At a glance
Klarna’s chargeback equivalent: “buyer protection” claims raised by customers (item not received, not as described). Klarna handles the consumer-side investigation; merchant defends with evidence.
| What it counts | COUNT(buyer_protection_claims) / COUNT(captured) per period. |
| Healthy | <0.5%. Klarna’s BNPL chargeback rate is generally lower than card chargebacks because Klarna controls customer relationship and resolves disputes pre-escalation. |
| Sentiment key | gauge_inverse: good<=0.5, warn>0.9 |
| Roles | owner, finance |
Calculation
Calculated automatically from your Klarna data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
“Helle Mode” 30 days. 12 buyer-protection claims on 6,980 captured orders = 0.17%. Mostly “item not received” (shipping delays) and “not as described” (sizing). Helle Mode wins ~70% with shipping records and product photos.Sibling cards merchants should reference together
| Card | Why pair it |
|---|---|
kla_dispute_rate | Active disputes pre-resolution. |
kla_refund_rate | Merchant-initiated cousin. |
Reconciling against the vendor’s own dashboard
Where to look: portal.klarna.com → Disputes / Buyer Protection. Why differ:| Reason | Direction | Why |
|---|---|---|
| Time zone | Boundary days off | CEST vs UTC. |