I use Shopify Payments on my store, with Klarna integrated. This setup allows me to accept orders paid through Klarna without being a direct Klarna merchant or having access to their merchant portal. Everything has worked smoothly so far, and I’ve received any disputes via email.
However, for the past 4–5 days, I’ve been unable to open any dispute links included in the emails. When I click on them, I get a message saying “Dispute Not Found”. Despite this, I still receive emails about upcoming deadlines, and shortly after, I’m notified that the disputes have been decided in the customer’s favor—without me ever having a chance to respond. This is causing significant losses, as I’m unable to take any action to resolve these disputes.
I’ve contacted Klarna, but they’ve informed me that they cannot assist since I use Klarna through Shopify Payments. Unfortunately, Shopify has also not been helpful. I currently have an open support ticket marked as urgent that has gone unanswered for 5 days. I’ve also reached out to live chat support daily and asked advisors to add notes to the ticket, but there’s been no progress.
If anyone has experienced this issue or knows who I can contact to get proper assistance, I would really appreciate any advice.
Here’s what’s worked for other merchants in your shoes:
Bypass the email links
All Klarna disputes raised through Shopify Payments show up in your Shopify admin—even when the email URLs break. Go to Settings → Payments → Shopify Payments and click Disputes (or from Finances → Payouts, click Dispute details on the relevant payout). You’ll see the same case information and can submit your evidence there.
Escalate through the correct Shopify channel
Because Klarna disputes are handled by Shopify Payments, you need to use the Shopify Help Center under “Issues with Shopify Payments” rather than Klarna’s portal. When you submit a new support request, choose “Payment disputes” and note that email links aren’t working. That flags it as a higher-priority technical issue on their end.
Leverage live-chat or request a callback
If your open ticket has gone silent for days, jump into live-chat again, ask to speak with a Payments specialist, and request a callback under the “urgent merchant-impacting issue” tag. Make sure they add your comments directly to the support ticket—this often shifts it up in their queue.
Loop in a Shopify Partner or Merchant Success rep
If you’re working with a Shopify Partner or on Shopify Plus, having your Partner Manager or Merchant Success team nudge the Payments engineering team can shortcut the process. Even on Standard plans, you can ask your agency or freelance developer (that’s me!) to escalate on your behalf.
Let me know if you’d like a hand navigating the admin, pulling your dispute history via the API, or escalating directly with Shopify Payments—I’ve assisted many stores get timely dispute responses and would be happy to jump in.