If a customer reports a problem, Klarna initially asks them to contact refurbed directly and simultaneously pauses their invoice for 21 days. Those 21 days are supposed to serve as a time window in which the occurring problem can be solved without any involvement of Klarna Customer Support. In this time-period, customers won’t be asked to pay their open invoice. After 21 days Klarna reaches out to customer and asks them if the problem was solved. If customers inform Klarna that the issue was solved. The opened case will be solved without any monetary impact. Open invoices will be active again. Those cases are called Inquiry. You are able to see your own Klarna Inquiries in our Payout Dashboard (see underneath).

If the customer informs Klarna that the problem persists after 21 days, the case changes from the first stage (Inquiry) to the second stage (Dispute). Once escalated, Klarna charges a dispute fee for their involvement in resolving the case.

refurbed customer service will inform you about the dispute and collect evidence according to the dispute reason. An external reviewer from Klarna will then decide the outcome of the case based on the evidence submitted by both the end consumer and refurbed.

Move to action: Klarna Inquiry

During the 21-day period, you can view all open Inquiries with the dispute reason "Credit not processed" in your Payout Dashboard. Based on our experience, most of these cases involve missing refunds, which can be resolved quickly, preventing further escalation.

You can see the "Order ID", "Created at" (showing when the end consumer reported the problem) and "Respond by" (indicating the 21st day of the inquiry phase).

We recommend sorting cases by "Respond by" date, checking their current status, and taking appropriate action. During this stage, you can still issue refunds directly through your Seller Interface without requiring involvement of refurbed.

Best practice

To reduce the number of cases in this category, we recommend initiating refunds promptly after confirming returns.

See more: Seller Guide 8. (Partial) Refund of Purchases

Goal of working on Inquiries

Since Inquiries are in a pre-escalated state, no additional fees apply as long as cases are resolved during this phase. It is crucial to address these issues before they escalate to the second stage. Prompt handling prevents negative customer experiences and ensures a satisfying return process. Remember that invoices in Inquiry-state are paused for 21 days, meaning customers have already been waiting for a refund for this period. This waiting time should be minimized whenever possible.

💡A dispute fee applies whenever external parties like Klarna Customer Support or PayPal Customer Support become involved in resolving cases. To avoid these additional costs, you should prioritize addressing Inquiries promptly during their initial phase.

Klarna Shipping Policy

Here is a link to the official Klarna Shipping Policy

Klarna expects you to act upon customer requests to ensure a smooth dispute process:

• You fully refund the customer if the parcel has not reached them and they have not had an opportunity to pick up the order. Klarna defines a package as being lost in transit, when there is no movement on the tracking for 2 weeks for domestic orders and 30 days for international orders.
• You must provide proof of delivery for up to 270 days after the activation date (~ 9 months).

📎Your choice of carrier and shipping method significantly impacts your ability to meet proof of delivery requirements.
When shipping internationally, ensure your carrier provides clear 'Delivered' status verification at the correct address along with any additional required documentation.

Proof of delivery document must contain:

• Delivery Date and status.
• An address for the receipt showing the city, country, ZIP code, street name & number.
• The address needs to match the shipping address approved at the point of checkout.
• Full name of the person who ordered the product that matches the person’s name approved at checkout.
• Full name of the recipient that the order was delivered to.
• Tracking ID.
• Signature is required for all shipment with an value above ~ 650 EUR (750 USD).