Refurbed customer service counters every dispute using all evidence you provide. You will be informed about cases needing your attention in two ways. First, you can view your Klarna Inquiries within your Payouts Dashboard, currently limited to the "Credit not processed" category.
Second, refurbed customer service will contact you via Zendesk. Most disputes already have Zendesk tickets. If no open ticket exists, refurbed customer service will create a new ticket and inform you about the ongoing dispute, dispute category, the deadline given by the external source, and all necessary evidence. After you submit the evidence, refurbed customer service will confirm submission. Even if a case was disputed, we recommend resolving it as soon as possible to enhance customer experience. If you ultimately decide the customer should receive a refund even though the dispute was countered, please inform refurbed customer service.
We understand that sometimes the deadline set by the external source is too short to provide all necessary evidence. In such cases, refurbed customer service will still counter the dispute with whatever documents are available.
Written conversations between you and the end consumer can also be forwarded to confirm the current state of the case. Therefore, we strongly recommend always using Zendesk as your main communication channel for all interactions with end consumers.