Disputes Evidence Guidelines

When Klarna initiates a dispute with a Merchant, we collect supporting evidence from the customer and share it with you to provide full transparency. As a Merchant, you have the opportunity to respond and present your own evidence to challenge or clarify the dispute. Responding with appropriate and well-documented evidence helps ensure fair outcomes, reduces potential financial loss, and promotes prompt resolution.

Below you will find the evidence Klarna requires from Merchants, organised by dispute reason.

These requirements apply to all dispute types regardless of reason.

• Evidence must be directly linked to the disputed Klarna capture
• Evidence must be legible, complete, and clearly attributable to the transaction
• Documents must be uploaded in PDF format
• Each submission must include a clear explanation of how the evidence addresses the customer's claim
• Evidence must be submitted within the deadline specified by Klarna

• A short timeline summary outlining key events (order, shipment, return, refund)
• Clearly labelled files (e.g. Order_Confirmation.pdf, Return_Tracking.pdf)
• Highlighted or annotated screenshots where relevant

The following apply across all dispute types and will result in the dispute being resolved in favour of the customer:

• Evidence submitted is illegible, incomplete, or unrelated to the disputed transaction
• Merchant response does not directly address the dispute reason
• Deadline for evidence submission is missed
• Asking for more time without substantive response
• Saying a refund will be issued without actually issuing one

Decision focus: Whether the return was received or rejected for a valid reason, and whether return instructions were provided when requested.

1. Return / Refund Outcome

Required: Merchants must clearly state one of the following outcomes:

2. Return Instructions (if applicable)

• Provide return instructions upon request
• If the customer is outside the return window, clearly state and evidence this
• Unless a prepaid label is provided, the return address and process must be published on your website
• If the customer bears the cost of return, this must be clearly stated on your website

Supported Documentation

• Warehouse receipt logs
• Inspection reports
• Photos of returned package contents
• Internal case notes confirming rejection reason
• Evidence supporting a fraudulent return assessment (e.g. empty parcel documentation)
• Any relevant communication with the customer

Use the template below to structure your submission for this dispute type.

Decision focus: Whether the merchant can prove shipment and delivery in accordance with Klarna's Merchant Protection Program (MPP).

Proof of Delivery (POD)

• POD must meet the requirements defined in Klarna's MPP section 1.1 or section 1.3
• POD must comply with the applicable criteria for the order type and value
• If separate supporting documentation is provided, all information must be linked to the tracking ID, order ID, or another reference number to confirm it applies to the disputed order

• Screenshot from merchant system confirming fulfillment and dispatch
• Carrier GPS or photo proof (supporting only — cannot replace mandatory POD requirements)
• Timeline summary: order date → dispatch → tracking updates → confirmed delivery
• Customer communications confirming delivery or post-delivery contact

Use the template below to structure your submission for this dispute type.

Decision focus: Whether the product significantly deviates from what was advertised, and whether the merchant handled the issue in accordance with Klarna requirements — reasonable solution, prepaid return where applicable, and timely resolution (MPP section 1.2).

A. Merchant Assessment

• Clearly state whether the customer's claim is valid or invalid, including your reasoning
• If more information is needed before assessment, this may be stated with a request for that information
• If the claim is deemed invalid, a resolution is not required

B. Merchant Resolution (if applicable)

• If the issue has already been resolved, provide explanation and evidence of the resolution
• If a resolution has been offered, provide explanation and evidence of what was offered

C. Return Handling (if applicable)

• If the customer has made a return, confirm whether the return was received
• State whether a refund will be issued

• Internal case notes confirming rejection reason or inspection findings
• Any relevant communication with the customer

Decision focus: Whether the invoiced amount matches what the customer agreed to at checkout.

A. Invoice Documentation

• Copy of the invoice issued to the customer, with a clear explanation of why the amount is correct
• Evidence linking the invoice directly to the Klarna order

B. Cancellation Evidence (if applicable)

• If cancellation was accepted: proof of resolution and explanation of any policy applied (e.g. if a full refund was not issued due to cancellation policy)
• If cancellation was rejected: explanation and evidence supporting the rejection
• Any relevant T&Cs or cancellation policy

C. Resolution Evidence (if applicable)

• Proof of refund, correction, or other adjustment issued
• Proof of any other relevant resolution

Customer Communication

• Any correspondence where pricing or invoice concerns were raised and explained to the customer

Following these practices reduces dispute frequency and strengthens your position when disputes do arise.

• Always offer a self-service return option with clear instructions (e.g. prepaid label in package, QR code on confirmation page)
• Never charge fees for returns
• Provide a local domestic return address
• Register returns promptly and send a confirmation email including: date of receipt, items returned, expected refund amount, refund method, and expected timeline
• Ensure customer service can respond to inquiries within 2 business days

• Deliver items within 20 days of order date
• Capture only for shipped items; if sending multiple packages, capture only the amount for sent items
• Share a traceable tracking ID with every shipment via order or shipping confirmation email
• Send order confirmation and shipping confirmation emails to customers
• Publish clear FAQs covering order processing time, shipping timelines, and how to report issues

• Provide detailed, accurate product descriptions and high-quality images visible at checkout
• Publish a clear policy defining faulty or defective goods and how they are handled
• Give customers an easy way to report defective items (via account or customer service)
• Resolve defective product claims swiftly with a refund or replacement

• Present a detailed checkout summary including accurate items, quantities, prices, discounts, and fees
• Clearly flag any upselling and give customers the ability to skip or remove additions
• Clearly state any subscription services prior to purchase completion
• Send an order confirmation email that matches the details sent to Klarna
• Publish clear FAQs directing customers to you for invoice concerns, and to Klarna for payment and dispute queries