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Metrics type: Supporting Metrics • Category: Payment Gateway

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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.

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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.

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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.

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Sibling cards merchants should reference together

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Reconciling against the vendor’s own dashboard

Where to look: portal.klarna.com → Disputes / Buyer Protection. Why differ:

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Known limitations / merchant FAQs

Klarna chargeback vs card chargeback? Klarna’s “buyer protection” claim is similar in intent (customer disputes after sale) but the resolution flow is Klarna-managed, not Visa/Mastercard-managed. Generally faster resolution and lower fees. Klarna fees on chargeback? Per-case fee (typically EUR 5-15, lower than Visa/MC’s USD 15-25). Lost case forfeits the funds. Win rate? 70-85% with strong evidence (shipping proof, signed delivery, product photos). Customer didn’t pay Klarna, my problem? No. Klarna assumes consumer credit risk; non-payment is Klarna’s loss.

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Tracked live in Vortex IQ Nerve Centre

Chargeback Rate is one of hundreds of KPI pulses Vortex IQ tracks across Klarna and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. Start for free or book a demo to see this metric running on your own data.