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 Disputes Insights becomes available in your Kustom Portal.
Overview
The Disputes Insights page consolidates analytics data from all your disputes and enquiries, giving you a comprehensive view of case volumes, outcomes, fees and win rates over time. Data is updated approximately every 12 hours.
With Disputes Insights, you can:
Track the volume and status of disputes and enquiries each month
Monitor how often disputes and enquiries occur relative to your order volume
Review how cases are resolved and what drives wins or losses
Monitor dispute fees and understand what drives costs
Analyze win rates and the impact of submitting evidence
Identify the most common reason codes behind disputes and enquiries
How to access Disputes Insights
You can access the Disputes Insights page from the main navigation menu in the Kustom Portal.
Log in to the Kustom Portal.
Select Insights in the menu.
Navigate to the Disputes tab.
If you do not see the Insights option in the menu, you do not have the required access role.
Who can access Disputes 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.
Monthly snapshot
The monthly snapshot gives you a quick summary of how your disputes and enquiries are performing in the current month. Win rates, resolution metrics and dispute fees are all based on closed cases. Fees are shown in SEK based on the exchange rate from the date they were issued.
The snapshot includes five key metrics:
Current disputes: The total number of open disputes, split between those requiring a response and those where evidence has already been provided.
Current enquiries: The total number of open enquiries, split between returns-related cases and those that will escalate into a dispute within 7 days if not resolved.
Dispute win rate: The share of closed disputes that were won or partially won this month, shown alongside the change compared to last month.
Share of enquiries solved before escalation: The percentage of enquiries resolved without becoming disputes, shown alongside last month's figure.
Dispute fees (SEK): The total net dispute fees for the current month, compared to last month.
Note: Analytics data may have a short delay compared to your real-time disputes view.
Dispute overview
This section shows case trends and volumes, letting you compare active cases by the month they were raised against the share of orders that received a dispute or enquiry.
Enquiries are early-stage issues that usually close automatically once a return is registered and the refund is processed. They appear in your main disputes view under "Does not need response" with a warning status. If an enquiry is not resolved in time, it escalates into a dispute and is tracked in both the enquiry and dispute rates.
Disputes & enquiries by month raised
This chart shows the total number of disputes and enquiries raised each month, broken down by their current status:
Dispute - closed
Dispute - open
Enquiry - closed
Enquiry - open
Cases are always attributed to the month they were originally raised, even if their status changes later. This lets you track how a given month's caseload evolves over time.
Dispute & enquiry rates by order date
This chart shows what share of your orders received a dispute or enquiry, based on the date the order was placed. It overlays two lines on top of a bar chart showing the total number of orders with cases:
Enquiry rate: The percentage of orders that received an enquiry
Dispute rate: The percentage of orders that received a dispute
An enquiry that escalates into a dispute is counted in both rates. Use this chart to identify spikes and understand whether changes in case volume are driven by order growth or a genuine increase in dispute frequency.
Dispute & enquiry outcome
This section shows the final results for all closed enquiries and disputes. Dates in this view refer to when the case was originally raised, not when it was closed. Issues can be resolved before escalation by issuing a refund or by settling the matter directly with the shopper.
Enquiry outcome
The Enquiry outcome chart shows how closed enquiries were resolved each month:
Closed after refund: The enquiry was resolved by issuing a refund
Closed without refund: The enquiry was resolved without issuing a refund
Escalated into dispute: The enquiry was not resolved in time and became a formal dispute
Dispute outcome
The Dispute outcome chart shows how closed disputes were resolved each month:
Won: The dispute was resolved in your favor
Lost: The dispute was resolved in the customer's favor
Note: A partial win means the refund was split between you and the shopper. Partial wins are counted as wins in all win rate calculations.
Dispute fees
This section lets you monitor your net dispute fees and understand what is driving costs. Fees are charged when a dispute is opened and are automatically refunded if you win. Enquiries that do not escalate into disputes never result in fees.
Analytics reflect net fees based on when a dispute was originally raised. Because a fee may be charged in one month and refunded in another, these totals may not match your settlement files, which reflect the actual date of each transaction.
Dispute fees (SEK)
This bar chart shows confirmed net dispute fees per month, based on closed disputes. Use it to track your fee exposure over time and identify months with unusually high costs.
Klarna dispute loss reason
When a Klarna dispute is lost, Klarna provides a loss reason explaining why the outcome was decided in the customer's favor. The pie chart shows the distribution of the following reasons:
Shipping policy violated: Your shipping practices did not meet the required standards
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
Proof of delivery inadequate: The proof of delivery you provided was not sufficient
Dispute win rate
This section shows your success rates across all closed disputes, categorized by the month the dispute was originally raised. Partial wins are counted as full wins in all calculations.
Dispute win rate
The Dispute win rate chart tracks three metrics over time:
Overall: Your win rate across all closed disputes
Evidence submitted: Your win rate for disputes where you submitted evidence
Evidence not submitted: Your win rate for disputes where no evidence was provided
The evidence submission rate is shown as a bar chart on a secondary axis, so you can see how often evidence is being submitted alongside the impact it has on outcomes.
Dispute reason & win rate
This chart breaks down dispute performance by the issuer's reason classification. For each reason category it shows:
Number of disputes: The total volume of disputes for that reason (bar chart)
Dispute win rate: Your win rate for that reason category (line)
Evidence submission rate: How often evidence was submitted for that reason (line)
This helps you identify which reason categories you are most and least successful at defending, and where submitting evidence has the greatest impact.
Disputes & enquiry reason
This section identifies the most frequent reasons behind your enquiries and disputes. The charts display the official reason codes provided by issuers to categorize each case.
Enquiry reason
The Enquiry reason chart shows the monthly volume of enquiries broken down by reason code:
Faulty products: The product received was damaged or defective
Products not received: The customer did not receive their order
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
Dispute reason
The Dispute reason chart shows the monthly volume of disputes broken down by reason code:
Credit not processed: A refund or credit was not applied
Faulty products: The product received was damaged or defective
Fraudulent: The purchase is suspected to be fraudulent
General: Cases that do not fit a specific category
Products not received: The customer did not receive their order
Incorrect invoice: The customer was charged incorrectly
Product unacceptable: The product did not match the description or customer expectations
Return: The customer wants to return the product
Unauthorized purchase: The purchase was made without the customer's permission
Monitoring reason code trends over time helps you identify recurring issues that may point to operational problems, such as logistics failures or invoicing errors, that can be addressed proactively.
Important information about Disputes Insights data
Please keep the following in mind when using this page:
All data is based on analytics and may have a delay of roughly 12 hours. This can cause small discrepancies between the numbers shown here and your real-time disputes view.
Disputes Insights shows aggregated trends and overall performance. It does not provide case-level details.
Kustom acts as a middleman in the dispute process, forwarding incoming errands and potential fees from the issuer and evidence from you back to the issuer. All decisions are ultimately made by the issuer.
Fees shown in Insights may not match your settlement files month-to-month due to the timing of Klarna's settlement process.
Dates in outcome and win rate views refer to when the case was originally raised, not when it was closed.