At Kustom we are committed to ensuring that dispute handling in the platform is fully on par with or better than previous processes. This article provides a comprehensive overview of all improvements we are implementing around disputes, including timeline changes, new features, and planned enhancements.
Extended Klarna enquiry period for dispute resolution
Extended Klarna enquiry period for dispute resolution
As of August 8, 2025, we extended the enquiry period for Klarna disputes from 21 days to 35 days. This extension gives you more time to process returns and resolve disputes before they escalate to the formal dispute stage.
How the dispute timeline works
The dispute timeline has two main phases:
Day 0 to 35 (enquiry period): During this period, you can process Klarna disputes like returns and make adjustments before a case escalates to a dispute.
If the case is return related, the 35-day response period starts when consumers upload tracking evidence, not when they initially report the dispute.
If this is not return related, the 35-day response period starts when consumers report the dispute.
After day 35 (dispute period): The case converts into a formal dispute. You will have 14 days to respond and provide evidence. During this phase, adjustment options will no longer be available.
This extended timeline is now our standard process, designed to give you the flexibility you need to handle customer issues effectively before they become formal disputes.
Improved dispute interface and filters
Improved dispute interface and filters
We have released several improvements to make the disputes interface easier to navigate and more efficient to use. These improvements help you manage disputes more effectively and align the interface with familiar layouts.
New features in the dispute interface
The following features are now available in the dispute interface:
New dispute tabs with preselected filters and counters: Navigate disputes more efficiently with organized tabs that show dispute counts.
View and filter by deadline: Easily see which disputes require immediate attention based on their response deadlines.
Improved statuses: Dispute statuses now clearly reflect the actions you need to take.
View customer information: Access customer details directly in the dispute view without navigating to a separate page.
Downloadable disputes table: Export dispute data as a file for your records and analysis.
Order details link: Click an order ID to view the original order that was disputed.
Reordered columns: Column arrangement has been optimized to provide a better overview of dispute information.
Merchant reference 1 and 2 searchable: Find disputes using your internal reference numbers.
Network reason added: View the specific network code (such as Visa or Mastercard reason codes) for deeper insights into dispute reasons.
Tracking information visible: See tracking information on return-related Klarna disputes. Integration with the order view is coming soon.
Filter and search by dispute reason: Quickly locate disputes based on their reason code.
User assignment: Assign specific users to disputes for better tracking and accountability within your team.
Search by dispute creation date: Find disputes based on when they were created in the system.
Search by dispute amount: Filter disputes by their monetary value to prioritize high-value cases.
Getting help with disputes
If you need assistance with disputes or have questions about any of these improvements, the following resources are available:
Contact our merchant support team through the Kustom portal for personalized assistance.
This article will be updated as new features are released.