Northwest Guitars review for Klarna On‑Site Messaging

We’re a UK guitar parts retailer and have offered Klarna for several years. We’ve now removed it from our store. A customer claimed one item was missing from a three-item order and opened a Klarna dispute. We responded with tracked delivery, Royal Mail’s proof of delivery, and CCTV of the order being packed. The customer’s own emails contradicted each other on when and how he received the parcel. Klarna’s process only lets you submit evidence once. When we contacted Merchant Support to add more, we were told the dispute was “locked for review” and that Klarna would ask if it needed anything else. It never did. It found in the customer’s favour and refunded him on technical grounds about the format of the proof of delivery. Shortly afterwards, the customer messaged us to boast that he had won the dispute and had all three items all along. We sent this straight to Klarna. Their answer: the decision “will not be revised”, and we should chase the customer ourselves. We asked to speak to the dispute team or a manager and were told there is no phone option and no callback. So the merchant gets one chance to submit evidence and can’t add anything once it’s in. Proof that the claim was false is ignored, and there’s no one to speak to. That isn’t merchant protection. We’re now pursuing the customer through the courts at our own expense. If you’re a small retailer considering Klarna, read their Merchant Protection terms very carefully, and think about whether you’d be happy losing every borderline dispute.