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Accept payments via credit card. Manage transactions within WordPress.
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Inaccurate Classification: Klarna Inquiries Incorrectly Marked as Disputes #9612

Open raifd opened 1 month ago

raifd commented 1 month ago

Describe the bug

When a customer opens an inquiry with Klarna, it is marked as a dispute on our end. Specifically, we see it noted as a dispute on the order notes with the following note "Payment has been disputed for amount with reason reason. Response due by date."

To Reproduce

Reproducing the issue is hard unless you use a personal Klarna account, place a live order on a WooPayments live site, and then open an inquiry from Klarna. I am including these steps however, I do not think it is realistic to try and reproduce this, instead we should work with what we have on specific cases (mentioned below)

  1. Go to your Klarna app
  2. Open the order
  3. Click on Report return
  4. Log in to your site (with WooPayments in live mode)
  5. Check the order notes

Actual behavior

A note with the following text is added to the Order notes: "Payment has been disputed for amount with reason reason. Response due by date."

Screenshots

Image

Expected behavior

The note should not indicate a dispute, instead a payment inquiry should be noted.

Desktop (please complete the following information):

Additional context

Discussed in detail in Slack here.

Note: There might be additional enhancements needed to the UX and the way we display inquiries.

francoishvz commented 1 month ago

Merchants affected by this:

8658095-zd-a8c 8903383-zd-a8c

haszari commented 2 weeks ago

See also related previous issue:

Marking this as medium priority for now. It's painful when it occurs, but it's lower impact (not all merchants use Klarna). If we hear more reports of this we could raise priority.

Also we need to confirm what we can do here, i.e. if there is a bug in our handling, or if the Klarna process itself is different (i.e. could the issue be fixed at Klarna end).

haszari commented 2 weeks ago

Click on Report return

Note – this doesn't look to me like it should raise an inquiry. I.e. normally if you return a product, that's not an inquiry or a dispute (those are escalation paths if merchant doesn't accept return). So a related question is why are returns generating disputes at all?

Here are some relevant docs on return process in Klarna: