As some of you are probably aware, Klarna has recently introduced dispute fees. They now charge a dispute fee if you fail to resolve your disputes/inquiries within 21 days after the customer raised the dispute/inquiry.
If you manage your payments via Klarna directly, you can easily handle such dispute cases via the Klarna merchant portal. However, suppose you process Klarna payments via Shopify payments, as we do. In that case, you don’t have access to the Klarna merchant portal since Shopify doesn’t provide merchants with the dedicated Klarna ID, which is necessary to log in.
This raises the question: how am I supposed to process/handle inquiries like the one in the picture below?
I have talked to many Shopify & Klarna reps, yet none of them could help me with this simple question. Instead, I receive replies such as this one from the Shopify payments team:
If your team and the customer cannot reach a solution on your own within the given resolution time, Klarna will step in to investigate and at that time your team will receive an email.
The problem is that Klarna will most likely already charge a dispute fee at this stage. Not to mention that the inquiry amounts always show the total amount of the order, even in cases where customers only partially returned their order. I have also never received an email from Klarna thus far, even though they have the correct email address on file.
I would appreciate it if someone could help me with this.
We’re working with Shopify to improve the wording on this banner, as it is just a notification that a customer has indicated there is an issue with their order.
At this point in the dispute process, we encourage the customer to reach out to you, the merchant, to resolve the problem with their order. If you see this banner on an order we encourage you to pro-actively reach out to the consumer to address their concerns. If the dispute remains unresolved we may eventually reach out via email for more information regarding the order.
Thank you for your reply. This has been a long time coming. However, there are still a few questions from my end.
Why does the inquiry banner always show the total order amount instead of the amount in question? For instance, a customer orders four items & returns one. In that case, only the value of that one item should show, right?
When you say, "If the dispute remains unresolved we may eventually reach out via email for more information regarding the order, " does this mean that Klarna would already charge a dispute fee at this stage?
I’ll raise your concern regarding the full order_value in the banner - the dispute is registered on an order level, and this is simply communicating that. We’ll see what we can do to adjust this messaging to make that less confusing.
After the email is sent we may apply a fee, but not in all cases. Details on when a fee may be applied are defined publicly in our documentation here.
We have never had any issues with Klarna, but you cannot expect us to "proactively reach out" to every customer who has paid via Klarna & reported a return. Why don’t we get access to the Klarna portal to handle inquiries? I don’t understand why everything has to be so intransparent for merchants using Klarna via Shopify payments. The communication & support in that regard has been beyond terrible so far.
Klarna & especially Pay Later has been very popular with our customers for a long time now & up until now, Klarna support never had to reach out to us regarding a customer inquiry. So all I want is to make sure this stays this way.
PS: Regarding the banner - do you update the “inquiry submitted” status once an inquiry has been closed? From what I see, the yellow tag remains, even though some inquiries should already be closed.
You’re welcome to not proactively reach out if you don’t wish to. The banner is just there to inform you that a customer has raised an inquiry on the order that will need to be resolved.
Any inquiry raised by a customer - be it dispute or return - results in the customer being directed to the merchant to resolve the issue. It is only if the issue hasn’t been resolved for a significant period that we reach out to assist in resolving the issue.
I will raise the issue of the banner persisting after an inquiry is closed and see what can be done to resolve that as well.
I would have a question adding on to that topic. We are facing similar issues!
Do you also get those notifications sent via mail? And if so, does anyone know how to change the receiver mail address, as we want to change it to one of our customer service team members.
For updates to data stored in Klarna for Klarna as a payment method integrated within Shopify Payments, Shopify merchants should request the change from Shopify support, e.g. https://community.shopify.com/post/1572287
For Klarna as a direct, additional alternative payment method integration (not within Shopify Payments), merchants can request changes directly from Klarna, e.g. by emailing skosm@klarna.com
