What is a Klarna Dispute?

A dispute is sent over by Klarna when a customer attempts to claim a refund for "goods not received".  This can take approx 7-10 days for this to reach us and will come through as a normal open ticket with a "respond to the request" box (see below).  Anyone can click this to view and respond to the dispute via a portal.  When viewing the portal, you will see the order ID, items not received and the value along with a couple of questions that we are required to answer relating to the order delivery.

What do you need to do?

Investigate this as if its a lost parcel.  Time is off the essence to allow us time to make a claim via Yodel if we need to.

Therefore, firstly check for any other contact from the customer to see if they have also reached out to us about this order.  If not, make contact with the customer straight away and follow the lost parcel steps (have they checked with neighbours etc) and get a query opened on eRin for a driver interview.

Respond to the request on the Klarna portal and include in the comment section that you have contacted the customer direct.

Depending on the outcome and assuming the parcel is not found please proceed to obtaining the non-receipt of goods form and action the next steps as normal for issuing a replacement/refund.

Ensure all relevant contact is merged correctly and notes added with updates of where you are up to to assist other agents.