When a customer files a return dispute in Klarna, it will not appear in the Kustom Portal until the customer provides a tracking number in their Klarna app. Once added, the dispute becomes visible in the Kustom portal and you will have 35 days to handle the inquiry before it escalates into a open dispute.
Where to find the tracking number
Claim details in Kustom Portal
Go to disputes at the far left.
Open the return dispute in the portal.
Click Step by step guide.
Click Review the claim details to see the carrier, return date, and tracking number (e.g. DHL, PostNord, Bring).
Note: In some rare cases there might not be a tracking ID. In those cases, please contact your customer and ask for the relevant information, such as:
Carrier name (e.g. DHL, PostNord, Bring).
Tracking number.
A tracking link or screenshot from the carrier’s website.
How to verify the tracking number
Go to the carrier’s tracking page and enter the tracking ID.
Confirm shipment status, dates, and whether the item was returned to you.
Examples:
DHL: Shows shipment progress and proof of delivery.
PostNord: Look for “Utdelat” (delivered) or “Returnerat” (returned).
Bring: Check status updates and timestamps.