Handling Klarna Disputes

Disputes related to Klarna payments for Viva.com merchants must be handled directly with Klarna.

#Notification of Disputes

When a Klarna dispute is opened by your customer, you will receive notifications via email from both Klarna and Viva.com. These notifications will be sent to the email address provided during your onboarding with Viva.com.

#Responding to Klarna Disputes

You can respond to disputes in two ways:

#1. Reply by Email

• Follow Klarna's guidelines for email replies: Klarna Dispute Handling via Email.

• Always respond within the deadlines provided in Klarna’s email notifications.

#2. Use the Klarna Merchant Portal

• Access the Klarna Merchant Portal here: Klarna Merchant Portal.

• Follow Klarna's step-by-step portal instructions: Disputes App in Merchant Portal.

Important notes:

• Timely and comprehensive responses increase your chances of successfully defending the dispute.

• Failing to respond promptly or adequately may result in losing the dispute, leading to customer refunds and potentially additional fees.

#Accessing Klarna Merchant Portal

• Your Klarna portal login credentials were sent via email when Klarna was activated in your Viva SelfCare account.

• If you have misplaced your credentials, reset your password here: Forgot your Password.

For more details on Klarna's dispute processing, visit Klarna Dispute Processing Flow.