The Wise Guys Dispute Management SOP- Klarna

What is a Customer Dispute?

A customer payment dispute, more commonly called a chargeback,

happens when a cardholder disputes (challenges) a payment card
transaction and asks the card-issuing bank to reverse it. There are multiple
situations where this can occur. Some of the common reasons are :

● Product/Service not received

● Item not as described/ Faulty Goods
● Return
● Unauthorized transaction/ Incorrect Invoices
Klarna Merchant Portal- Seeing and replying to disputes
Use below templates to send email to customer after receiving
dispute

● Product not received

Hi *customer name*,
This is *company name* support team & this email is in regards to you order
number *#* for “Product name". We have been informed by Klarna that you have
not received your order. As per the tracking detail, the order has already been
delivered to you on *date of delivery*. Below is the link for reference.
Kindly confirm if you have received your order or not.
*Tracking link*
If there is any further concern, Kindly reach out to us directly.
Thanks & Regards,
Store name
 ● Return

Hello ,

We hope you’re doing well.

This is *Company name* support team. We are contacting you regarding your
order # for “Product name”. We would like to inform you that we have received an
open dispute from Klarna that you want to return the product. Please find the
attached return form for your reference. Please note that we do not reimburse the
return shipping cost.

Also, as a quick solution to resolve this dispute, we can offer you a 30% refund
and you can keep the product.

We look forward to your reply. Thanks very much.

Kind regards,

Store name

ALL CREDITS GO TO THE WISE GUYS.