick up" |
|
"I missed to pick up my item" |
|
Customer issue | Requested information |
---|---|
"I received a damaged or defective item" |
|
"I received an item that has missing part(s)" |
|
"I received an item that is not as described" |
|
Costumer issue | Requested Information |
---|---|
"My item amount is wrong" |
|
"Discount was not applied" |
|
"Shipping Fees is wrong" |
|
Other |
|
Before being able to report a return the customer is obligated to confirm the conditions listed below:'
Costumer issue | Requested information |
---|---|
"What do you want to return?" |
|
"The item was returned by mail" |
Yes
No |
"The item was returned in-store" |
|
"I have not returned the item(s)" | N/A (Customer informed of Timeline to initiate a return) |