Klarna disputes on Shopify UK: how to respond and win

Send Klarna your best evidence too early and it will be ignored. Send it too late and the dispute is lost by default.

Klarna disputes on Shopify UK run in two phases. During the inquiry, you talk to the customer or refund, because Klarna takes no evidence yet. If it escalates to a chargeback, Stripe's documentation gives you 12 calendar days (5 for fraud) to upload proof of delivery. Miss that window and Klarna rules for the customer.

Last updated: 9 October 2026. Written by the ChargeFix team.

The 30-second answer (TL;DR)

• Klarna disputes on Shopify UK do not follow the card route: Klarna is a buy now, pay later provider, not a card scheme. Its disputes run through Klarna's own portal or API, on Klarna's own clock, not through the usual card chargeback form. How Klarna is connected to your store decides which screen you see.
• In Klarna disputes on Shopify UK the customer is sent to you first. Klarna says a customer who opens a dispute is guided to resolve it with the merchant before Klarna steps in, so your first reply is the cheapest chance to end it.
• Refunding during the inquiry stage of a Klarna dispute on Shopify avoids a dispute fee and stops it escalating, according to Stripe. Once it becomes a chargeback, refunds are no longer possible on that route.
• For "not received" disputes, valid proof of delivery is the main evidence. Klarna says it cannot accept other evidence on its own, such as a forwarded email from the customer saying the goods arrived.
• If you propose a partial refund in a Klarna response, Klarna may reject it and decide for itself, which could mean the full amount goes back.
• A customer's bank can raise a card chargeback separately, and Klarna says that kind of escalation is immediate. Keep your evidence ready before anything lands.
• The clock for Klarna disputes on Shopify UK differs by route: Stripe documents 21 days for the inquiry and 12 for a chargeback, while the Kustom portal help page describes 35 days for the inquiry. Always work to the due date you can see.

From dispute to decision

Stage	What happens	What you do
Customer contacts you	Klarna guides the shopper to resolve the problem with you first.	Reply fast. Fix it, refund, or ask a clear question.
Inquiry	Klarna investigates only after the direct-resolution deadline passes. No evidence is accepted on Stripe's route.	Talk to the customer. Refund if the order is small or the proof is thin.
Escalation to chargeback	Unresolved inquiries become a chargeback after 21 days (Stripe) or 35 days (Kustom portal).	Check your portal or dashboard the same day.
Evidence window	12 calendar days on Stripe's route, 5 for fraud.	Upload proof of delivery and supporting evidence.
Decision	Klarna reviews and rules. You can appeal in the Klarna Dispute API flow.	Accept the result, or appeal with a clear summary of the error.

How do Klarna disputes on Shopify UK work from start to finish?

In most Klarna disputes on Shopify UK, a shopper tells Klarna there is a problem. Klarna sends them to you first. If you and the customer do not resolve it within the set deadline, Klarna investigates, asks you for evidence, then decides. If the decision goes against you, you may incur a chargeback. A customer's bank can also raise a card chargeback separately.

Klarna disputes on Shopify UK sound close to a card dispute, but the details differ in ways that cost merchants money. Here is the flow described in Klarna's own documentation:

1. The customer opens a dispute with Klarna and is guided to reach out to you directly.
2. If you do not settle it before the deadline, Klarna's support team investigates and may ask you for information.
3. Klarna reviews what you send and rules for you or the customer.
4. If it rules for the customer, you receive a chargeback on the order.
5. The merchant may appeal a decision by giving a summary of the error and supporting evidence, in the API flow.

For Klarna disputes on Shopify UK, Klarna also limits how often a customer can dispute and re-dispute an order, and a customer who wants to present new evidence can reopen a case in some situations. Klarna says there are a few exceptions where it must raise a dispute outside those limits.

Where you see Klarna disputes on Shopify UK depends on how Klarna is attached to your store. Merchants using Klarna's own tools see a Merchant Portal disputes area. Merchants whose Klarna payments run through a payment provider may see disputes in that provider's dashboard instead. Klarna's help pages for its portal, Stripe's documentation and an acquirer's documentation all use slightly different language and different clocks.

We have not reviewed how a Shopify admin surfaces Klarna disputes, whether Shopify handles Klarna evidence in the same way as card chargebacks, or what fees Shopify applies. Treat what you see in your own admin, portal or email as the final word on deadlines for Klarna disputes on Shopify UK.

If you want a card-focused starting point, read our Shopify chargebacks UK guide. Come back here for the Klarna-specific rules.

What happens at the Klarna inquiry stage, and should you refund?

In Klarna disputes on Shopify UK, the Klarna inquiry stage is a conversation window, not an evidence window. Stripe says Klarna does not accept evidence during the inquiry stage, and that you can only submit evidence after it escalates to a chargeback. So use the inquiry to settle the matter, or to prepare evidence quietly.

That changes how you should spend the first week of Klarna disputes on Shopify UK. Many merchants spend it building a perfect evidence pack that Klarna will not read. A better use of the time:

• Reply to the customer within one working day, with a specific answer.
• Check the order: delivery scan, address, return status, refund status.
• Decide whether to refund, using the break-even sums later in this post.
• Put your evidence in a folder, ready for day one of a chargeback.

Stripe adds an important point: refunding during the inquiry period avoids a dispute fee and prevents the inquiry from being escalated to a chargeback, and refunds can no longer be performed after the inquiry escalates. That makes the inquiry stage your last cheap exit in Klarna disputes on Shopify UK.

There is a trap on the other side. If the inquiry sits for 21 calendar days on Stripe's route, it escalates by itself. The Kustom help page describes 35 days. An unread email or an unmonitored portal is how a free inquiry turns into a chargeback.

Use this checklist the day an inquiry arrives for one of your Klarna disputes on Shopify:

• Note the date, the order number and the reason the customer gave
• Find the due date or escalation date in your portal, dashboard or email
• Put a calendar reminder three days before that date
• Email the customer with a clear offer or a clear question
• Pull the carrier's delivery record, or the return scan
• Decide: refund now, or prepare to defend

How long do you have to respond to a Klarna chargeback?

On Stripe's route, you have 12 calendar days from the moment the dispute escalates to a chargeback, or 5 days for fraud disputes. If you send nothing, Klarna rules for the customer. Other routes differ, so read the due date in your own account before you plan anything.

Here is how the sources compare:

Source	Inquiry period	Evidence window	Notes
Stripe documentation	21 calendar days, then automatic escalation	12 calendar days from escalation, 5 days for fraud	No evidence accepted at inquiry. No evidence means Klarna rules for the customer.
Kustom portal help page	35 days, then it becomes a chargeback	Evidence can be submitted once it is a chargeback	A suggested outcome (partial refund) can be sent with evidence.
Klarna Dispute API pages	Resolution deadline set for merchant and customer	Remains in "merchant evidence pending" until you submit or the window expires	Appeals are possible with a summary of the error.
Acquirer documentation	Varies	Varies	One acquirer says Klarna disputes resolved at the information-request stage do not count toward its chargeback ratio.

The last row is an example of a rule that belongs to one provider, so do not assume it applies to you. Whether Klarna disputes count toward your own chargeback rate on Shopify is not covered in the sources we reviewed.

Weekends and bank holidays: we did not verify how they affect these due dates, so plan to submit early. Time of day and time zone of the cut-off are not covered either.

A practical rule for Klarna disputes on Shopify UK: assume the shortest clock. If your documents say 12 days, work to day 8. If they say 5 days for a fraud dispute, treat the first afternoon as day one.

What proof of delivery does Klarna accept under its Merchant Protection Program?

For "goods not received" disputes, Klarna says the main evidence is a valid proof of delivery that meets its Merchant Protection Program requirements, which is why the Klarna Merchant Protection Program matters before you pick a delivery service. Klarna also says it cannot accept other evidence on its own, for example a forwarded email from the customer saying the goods arrived.

For physical goods, Klarna's merchant guide asks for one more piece of evidence showing the entire order was delivered. For intangible goods, any evidence that the item was received, accessed or used helps, and that item is listed as optional.

What counts as valid proof of delivery under the Merchant Protection Program is set out by Klarna, and we did not review the full programme text. Ask Klarna or read the programme terms before you decide what service level to buy. Meanwhile, these are sensible building blocks:

Evidence	Strength	Notes
Carrier delivery record with a signature	Strong	A named person accepted the parcel.
Carrier delivery photo showing the parcel at the address	Strong	Dated and time-stamped by the carrier.
Tracking with a final delivered event	Medium	Needs the address match and any carrier note.
Customer email saying they received the goods	Supporting only	Klarna says it cannot accept this on its own.
Tracking that stops before delivery	Weak	Proves nothing about arrival.

For Klarna disputes on Shopify UK, delivery proof starts with your carrier. Royal Mail captures a photo on delivery for Tracked 24 and Tracked 48 where no signature is needed. Evri offers a Digital Signature add-on with photographic proof at 60p when we checked, and the price may change. We have not verified DPD's proof options, so ask your account manager.

In Klarna disputes on Shopify UK, Klarna requires that evidence is directly linked to the disputed Klarna capture. In plain terms, make sure the order number, amount and date in your evidence match the Klarna payment, and say which order you are defending at the top of every file.

For a wider look at delivery evidence, see proof of delivery for Shopify chargebacks.

What evidence wins each type of Klarna dispute?

Match your evidence to the reason the customer gave, because Klarna disputes on Shopify UK are judged reason by reason. A strong pack for the wrong question loses. The reason names differ between Klarna's portal, Stripe and acquirers, so use the table as a guide and read the exact request Klarna sends you.

What the customer says	What Klarna wants to see	Evidence to send
"I never received it"	Valid proof of delivery for the whole order	Carrier record with signature or photo, tracking, address match
"I returned it and got no refund"	That you received the return and refunded	Return tracking, receipt scan, refund record with date
"The item is not what I ordered"	That the item matched the listing	Listing, photos, packing notes, any customer messages
"I did not authorise this"	That the order was genuine	Order history, delivery to a known address, account history
"The invoice is wrong"	That the invoice is correct	Order confirmation, invoice, pricing at checkout
"I cancelled"	When and how cancellation was or was not valid	Cancellation policy, timestamps, correspondence

Klarna says it requests evidence tailored to the dispute category. For return disputes there is a specific wrinkle: Klarna's help page for its portal says a return dispute does not appear until the customer adds a tracking number in their Klarna app. So a customer can tell you they returned something before you have any dispute in front of you.

Whatever the reason, three habits help in Klarna disputes on Shopify UK:

• Open with a two-line summary of the facts.
• Put the strongest exhibit first and label every file.
• Do not accuse the customer of anything. State dates and point to exhibits.

How do you handle Klarna refund disputes and returns?

For Klarna refund disputes, the evidence is a chain: when the customer shipped the goods back, when the carrier delivered them to you, and when you refunded. Break the chain and you lose. In Klarna refund disputes, if you agree to refund, do it quickly, because Klarna describes an automatic chargeback if you miss its refund deadline.

In the Klarna merchant guide we reviewed, a merchant who agrees to refund must perform the refund within 96 hours of responding. If not, Klarna performs an automatic chargeback of the disputed amount. Confirm the exact rule on your own route before you rely on it.

For UK consumers, the legal frame matters too in Klarna refund disputes. The Consumer Contracts Regulations 2013 set a cancellation period of 14 days for distance sales. A trader must refund within 14 days of being told of the cancellation, or of getting the goods back or evidence of return. The consumer pays return costs unless you agreed to cover them. A trader may deduct for diminished value caused by unnecessary handling. This is general information, not legal advice.

Klarna's portal supports a partial refund proposal, called a suggested outcome, sent with your evidence and comments. If Klarna rejects it, Klarna makes its own determination from your evidence, which may result in the full amount being refunded.

Use a suggested outcome in Klarna disputes on Shopify UK when the facts support it. For example, a customer returns a coat that has clearly been worn and washed. You could propose a refund minus a stated deduction, with photos and your returns policy as exhibits.

Here is wording you can adapt for the suggested outcome:

Suggested outcome: partial refund of £[AMOUNT] of the £[TOTAL] disputed.

Reason: The return was received on [DATE] (carrier record attached). On inspection the item showed [DESCRIBE, e.g. signs of use beyond what is needed to inspect it], recorded in photos dated [DATE]. Our returns policy, published [DATE], states [RELEVANT LINE]. We refunded £[AMOUNT] on [DATE] and are happy to refund the remaining £[AMOUNT] if Klarna decides it is due.

Remember the risk in Klarna disputes on Shopify UK. A suggested outcome is a proposal, not a deal. Plan for the full amount going back.

Should you fight or refund Klarna disputes on Shopify UK?

Fight Klarna disputes on Shopify UK when your proof of delivery is strong and the order is worth it. Refund early when the order is small, your proof is thin or the customer's complaint is reasonable. The inquiry stage is the cheapest time to refund, so run the numbers before the dispute escalates.

Both examples below are illustrations with invented numbers. The arithmetic is checked.

Example 1: goods not received. A customer in Leeds buys a coat for £180.00 on Klarna. The coat cost you £70.00. They report it as not received. The carrier recorded delivery with a photo and a signature.

Outcome	Money kept from the sale	Goods cost	Net result
You lose	£0.00	£70.00	Minus £70.00
You win	£180.00	£70.00	£110.00 before postage and fees

The gap between winning and losing is £180.00. With a signed delivery record, this Klarna dispute on Shopify is worth defending. We left processing fees out because we have not verified how fees apply to Klarna disputes on Shopify.

Example 2: partial refund after a return. A customer returns a £95.00 jacket. It arrives marked and worn. You think a £25.00 deduction is fair for diminished value. The customer disputes the full £95.00.

If you propose a refund of £70.00 (£95.00 minus £25.00) and Klarna accepts, you are out £70.00. If Klarna rejects it and rules for the customer, you are out £95.00. The extra risk of proposing is £25.00. If you simply refund £95.00 at the inquiry stage, you are out £95.00 for sure, with no fee risk according to Stripe. If you think Klarna will uphold a deduction more often than not, proposing it is worth the gamble. If the evidence of wear is thin, refund in full and move on.

Situation	Suggested move	Reason
Signature or photo, address matches	Fight	Strong, specific proof.
Delivered scan only, order over £100	Fight, add checkout and policy evidence	Medium proof, enough at stake.
No delivery event	Refund or reship	You cannot prove arrival.
Return received, refund not yet sent	Refund now	A slow refund is easy to lose.
Worn item, clear policy and photos	Suggest a partial outcome	You have a basis for a deduction.
Order under £30, thin proof	Refund at the inquiry stage	Your time costs more than the order.

Whether a refund after escalation interacts with an open dispute in some other way is not covered in the sources we reviewed, so check with Klarna or your provider before you refund something already at the chargeback stage.

How do you respond to a Klarna chargeback day by day?

Work from the due date in your portal for every Klarna dispute on Shopify UK. If you have 12 days, use the plan below. If you have 5, run days 1 to 3 in one afternoon. Upload early, because after the window closes there is no second chance on Stripe's route.

Day	Task	Output
Day 1	Log the due date. Pull the order, tracking and customer messages. Read Klarna's request in full.	A folder and a reminder date.
Day 2	Check the proof of delivery against Klarna's requirements. Request missing carrier proof.	A gap list.
Day 3	Confirm the address, order number and amount match the Klarna payment.	A matching sheet.
Day 4	Decide: defend, suggest a partial outcome or accept.	A decision with a reason.
Days 5 to 6	Draft the response and label every exhibit.	A first draft.
Day 7	Read it aloud for repetition and gaps. Remove anything that does not answer Klarna's question.	A final pack.
Day 8	Upload via the portal, dashboard or API.	A confirmation and a saved copy.
Days 9 to 12	Spare days. Do not use them.	Buffer for errors.

Here is a response you can adapt for the evidence box of a Klarna dispute on Shopify UK. It states dated facts and points to exhibits.

Order [ORDER NUMBER], Klarna payment [REFERENCE], £[AMOUNT], placed [DATE].

Summary: The order was dispatched on [DATE] with [CARRIER], tracking [NUMBER]. The carrier recorded delivery to [ADDRESS] on [DATE] at [TIME], with [signature of NAME / photo of parcel at the address]. This is the address entered at checkout.

Exhibits, strongest first:
1. Carrier proof of delivery (screenshot dated [DATE])
2. Tracking history from collection to delivery
3. Order confirmation showing the delivery address
4. Our contact with the customer from [DATE] to [DATE]
5. Our shipping and returns policy, published [DATE]

We contacted the customer on [DATE] and offered [RESOLUTION]. We ask Klarna to review the exhibits above and rule in our favour on this order.

You will often need a first reply to the customer too. This short email works at the Klarna inquiry stage of Klarna disputes on Shopify UK:

Subject: About your order [ORDER NUMBER]

Hi [FIRST NAME],

I saw that you raised a question with Klarna about order [ORDER NUMBER]. I would like to sort it out directly.

Our carrier shows delivery to [ADDRESS] on [DATE]. Could you tell me what has gone wrong, for example whether the parcel was left somewhere unexpected or the item was not right? I will reply the same day.

If you would prefer a refund, tell me and I will start it straight away.

[YOUR NAME]
[STORE NAME]

Menu wording changes between providers, so for Klarna disputes on Shopify UK follow what your portal or Shopify admin shows for where to upload files. We did not verify file types, size limits or whether a submitted response can be edited before the window closes.

How do Klarna disputes differ from card chargebacks on Shopify?

Klarna disputes on Shopify UK follow Klarna's own rules, while a card chargeback follows card scheme rules. The evidence needed, the clocks and who decides all differ. A customer can also use both routes, which is why you should keep your evidence in one place.

Point	Klarna dispute	Card chargeback on Shopify
Who decides	Klarna	The card company or the cardholder's bank
Where you respond	Klarna portal, API or provider dashboard	The order's chargeback response form
Evidence at the start	Not accepted at the inquiry stage (Stripe)	Inquiries run 65 to 75 days with no funds taken, per Shopify
Response window	12 days on Stripe's route, 5 for fraud	7 to 21 days, shown in your admin
Strongest evidence for "not received"	Valid proof of delivery under Klarna's programme	Delivery proof such as a signature or photo
Fee	Not verified for Shopify	£10 in the UK, returned if you win
Winning and your chargeback rate	Not verified	A win does not remove the dispute from your rate, per Shopify

On cards, Shopify's guidance applies: Shopify is not liable for chargebacks and is not involved in how they are decided. Successful 3D Secure shifts liability for fraud disputes only. None of that tells you how Klarna disputes on Shopify behave, so do not carry card assumptions across.

One more link between cards and Klarna disputes on Shopify UK. Klarna says that if a chargeback is raised through the customer's own bank, its dispute escalates immediately. So the same underlying complaint can reach you as a Klarna dispute, a bank chargeback, or both. Keep one evidence folder per order.

How do you reduce Klarna disputes on Shopify UK before they start?

Most Klarna disputes on Shopify UK begin as a customer who feels ignored. Fast replies, tracked delivery with proof and clear returns steps stop many of them before Klarna hears about it. Klarna itself sends the shopper to you first, so every hour you save is an hour the dispute stays small.

Run this checklist once to cut Klarna disputes on Shopify UK, then review it every quarter:

• Reply to "where is my order" and return questions within one working day
• Use tracked delivery with a signature or photo for higher-value orders
• Save carrier proof of delivery for every Klarna order, not only disputed ones
• Send a shipping confirmation with the tracking link and a delivery follow-up
• State your returns steps and refund timeline in plain words on a dated policy page
• Refund promptly when a return arrives, and tell the customer you have
• Watch the inbox and portal that receive Klarna notices, and name a backup person
• Add a calendar reminder for every open dispute, three days before the due date
• Keep one folder per order with the order, tracking, proof and messages

If you split orders across several parcels, Klarna disputes on Shopify UK get harder to defend, because delivery proof is harder to match to a single Klarna payment. Read our guide to split and partial shipment disputes first.

Write your policies in a way a customer and a reviewer can follow. Our shipping and delivery policy template and terms and conditions template give you wording to adapt.

What should you ask Shopify, Klarna or your provider before a dispute lands?

Ask five things now, while nothing is due. Our sources describe Klarna's documentation and Stripe's, not your Shopify admin, so a few answers can only come from your own account. Write the answers into a one-page note and keep it with your policies.

1. Where do Klarna disputes on Shopify UK appear for my store: Klarna's portal, a provider dashboard, email, or the Shopify admin?
2. Who receives the notices, and is there a backup person if that inbox is unattended?
3. What is the due date for a Klarna chargeback on my route, and how is the time of day counted?
4. Is there a fee on a Klarna chargeback, and is it returned if I win?
5. Do Klarna disputes count toward any chargeback rate I am monitored on?

Answers to these are not covered in the sources we reviewed. A merchant who asks them once avoids a scramble later, because the first Klarna chargeback is usually when people discover where the notices go.

Keep a simple log so the numbers are visible. A spreadsheet with these columns is enough:

Order number | Klarna reference | Date opened | Reason given | Stage (inquiry / chargeback) | Due date | Decision (refund / defend / suggest partial) | Evidence folder | Outcome | Date closed

Review the log monthly. If most Klarna refund disputes come from late refunds on returns, fix your returns process. If most come from delivery claims, upgrade the service on higher-value parcels. The log tells you which fix pays for itself.

What's different for UK merchants

This section is general information, not legal advice, and it covers what is specific to Klarna disputes on Shopify UK.

• Card chargeback fee: Shopify's UK fee is £10, charged by your bank and returned if you win. We have not verified whether any fee applies to Klarna disputes on Shopify UK, so check your payout line items and your Klarna or provider statement. See how the Shopify chargeback fee works in the UK.
• Customer time limits on cards: MoneyHelper describes chargeback as a voluntary card-scheme arrangement where customers usually claim within 120 days. UK Finance gives the same period, counted from the transaction or the expected delivery date.
• Section 75: This covers credit cards, for purchases between £100 and £30,000, and makes the card company jointly liable. Klarna is not a card scheme, so we have not verified how Section 75 applies to a Klarna purchase. Do not assume it either way.
• Consumer rights: UK law gives consumers a 14-day cancellation period for goods bought at a distance. For digital content, the Consumer Rights Act 2015 gives rights to repair or replacement, then a price reduction or refund, with refunds given within 14 days of the trader agreeing the customer is entitled.
• Carriers: Royal Mail photographs Tracked 24 and Tracked 48 deliveries where no signature is needed. Evri offers a Digital Signature add-on at about 60p. We have not verified DPD's options.
• Bank holidays: We did not verify how bank holidays and weekends affect Klarna's deadlines. Submit early, especially around Christmas and Easter.

Shopify Protect does not cover UK stores, and it is not a Klarna protection. Do not count on it here.

Common mistakes

These mistakes recur in Klarna disputes on Shopify UK.

1. Sending evidence at the inquiry stage. On Stripe's route, Klarna does not accept it then. Spend that time on the customer instead.
2. Leaving an inquiry unread. If nothing is done, it escalates to a chargeback after 21 days on Stripe's route, or 35 on the Kustom page.
3. Relying on a customer's email as proof. Klarna says it cannot accept forwarded customer emails on their own for delivery disputes.
4. Not matching evidence to the Klarna capture. If the order number, amount or date does not match, the evidence may not count.
5. Missing the refund deadline after agreeing to refund. Klarna describes an automatic chargeback if a refund is not made within 96 hours of responding.
6. Assuming a partial refund proposal will be accepted. Klarna may reject it and rule for the full amount.
7. Treating Klarna like a card dispute. The clocks, evidence and decision-maker differ, so do not reuse a card response without checking Klarna's request.
8. Ignoring the fraud timeline. On Stripe's route you have only 5 days for fraud disputes, not 12.

FAQ

How long do I have to respond to a Klarna dispute?

For Klarna disputes on Shopify UK it depends on the route and stage. Stripe documents a 21-day inquiry and then 12 calendar days to respond to a chargeback, or 5 for fraud. Klarna's portal pages describe different clocks. Look for the due date in your own account and plan to submit with days to spare.

Can I send evidence during the Klarna inquiry stage?

Not on Stripe's route. Stripe says Klarna does not accept evidence at the inquiry stage, and that evidence can only be submitted after the dispute escalates to a chargeback. Use the inquiry to talk to the customer, offer a fix or refund, and prepare your files.

What is Klarna's Merchant Protection Program?

The Klarna Merchant Protection Program is the set of requirements Klarna uses to judge things like proof of delivery. Klarna's merchant guide says delivery evidence for goods not received must meet those requirements. We did not review the full text, so read Klarna's current terms before choosing a delivery service.

What proof of delivery does Klarna accept under its Merchant Protection Program?

For Klarna disputes on Shopify UK, Klarna asks for valid proof of delivery that meets its programme requirements, plus one more piece of evidence showing the whole order arrived, for physical goods. A signed record or carrier photo is typical. A forwarded customer email cannot stand alone, according to Klarna.

Can I offer a partial refund on a Klarna dispute?

In Klarna disputes on Shopify UK handled through Klarna's portal, you can propose a suggested outcome, which is a partial refund, along with your evidence. Klarna may reject it and decide for itself, so the full amount could still go back to the customer. Only propose it when you have a clear basis.

Does refunding during the inquiry avoid a fee?

Stripe says refunding during the inquiry period avoids a dispute fee and stops the inquiry escalating to a chargeback. After escalation, refunds on that route are no longer possible. Whether a fee applies on your own Shopify setup is not covered in what we reviewed.

What happens if I do not respond to a Klarna chargeback?

On Stripe's documented route, a missing response means Klarna rules in favour of the customer. You then lose the disputed amount. Set a reminder for the due date as soon as the chargeback appears, and keep the evidence folder ready from the inquiry stage.

How many times can a customer dispute the same Klarna order?

Klarna says it limits when and how often customers can dispute and re-dispute an order, with a few exceptions where Klarna must raise a dispute anyway. A customer who has new evidence may be allowed to reopen. Keep your evidence for each order after the first case closes.

Why does a Klarna return dispute show up late?

Klarna's help page for its portal says a return dispute does not appear until the customer adds a tracking number in their Klarna app. So the customer may think a return is in progress while you see nothing. Watch your returns inbox and refund promptly when parcels arrive.

Do Klarna disputes count toward my chargeback rate?

We could not confirm this for Shopify. One acquirer says disputes settled at the information-request stage do not count toward its chargeback ratio, but that is its own rule. For cards, Shopify says a win does not remove a dispute from your rate. Ask your provider how Klarna disputes are counted.

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Sources

• Klarna Docs: Dispute processing flow
• Klarna Docs: Merchant evidence gathering
• Klarna Docs: Dispute processing flow
• Stripe Docs: Klarna disputes
• Kustom help: Klarna disputes
• Shopify Help Center: Chargebacks and inquiries
• legislation.gov.uk: Consumer Contracts Regulations 2013, explanatory note
• UK Finance: Chargeback and Section 75