A customer opened a Klarna dispute. How do I respond?

1. If Klarna runs through Shopify Payments, Shopify's help says you can manage the dispute from your Shopify admin.
2. Klarna disputes follow Klarna's dispute process, and Klarna decides the outcome.
3. Customers can raise return disputes for items they returned but were not refunded for. Klarna verifies the order's tracking information with the customer.
4. Older Klarna version (stores in Austria, Germany or Sweden that activated Klarna on or before 26 September 2025): disputes opened before that date go by email, with 7 days to respond or the dispute is closed.
5. For the current version, Shopify's Klarna page gives no Klarna-specific deadline. Klarna's own documentation gives up to 14 days for a first evidence request (7 for Unauthorized purchase) and says no response means the customer wins. Use the due date shown on your own dispute in the admin.

Source: Shopify Help: Klarna; Shopify Help: managing chargebacks in the admin; Klarna Docs: Dispute processing flow; Klarna Docs: Merchant evidence gathering; Klarna Docs: Order management and disputes on Shopify Payments, read 4 October 2026.

1. In your Shopify admin go to Orders and click the order that is disputed.
2. In the chargeback banner, click Add evidence, then add your information and files on the Chargeback response page, and click Save. Shopify's admin article describes these steps for chargebacks.
3. Send early with Submit now only when everything is ready. After that you cannot edit.
4. If your store uses the older Klarna version and a dispute began before 26 September 2025: the customer is encouraged to contact you first, Klarna contacts the customer after 21 days if it is unresolved, and then Klarna emails you with the Klarna order number. You have 7 days to respond, or the dispute is closed. A partial or full return is recorded as a dispute and managed the same way.

Shopify's Klarna page does not list evidence. Klarna's own documentation lists what it asks for under Goods not received, Faulty goods, Incorrect invoice and Return (see below the checklist), and the lines here use Shopify's lists to fill the gaps. Stripe's documentation also groups Klarna's dispute reasons into its own categories.

• Return, or Klarna's 'Return' reason: refund record with date and amount, and return tracking showing whether you received the item (Shopify's credit not processed list)
• Already paid: transaction logs and receipts showing only one charge or separate orders (Shopify's duplicate list)
• Unauthorized purchase: the fraud evidence in Shopify's fraudulent list
• Goods not received: tracking, delivery confirmation and address (Shopify's product not received list)
• Faulty goods: the product listing as it was, order and fulfillment records, and customer messages (Shopify's product unacceptable list)
• Incorrect invoice, Pandemic impact, High risk order: Stripe's table puts these in its General category. Shopify's General list suggests order details, fulfilment date and time, billing details, communications and tracking.

What Klarna's own documentation says (Klarna Docs, dispute flow)

• Klarna lists these dispute reasons: Return, Goods not received, Faulty goods, Incorrect invoice and Unauthorized purchase. High-risk orders are flagged by Klarna's own systems, are not customer disputes, and have a 96 hour deadline; Klarna asks you to cancel the order if possible.
• When a customer raises a dispute, Klarna puts the invoice on hold. During a "resolution time" you and the customer are expected to sort it out yourselves: 3 calendar days for Unauthorized purchases, 21 days for all other reasons. Klarna notes this may not apply in some cases, and that if a chargeback was raised through the customer's bank, escalation is immediate.
• If it is not resolved, Klarna asks you for evidence with a deadline: the first request for Unauthorized purchases up to 7 days, for all other reasons up to 14 days, and 7 days for each follow-up request (a maximum of 5).
• Klarna says that failing to respond leads to it resolving the dispute in the customer's favour, and you can no longer defend the case.
• Goods not received: the main evidence is a valid proof of delivery sent as an attachment. Klarna says a tracking link is not sufficient, and that other evidence on its own, such as a forwarded email from the customer saying they got the goods, cannot be accepted without a valid proof of delivery.
• For physical goods Klarna asks for the tracking ID, the delivery address, the delivery date, and one more piece of evidence that the whole order was delivered, such as a packing list or delivery note, or the weight of items and parcel. A customer signature is listed as optional, for orders over 750 EUR.
• Faulty goods: Klarna says accepted evidence includes proof that the claim has been solved, an explanation of why the claim is invalid, an offer of resolution (repair, replacement, refund) and a prepaid return label.
• Return: Klarna asks whether you received the return. If you pick the option to adjust the statement, you commit to a refund equal to the disputed amount, and if you do not refund within 96 hours Klarna says it performs an automatic chargeback. If the customer used your return label, Klarna says you are liable for the return even if it is lost in transit.
• Fees: Klarna says its dispute fee (for example 15 EUR, 10 GBP or 15 USD) applies to merchants with a direct agreement with Klarna, and only when a dispute is lost for listed merchant-related reasons. Merchants integrated through a payment service provider are not charged by Klarna directly, but the provider may pass fees on. Check your own agreement.

Where the sources differ

• Klarna's general dispute page gives a first evidence deadline of up to 14 days. Klarna's own Shopify page, and Shopify's help for the older Klarna version, say you have 7 days to respond to Klarna's notification, or the dispute is closed. We cannot tell from the pages which applies to your store, so use the due date on your own dispute.
• Klarna's Shopify page says a chargeback opened against a Klarna order leads to Klarna contacting the customer after 21 days and then you, by email with the Klarna order number. Shopify's page says disputes on the current version are managed in the Shopify admin. Check where your dispute appears first.

Plain text. Replace every [bracket] with a fact from your records and delete any line you cannot back with a file.

Dispute response: order [order number], [amount and currency], Klarna reason: [reason shown]

Summary
An order for [items] totalling [amount] was placed on [date] and paid with Klarna ([payment option]). [One sentence on the key fact for this reason, only if true.] We ask that the dispute be decided in our favour.

Order and delivery
- Fulfilled on [date and time], shipped with [carrier], tracking [number], delivered on [date] to [address] (Exhibit 1)

Policy
- Our [return or refund] policy: "[exact quote]", shown at [page or step] (Exhibit 2)

Returns and refunds (only if the dispute is a return)
- Return received: [yes with date, or no record of a return] (Exhibit 3)
- Refund issued: [date and amount, or not owed because [reason]] (Exhibit 4)

Contact with the customer
- [Date]: [what was said, and the channel] (Exhibit 5)

Exhibits
1. Tracking and delivery record
2. Policy
3. Return tracking
4. Refund record
5. Messages

Never state anything you cannot prove. Every sentence in the response should point to a file you can attach. Delete any line you have no file for.

• Sending a tracking link as proof of delivery. Klarna's documentation says a tracking link is not sufficient and asks for the proof as an attachment.
• Choosing the return option that adjusts the statement without refunding. Klarna says you then commit to a refund of the disputed amount, and an automatic chargeback follows after 96 hours without it.
• Missing that the older Klarna version works by email with a 7 day reply window, if your store qualifies.
• Refunding a Klarna order after 180 days. Shopify's help says Klarna allows refunds within 180 days of the initial charge, and after that you would have to return the funds to the customer by an external service.
• Not updating the email Klarna uses. Shopify's help says that changing the email in your admin does not update it with Klarna, and Shopify Support has to change it for Klarna communications such as chargeback notifications.

Where do I see a Klarna dispute?

Shopify's help says that for Klarna with Shopify Payments you can manage the dispute from the Shopify admin.

Who decides it?

Per Shopify's help, Klarna disputes follow Klarna's dispute process and Klarna decides the outcome.

What is a Klarna return dispute?

Customers can raise a dispute for items they returned but were not refunded for. Shopify's help says Klarna verifies the order's tracking information with the customer.

How long do I have?

For the current version Shopify's Klarna page does not state a Klarna-specific deadline, and Klarna's own documentation says up to 14 days for a first evidence request (7 for Unauthorized purchase), so use the due date on your dispute. For the older version, Shopify's help says you have 7 days to respond to Klarna's notification, or the dispute is closed.

Can I refund through Klarna any time?

No. Shopify's help says Klarna allows refunds within 180 days of the initial charge. After that, work with the customer to return the funds by an external service.

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• A Stripe dispute on my Shopify store: where do I submit evidence?

Klarna's documentation and Shopify's pages give different deadlines (7 days, up to 14 days), and we cannot tell which one applies to your store. We did not read the Disputes app in Klarna's Merchant portal, and we have not seen a Shopify Payments Klarna dispute screen. Rules and deadlines can change, so use the due date and form on your own dispute.

The Chargeback Evidence Checklist, or its ready text to paste into ChatGPT, asks for your dispute reason and lists the proof to gather. Or pick the reason on the chargebacks page.

The kit now has six fill-in response letters for Word or Google Docs (one per reason), evidence checklists, worked examples and a one-page Start-here guide, plus an optional ready text for ChatGPT or a similar assistant that fills the letter in for you. The Chargeback Response Kit and the free Chargeback Evidence Checklist are written around Shopify's chargeback reason names: Fraudulent, Unrecognized, Product not received, Product unacceptable, Subscription canceled, Duplicate, Credit not processed and General. The Writer's README says it also handles inquiries, Shopify Protect orders and orders that were already refunded. Its response structure carries over to other payment methods, because the questions a bank asks are similar. Where and how you submit differs, and we have not tested the skill against Klarna's dispute process or its forms. Check the form's own limits before you paste anything in. What carries over to PayPal, Stripe and other processors: the way the response is built (what happened, evidence as numbered exhibits, the policy quoted word for word, dated contact with the customer, nothing you cannot back with a file) and the evidence ideas for each kind of claim. The fill-in letters follow Shopify's reason names, so for another processor pick the letter for the closest reason and use it to organise your facts. What does not: the reason names, the deadlines, the evidence field names and where you submit, which belong to each processor, so check them against that processor's own page above.

Before: a merchant sent delivery photos against a fraud dispute and lost.
After: a verdict (weak, fight only if cheap), what the bank actually asks, and what to gather instead.

It is also one of the six helpers in the Store Ops Pack, $29.

Send the dispute reason, the amount, the due date and the evidence you hold, with no card or customer data. We reply with what looks strong, what is missing and whether accepting may cost less. Free, no call, no sign-up. We cannot promise a day, and nobody can promise how a bank or payment provider will decide.

Kai Ventura, Pro Skill Packs

General information from the public sources above and our own checklists. It is not legal advice, and no response can promise how a bank or payment provider will decide. Pro Skill Packs is not affiliated with, endorsed by or sponsored by Shopify Inc., Affirm, Klarna, PayPal or Stripe. All chargeback pages.