The only time you need to do something outside of Dintero's ecosystem is when you get a dispute through Klarna. You will automatically be notified 72 hours before a dispute response is due.
⚠️ Important: If you fail to comply with Klarna's dispute handling requirements, you will lose the dispute and get a chargeback, meaning you lose the entire transaction amount plus a chargeback fee of 150 NOK / SEK.
Therefore, make sure you follow the instructions below.
Dispute reasons
End-customers can file a dispute for several reasons:
- Returns - a Customer returns the full or a part of their order. More information about Klarna's Return Instruction can be found here.
- Goods not received - a Customer did not receive full or parts of their order.
- Faulty goods - a Customer received an item that is broken, parts of it are missing or deviate significantly from the description. For information about what qualifies as "Significant deviation", please see our Merchant Protection Program.
- Incorrect Invoice - a customer claims to have received an invoice that is incorrect, for example, missing discounts or items on the invoice are incorrect.
- Unauthorized purchases - a customer reports they have never made the purchase.
- High-risk orders are not considered to be actual disputes, since these are not raised by our customers. These orders have been identified as potentially high risk, based on Klarna's internal alarm and flagging systems, set in place to protect you from potential fraudulent activities.
What you need to do
For "Goods not received", it is required that you as the merchant not only upload your Tracking URL, and Shipping provider, but also provide screenshots from the shipping provider that includes:
- Date of delivery (YYYY-MM-DD) and delivery status; and
- An address for the recipient showing the city/province, city/country, postal/zip code (or
international equivalent), street name & number. The address needs to match the shipping
address approved at the point of checkout; and - Full name of the person who ordered the goods that matches the person’s name approved
at the point of checkout; and - Full name of the recipient that the order was delivered to. For contactless* deliveries, a
recipient name is not required, and - Tracking ID for the shipment of the last mile carrier.
Flow for goods not received, faulty goods, and incorrect invoice
Below is the flow for what happens when the customer files a dispute for goods not received, faulty goods, and incorrect invoice.
For more details, read Klarna's own Merchant Protection Terms.