We used to press the “Respond to the request button” and answer the dispute no problem.
But one day, it just stopped working. Now it looks like this everytime we press the respond button
We have tried everything, another browser, another computer, resetting cookies and browser history.
And we have talked to klarna and shopify customer support more than 20+ times combined.
Klarna tells us that we need to talk to shopify. Shopify tells us that we need to talk to klarna. Every single time.
Because we are unable to answer any dispiutes we lose every single dispute case. Costing us a looot of money.
Does anyone know what to do? Could someone from klarna or shopify please reach out to us to help us solve this!
This happens over multiple stores, so its not just one store. This happens to older cases and as well to cases we just recieved 2 minutes ago. Its every single case.
Would really appreciate some help here, we are getting really frustrated since no one seems to be able to help and we are just bouncing between klarna and shopify and it seems nobody wants to deal with this issue
Do you know if other Klara users are experiencing this issue, or only you/ stores you are managing? Where Klarna able to offer any possible explanation as to why the links are no longer working correctly? Are you able to query your store your see if the disputes are accessible by API? There is a disputes field on the Order resource, so you could at least be able to check if Shopify is correctly recording dispute ID/ status etc.
A query could look something like this, and could be made with the GraphiQL app:
query {
orders(first: 10) {
edges {
node {
id
name
createdAt
paymentGatewayNames
disputes {
id
initiatedAs
status
}
}
}
}
}
I dont know if anyone else is experiencing this issue. It used to work for us but one day just stopped working.
Klarna has not offered any explanation or solution except informing me that shopify needs to contact their klarna contact person.
Shopify support chat refuses to realise this and they say that we need to contact klarna.
We are able to see the disputes on the order but the only way to access the disputes is the link in the email. Which klarna informs about in their email.
Here is an example of what it looks like:
This dispute is an example that we easily would have won but now we least 60.90 euro due to not responding, leading to klarna siding with the customer.
We need to get in contact with shopifys klarna contact person. This seems impossible to do through the customer support channel so i hope this forum could be a way to get in contact with someone higher up in shopify.
No. Shopify cases keeps being closed and they tell us to contact klarna. Klarna has contacted shopify and shopify actually reached out to ask if we tried another browser… Other than that, nothing happened yet.
