Evidence submitted for Klarna Inquiries is ignored by Stripe

[brucealdridge]

Describe the bug

In WooPayments, we allow evidence submission for Klarna inquires, but this evidence is not considered by Stripe/Klarna. Evidence submission should be disabled for Klarna inquiries and copy should be added to help the merchants respond appropriately.

Available options for responding to Klarna Inquires

• Refund the payment
• Communicate with the customer to resolve the issue
• Wait for the inquiry to become a dispute to submit evidence.

Changes required

• Email body copy could be refined (Email the customer link)
  • you disputed a $<amount> charge. The customer likely has no knowledge of "dispute" may have initiated a "return"
  • Suggests calling the number on the back of your card
• Remove Submit evidence <submitEvidenceIcon/> or

It would be helpful to add some additional copy about the Klarna dispute process. @aheckler is it worth adding something to the docs that we can link to?

Additional context

pdjTHR-3qO-p2#comment-6397

[haszari]

Marking as high, this is a broken experience, and hopefully can resolve without major effort. We've had a few of reports of this and we know that Klarna inquiries are relatively common, so worth prioritising.

[aheckler]

We have some existing info in the docs already. Feel free to use and adjust that copy as needed. :)

Worth noting too that fraudulent transaction filings go right to being a dispute, and do not go through the inquiry phase. I pulled a lot of the relevant info from this Stripe doc.