Note: This feature is currently in an early beta version and is only available to a limited number of merchants. We are gradually rolling it out over the coming weeks. You will be notified once Insights becomes available in your Kustom Portal.
Overview
The Insights page in the Kustom Portal is your central hub for monitoring and analyzing dispute and enquiry performance. It consolidates analytics data from all your cases, giving you a comprehensive view of trends, outcomes, and key metrics over time.
With Insights, you can:
Track monthly performance trends for disputes and enquiries
Understand your winrates and evidence submission effectiveness
Monitor dispute fees and identify cost drivers
Analyze customer reason codes to understand common issues
Compare dispute and enquiry rates relative to your order volume
The data on this page is designed to help you identify patterns, spot areas for improvement, and make informed decisions about your dispute management strategy. All metrics are based on closed cases unless otherwise noted, and data may have a delay of approximately 12 hours.
How to access Insights
You can access the Insights page from the main navigation menu in the Kustom Portal.
To open the Insights page:
Log in to the Kustom Portal.
Select Insights in the menu.
If you do not see the Insights option in the menu, it means you do not have the required access role.
Who can access Insights
Only users with the following roles can view the Insights page:
Admin
Super Admin
If you do not have one of these roles, the "Insights" option will not appear in your portal navigation.
What you can see on the Insights page
The Insights page provides a high-level overview of key performance metrics and trends. It helps you understand overall performance, identify patterns over time, and make data-driven decisions.
The page includes the following sections:
Current month snapshot - A summary of key metrics for the current month.
Dispute and enquiry cases per month - How many cases were created and their current status
Dispute and enquiry rates - What percentage of your orders receive disputes or enquiries
Outcome breakdowns - How disputes and enquiries were resolved
Dispute fees - Fees are applied when disputes are created, and repaid if you win the dispute
Klarna loss reasons - Why Klarna disputes were lost
Win rate and evidence submission data - Your success rate when submitting evidence
Reason codes - The most common customer reasons for disputes and enquiries
Note: All data on the Insights page is based on analytics and may have a delay of roughly 12 hours.
This month snapshot
The current month snapshot gives you a quick overview of your performance for the ongoing month. This snapshot includes the following metrics:
Total number of disputes open
Total number of enquiries open
Win rate for closed disputes (percentage of disputes you won or partially won)
Share of enquiries solved before escalation (percentage resolved without becoming disputes)
Total dispute fees applied for the period
Only includes confirmed dispute fees. For a full breakdown of dispute fees, see the “Dispute fees” section.
Note: This summary is calculated from closed disputes and enquiries only. Open cases are not included in these metrics.
Overall
Overall
The left graph in the Kustom Portal shows the current high-level status of all disputes and enquiries raised, based on when they were opened. The right graph shows what percentage of your orders have an enquiry or dispute on them.
An enquiry is an incoming case that may escalate into a dispute if it's not resolved in time. In the Disputes view, enquiries are listed under the "Does not need response" tab. Enquiries have statuses that are prefixed with "warning_*" to differentiate them from actual disputes.
Most enquiries are related to returns, where a customer has paused their payment and registered a return in the Klarna app. These are typically closed once the return is registered and the refund is processed.
If an enquiry escalates into a dispute, it will appear in both the enquiry rate and the dispute rate.
Dispute and enquiry status
This section shows how many disputes and enquiries were opened and closed during each month. You can use this data to understand:
How many enquiries were resolved before becoming disputes
How many disputes were closed
How many disputes and enquiries remain open
How monthly incoming enquiries/disputes change over time
The incoming customer errands will change status over time. For example an “Enquiry - Open” that was created in October may in November change status to “Enquiry - Closed” or “Dispute - Open” depending on the outcome. However it will still always be attributed to the month of October, since that was the month the errand was created.
Dispute and enquiry rate
This section shows what percentage of your orders receive an enquiry or dispute. The chart includes:
Total number of orders with errands (shown on the left axis)
Enquiry rate - The percentage of orders that receive an enquiry
Dispute rate - The percentage of orders that receive a dispute
This helps you track how often customers raise issues on your orders and identify any trends or spikes. An enquiry that escalates into a dispute will show up both on enquiry-rate and dispute-rate. An order could theoretically have multiple errands on it - the enquiry & dispute rate show the share % of orders with at least one enquiry or dispute on it.
Dispute and enquiry outcomes
Dispute and enquiry outcomes
This section shows how cases were resolved. The outcome data is split into two categories: enquiries and disputes.
For enquiries, you will see how many were:
Closed after refund - The enquiry was resolved by issuing a refund
Closed without refund - The enquiry was resolved without issuing a refund
Escalated into a dispute - The enquiry was escalated by the customer into a formal dispute
For disputes, you will see how many were:
Won - The dispute was resolved in your favor
Partially won - The dispute was resolved with a partial refund, meaning some money was returned back to you and some money was returned to the consumer
Lost - The dispute was resolved in the customer's favor
Partial wins are counted as wins in the win rate calculation.
Dispute fees
Dispute fees
The left graph in the Kustom Portal displays dispute fees over time. Dispute fees are applied when a dispute starts. If you win the dispute, the fee will be repaid. An enquiry will not have any dispute fees unless it's not able to be resolved within the enquiry period and gets escalated into a dispute. Each issuer may charge slightly different dispute fees. Kustom does not earn money from dispute fees, and just passes on the fee from the issuer.
Dispute fees
This section shows the fees applied from disputes. You will see:
Total dispute fees per month - The sum of all dispute fees for the month
Confirmed fees from closed disputes - Fees that have been finalized
Preliminary fees for open disputes - Fees incurred from disputes that are still open. These will either be repaid to you, or kept depending on the outcome of the dispute
Klarna closing reasons
When disputes are lost, Klarna provides a loss reason explaining why the dispute was not resolved in your favor. The pie chart shows the distribution of the following loss reasons:
Merchant did not issue refund - You did not refund the customer when required
Merchant did not counter dispute - You did not submit evidence or respond to the dispute
Shipping policy violated - Your shipping practices did not meet the required standards
Proof of delivery inadequate - The proof of delivery you provided was not sufficient
More about Klarna’s loss reasons for disputes can be found here.
Dispute winrate
Dispute winrate
The win rate shows the percentage of your closed disputes that were won or partially won. This section also includes:
Evidence submission rate - The percentage of disputes where you submitted evidence
Win rate when evidence is submitted - Your success rate when you provide evidence
Win rate when no evidence is submitted - Your success rate when you do not provide evidence
The win rate only includes closed disputes. Open disputes are not included in this calculation. The timescale on the X-axis is based on when the errand became a dispute - not when it was closed.
Dispute & enquiry reason
Dispute & enquiry reason
This section shows which customer reason codes are driving your disputes and enquiries. The most common reason codes include:
Goods not received - The customer did not receive the order
Faulty goods - The product received was damaged or defective
Incorrect invoice - The customer was charged incorrectly
Return - The customer wants to return the product
Unauthorized purchase - The purchase was made without the customer's permission
Fraudulent - The purchase is suspected to be fraudulent
Product unacceptable - The product does not match the description or expectations
Normally all enquiries have a standardized enquiry time before they escalate - the difference being fraud-related enquiries. These escalate in a shorter timeframe (typically 3 days), as per the nature of these types of errands, they need to be handled more urgently.
Important information about Insights data
Please note the following when using the Insights page:
All data on the Insights page is based on analytics and may have a delay of roughly 12 hours. Thus there may be a mismatch in the number of errands you see in the dispute overview vs. what’s shown in the Insights section.
Insights shows aggregated trends and overall performance. It does not provide case-level details.
Kustom acts as a middleman in the dispute process, and forwards incoming errands and potential fees from the issuer, as well as evidence from you as the merchant back to the issuer. All decisions are ultimately taken by the issuer.
Fees shown in Insights may not match settlement files month-to-month because of the timing of Klarna's settlement process.
Got any feedback on Insights?
Have feedback on the Insights page or ideas for new metrics and visualizations we should add? We'd love to hear from you!
Reach out to us at support@kustom.co with your suggestions, questions, or any issues you encounter while using the Insights feature.