Disputes reported via Klarna function largely the same way as you may be used to—but with some important differences in status names and when action is required.
Dispute flow overview
When a customer disputes a Klarna order, the case enters a status called Does not need response.
It serves as an early alert that a customer has raised an issue, but no immediate action is required from you at this stage.
A 35-day countdown begins from the moment the dispute is created. If the case is resolved within this window, the case is automatically closed without further action.
However, if the issue remains unresolved after 35 days, the dispute escalates to Response required —at which point a response is required from you as merchant.
Common example: unregistered returns
Many of the disputes fall under this category:
A customer initiates a dispute (also called enquiry) because their return hasn’t been registered
If you as a merchant register the return before the 35-day deadline, the case closes automatically.
If you register the return after the case has escalated to "Open", the dispute is marked as lost and a dispute fee is charged.
This is due to that the shopper (your customer) was correct in their claim: the return was not registered at the time the dispute was reviewed.
Fees and resolution timing
For Klarna disputes: Klarna and Kustom only charges a fee if you lose a dispute after it has escalated.
If you resolve the dispute within the 35-day window, no fee is applied
Escalated and lost disputes will result in a dispute fee
Summary of statuses
Kustom status | Klarna equivalent | Action required |
| no response required | no immediate action, monitor the case |
| response required | must respond to the dispute |