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The Klarna integration lets your team view and respond to Klarna payment disputes from the ticket sidebar — next to the customer conversation — instead of switching to the Klarna Merchant Portal.

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When to use it

Use Klarna in Chatarmin CX when:
  • customers pay with Klarna and you receive chargebacks, claims, or evidence requests
  • agents need order context and ticket history beside dispute details
  • you want AI Agents to look up disputes, draft evidence, or propose dispute actions with human approval
Klarna disputes appear in the inbox Disputes panel on a ticket. They are not imported as separate Klarna notification emails.

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Set it up

You need Klarna Disputes API credentials (API username and password) for each merchant account you connect. Your Klarna account must be enabled for dispute management.
1

Open integrations

Go to Integrations and select Klarna.
2

Connect a merchant account

Click Connect, enter a display name (optional), and add your Klarna API username and password. You can connect multiple Klarna accounts per workspace — for example, one per storefront or region.
3

Test the connection

After saving, use Test connection on the account card to confirm credentials work.
When you connect, Chatarmin CX automatically registers dispute webhooks for your account — you do not need to configure webhooks yourself. Automatic setup only works when Klarna has already enabled webhook access for your merchant account. If your account does not have that access yet, ask your Klarna contact to enable it, then reconnect or edit the integration.
If automatic webhook registration is unavailable for your account, the integration dialog may show Webhook setup required with manual fields. That path is only for merchants Klarna has not yet granted webhook API access.
Connecting Shopify helps Chatarmin CX match disputes to customers when Klarna does not include a buyer email. Link the customer’s email on the contact when disputes do not appear.

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Use Klarna disputes in the inbox

When a ticket contact has an email address and a matching Klarna dispute exists, the Disputes section in the customer panel lists Klarna cases for that customer — including resolved disputes.
1

Open a ticket

Open the ticket for the customer who filed or is affected by the dispute.
2

Confirm the contact email

The contact needs an email address. If none is set, add one — disputes are matched by email.
3

Review disputes

In Disputes, open a Klarna row to see reason, stage, amount, response deadline, activity, order references, and evidence requests.
4

Respond

Use the action form at the bottom of the dispute detail sheet. Available actions depend on the dispute stage.

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Actions you can take

Klarna does not support in-dispute messaging, settlement offers, or escalation actions that PayPal provides. Use Send reply on the ticket to communicate with the customer separately.

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Evidence file rules

When Klarna asks for proof:
  • upload PDF only
  • maximum 7 MB per file
  • up to 10 files per submission
  • add a short description for each file
Some dispute reasons ask extra questions — for example whether the order shipped, tracking details, or whether a return was received. The form shows only the fields Klarna requires for that case.

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AI Agent actions

Give a dispute-handling AI Agent Klarna actions so it can work inside the ticket:
1

Connect Klarna

Complete the integration setup above.
2

Enable actions on the agent

In AI Agents, open the agent and enable the Klarna actions the job needs. Select which connected Klarna account(s) the agent may use.
3

Set approvals

Keep Accept Klarna dispute claim on Always require approval. Partial refund proposals on Provide evidence also pause for approval before they run.
4

Add instructions

Tell the agent to call Get Klarna dispute before any write, use order data from Shopify or your fulfillment integration for tracking fields, and use Send reply for customer-facing updates — not Klarna dispute messaging.
You can also trigger agents when a new or updated dispute is indexed. Use the Dispute indexed trigger and filter by provider Klarna and statuses such as Needs your response.

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Best practices

  • Resolve disputes before the response due date shown in the detail sheet.
  • Keep the contact email aligned with the Klarna order’s billing email so disputes appear on the right ticket.
  • Gather PDF proof (invoice, delivery confirmation, return policy) before opening Provide evidence.
  • Use a clear display name when you connect multiple Klarna accounts so agents pick the right one.
  • For sensitive financial actions, require human approval on the AI Agent even when the default is optional.

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Troubleshooting