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# Respond to a Klarna dispute

# Respond to a Klarna dispute

> Klarna Dispute Management is marked **BETA** in-app — it's live this release while we finish validating, so some steps may change.

When a Klarna dispute needs your answer, its state is **Needs response**. Synctrack walks you through a four-step wizard and tells you what Klarna is asking for.

## How to respond

1. Open **Disputes management → Klarna** and click the dispute you want to answer. The detail page shows how many days you have left to respond, what Klarna is asking for, any files the customer submitted, and the linked Shopify order.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-97_1octee4.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-101_seood6.png)

2. Click **Respond**. The wizard opens on **Response**, with a checklist of what to include for that dispute reason.

3. Fill in the steps: **Response** (your statement), **Delivery** (carrier, tracking number, ship and delivery dates, address — prefilled from the Shopify order when available), **Files**, then **Review**.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-98_ba3nuv.png)
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-102_y9a5ag.png)

4. On **Review**, check the summary and click **Submit response**. You can click **Preview PDF** first to see the summary Synctrack will attach.

## About the files

1. Synctrack **always attaches a PDF summary** of your response, so you can submit without uploading anything yourself.
2. You can add your own files: **PDF only**, up to **7 MB** each, up to **5 files**.
3. If you're on the **Pro** plan, you can also tick your **store policies** to attach them as PDFs.

## Accept the loss instead

If you don't expect to win a dispute — or it isn't worth the time — you can close it yourself rather than letting the deadline run out.

1. Open the dispute from **Disputes management → Klarna**.
2. Click **Accept loss**.
3. Read the confirmation, then confirm.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-100_126b6jb.png)

The dispute closes in the customer's favour and is recorded as **You accepted the loss**. This can't be undone, so use it only when you've decided not to contest the charge.

## Good to know

- Each of Klarna's five dispute reasons has its own checklist: Goods not received, Defective / not as described, Incorrect amount, Unauthorized purchase, and Return.
- For **Goods not received**, a tracking link on its own is not enough — include the delivery details themselves (carrier, tracking number, delivery date and an address that matches the order).
- For a **Return** dispute, choose what happened: you haven't received the returned item, or the return was invalid or only partly refundable. The second option asks for the refund amount you propose.
- Refunding in Shopify does **not** replace answering the dispute. If you refund but let the deadline pass without responding, the dispute can still close as lost.
- After you submit, the dispute moves to **Under review** and there's nothing more to do until Klarna decides.
- If Klarna's preliminary decision goes against you, the dispute moves to **Preliminary decision** and you get **10 days** to **Appeal**. If you do nothing, Klarna closes it as lost.
- Accepting the loss and missing the deadline end the same way, but accepting is recorded as your decision rather than as a missed response.

Related articles: [Connect your Klarna account](https://help.omegatheme.com/en/article/connect-your-klarna-account-ovm4r0/)