How dispute fees work
Kustom charges a dispute fee only when you lose a dispute. You're not charged upfront, and if you win, you don't pay a fee.
Fee structure
No fee when a dispute opens: When a dispute opens, no dispute fee is charged.
Fee charged only if you lose: A dispute fee is applied when a dispute is closed and marked as lost.
No fee if you win: If you successfully win a dispute, no fee is charged at any point.
What this means for you
This structure provides greater transparency and helps with cash flow management. You only pay when a dispute outcome is unfavorable, making it easier to track your dispute-related costs.
For disputes opened before 12:48 CET on December 2, 2025, a different fee structure applies where the dispute fee was charged when the dispute opened and reimbursed upon winning.
For disputes opened before 12:48 CET on December 2, 2025, settlement reports clarify how these fees are handled:
CSV report: Transaction rows for dispute fees include a
klarna_commentstating: "Dispute fee will be reimbursed upon a won dispute"PDF report: Transaction rows for dispute fees include information in the "Type Transaction ID" column stating: "Will be reimbursed upon won dispute"
Only dispute fees for disputes opened before 12:48 CET on December 2, 2025, but scheduled to be settled in the future, will include these comments in the reports. Already settled payouts will not include this additional information.
Dispute fees for disputes opened from 12:48 CET on December 2, 2025 onward do not include such comments in the reports.
Order amount handling
The dispute fee is separate from how the order amount is managed:
The order amount is reversed or held when a dispute opens
The order amount is returned to you if you win the dispute
If you lose, the order amount remains with the customer and the dispute fee is charged