Disputes Evidence Guidelines
Required evidence and response standards for disputes, including documentation requirements, timelines, and best practices to ensure successful resolution and avoid rejection.
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.
General Evidence Submission Requirements
These requirements apply to all dispute types regardless of reason.
Mandatory
- 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
Recommended
- 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
Important
Klarna decisions are based on evidence quality and completeness. If mandatory evidence is missing, unclear, or contradictory, the dispute may be resolved in favor of the customer. Evidence that does not address the customer's specific claim is considered insufficient.
General Rejection Reasons (All Dispute Types)
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
Refund Not Processed
Decision focus: Whether the return was received or rejected for a valid reason, and whether return instructions were provided when requested.
Mandatory Evidence
1. Return / Refund Outcome
Required: Merchants must clearly state one of the following outcomes:
| Outcome | Notes |
|---|---|
| Refund accepted | Refund the customer through Klarna |
| Refund rejected | Must specify reason: *Refund already issued for all returned items
|
| Return not received | If customer tracking shows delivered, "not received" without explanation is insufficient |
| Fraudulent return (e.g. empty box, incorrect items) | Must be supported by documentation |
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
Recommended Evidence
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
Response Template
Use the template below to structure your submission for this dispute type.
Common Rejection Reasons
| Rejection Reason | Detail |
|---|---|
| Return status unclear or not stated | Merchant does not confirm whether the return was received, rejected, or fraudulently returned |
| Tracking shows delivered; merchant states "not received" without explanation | Lack of clarification or supporting documentation for non-receipt |
| Missing explanation for rejected returns | Rejection reason not stated or not supported by evidence |
| Refund not issued with no valid justification | Merchant does not explain why a refund was withheld |
| Fraudulent return claimed without proof | Allegations such as empty box or wrong items not supported by inspection records, photos, or logs |
| No proof of return instructions or label | Merchant cannot demonstrate that the customer was given a valid return method or denied for a valid reason |
| Return instructions request not answered | Merchant responds to a return instructions request by stating "return not received" |
Products or Services Not Received
Decision focus: Whether the merchant can prove shipment and delivery in accordance with Klarna's Merchant Protection Program (MPP).
Mandatory Evidence
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
Please note: If POD requirements are not met, the dispute may be decided in favor of the customer regardless of shipment status. A link to online tracking is not sufficient — an attachment must be provided
Recommended Evidence
- 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
Response Template
Use the template below to structure your submission for this dispute type.
Common Rejection Reasons
| Rejection Reason | Detail |
|---|---|
| No valid Proof of Delivery submitted | Evidence does not meet MPP requirements, or no evidence submitted at all |
| Tracking shows "in transit" or "label created" only | Shipment status does not confirm delivery |
| Delivery address mismatch | POD does not match the shipping address approved at checkout |
| Missing mandatory POD elements | Required details (date, recipient, address, tracking ID) are missing or incomplete |
| No response from merchant | Evidence not submitted within the deadline |
| Evidence does not address the claim | e.g. submitting a shipping receipt without delivery confirmation |
Products Defective or Not as Described
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).
Mandatory Evidence
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
The resolution offered must be reasonable relative to the product deviation. Acceptable resolutions include: sending out parts, compensation, repair, or return.
- Compensation is not acceptable when the customer specifically requests a return
- Return instructions that include return costs are not acceptable where a prepaid return is required
- Negotiating a discount when the customer specifically requests a return is not acceptable
Recommended Evidence
- Internal case notes confirming rejection reason or inspection findings
- Any relevant communication with the customer
Response Template
Use the template below to structure your submission for this dispute type.
Disputes guidelines
Common Rejection Reasons
| Rejection Reason | Detail |
|---|---|
| No clear merchant assessment | Response does not state whether the customer's claim is valid, or does not provide reasoning |
| Lack of evidence supporting resolution | Merchant claims issue was resolved but does not provide documentation (e.g. proof of replacement, repair, or compensation) |
| No response to customer's reported issue | Submitting unrelated evidence that does not address the fault described |
| Resolution offered is not reasonable or compliant | e.g. proposing a discount when customer requested a return, or requiring customer to cover return costs where prepaid is required |
| Unrelated evidence submitted | e.g. submitting a Proof of Delivery instead of addressing the defective item claim |
Incorrect Amount
Decision focus: Whether the invoiced amount matches what the customer agreed to at checkout.
Mandatory Evidence
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
Recommended Evidence
Customer Communication
- Any correspondence where pricing or invoice concerns were raised and explained to the customer
Response Template
Use the template below to structure your submission for this dispute type.
Common Rejection Reasons
| Rejection Reason | Detail |
|---|---|
| Refund agreed but not issued | Merchant agrees to refund but has not issued it, or is waiting to issue |
| No policy or T&Cs provided for denied or partial refunds | Merchant denies or issues partial refund without supporting documentation |
Best Practices
Following these practices reduces dispute frequency and strengthens your position when disputes do arise.
Returns & Refunds
- 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
Delivery & Shipping
- 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
Product Quality
- 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
Billing & Checkout
- 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