Klarna disputes are handled differently than card disputes — Klarna disputes have two phases.
Enquiry and chargeback disputes
An enquiry dispute begins when a customer challenges an order. The dispute remains active until it is:
Withdrawn by the customer
Closed by Klarna
Escalated to a chargeback dispute
During the enquiry phase, Klarna directs customers to contact the merchant directly to resolve the issue. You have 35 days to work with the customer and prevent escalation.
⚠️ Exception: Fraudulent transactions are immediately escalated to chargeback disputes.
Enquiry disputes
Enquiry disputes are an early step that can help you avoid chargeback fees. At this point your best strategy is to communicate directly with the customer. For example, if an order is just delayed, you can let the customer know it's on the way. They might choose to cancel the dispute.
You have two options for handling an enquiry dispute:
Accept the dispute – Agree to the refund and issue it to avoid any chargeback fees.
Let it escalate – If no action is taken within 35 days*, it automatically becomes a chargeback dispute. At that stage, you’ll be able to submit evidence.
*This process may be different in some cases.
Refund requests as enquiry disputes
Customers using Klarna often initiate enquiry disputes as a way to request refunds. Disputes labeled with the reason code Network reason code: Return are often just refund requests. Contact the customer to confirm their request and process the refund if needed.
Chargeback disputes
If the enquiry isn’t resolved after 35 days, Klarna escalates it to a chargeback dispute. Kustom will now place a hold on the disputed amount and the potential dispute fee.
Your options:
Submit one structured response within 13 days.
Win the case – The funds and fee are returned.
Lose the case – Kustom deducts the amount and Klarna refunds the customer.
Key reminders
⚠️ You only get one chance to respond – no follow-ups allowed.
⚠️ Missed the deadline? The dispute is automatically lost.
⚠️ All outcomes are final – there is no appeal process.
Dispute fee
If a dispute is lost, a non-refundable fee will be charged based on the customer’s country. Kustom is charged this fee by Klarna when a chargeback dispute is lost, and this cost is passed on to the merchant.
All fees below are excluding VAT:
Buyer country | Currency | Klarna Dispute fee (in local currency) |
EEA | EUR | 15 |
UK | GBP | 10 |
Switzerland | CHF | 15 |
Norway | NOK | 150 |
Denmark | DKK | 150 |
Sweden | SEK | 150 |
Poland | PLN | 15 |
Czech Republic | CZK | 250 |
US | USD | 15 |
Canada | CAD | 20 |
Australia | AUD | 25 |
New Zealand | NZD | 25 |
Romania | RON | 70 |