> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Chargeback Rate, Klarna

> Chargeback Rate for Klarna stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it.

**Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained)  •  **Category:** [Payment Gateway](/nerve-centre/connectors#connectors-by-type)

## 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`](/nerve-centre/kpi-cards/klarna-api/dispute-rate) | Active disputes pre-resolution. |
| [`kla_refund_rate`](/nerve-centre/kpi-cards/klarna-api/refund-rate)   | Merchant-initiated cousin.      |

## Reconciling against the vendor's own dashboard

**Where to look:**

[portal.klarna.com](https://portal.klarna.com) → **Disputes / Buyer Protection**.

**Why differ:**

| Reason        | Direction         | Why          |
| ------------- | ----------------- | ------------ |
| **Time zone** | Boundary days off | CEST vs UTC. |

## 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.

***

### 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](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.