Use this article to understand the Disputes Insights page in the Kustom Portal, which shows your dispute and enquiry volumes, outcomes, win rates and dispute fees over time.

Disputes Insights brings together analytics data from all your disputes and enquiries. Data is updated approximately every 12 hours. With Disputes Insights, you can:

Only users with one of these roles can view Insights in the Kustom Portal:

If you do not have one of these roles, Insights is not shown in your Kustom Portal menu. See User management.

The filters at the top of the Disputes Insights page apply to every chart and to the dispute table. You can narrow the data by:

Click the X to the right of the filters to reset them. Each chart has icons in its top right corner to switch to a table view, download the data or open the chart in full screen.

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 based on closed cases. Fees are shown in SEK, using the exchange rate from the date they were issued.

The monthly snapshot includes five key metrics:

Analytics data may be slightly behind your real-time Disputes view. The timestamp under the snapshot shows when the data was last updated.

The dispute overview shows case trends and volumes, comparing active cases by the month they were raised with 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 Disputes view under Does not need response. If an enquiry is not resolved in time, it escalates into a dispute and is counted in both the enquiry rate and the dispute rate.

This chart shows the number of disputes and enquiries raised each month, split by their current status: Dispute - closed, Dispute - open, Enquiry - closed and Enquiry - open.

Cases always count towards the month they were raised, even if their status changes later. This lets you see how each month's caseload develops over time.

This chart shows what share of your orders received a dispute or enquiry, based on the date the order was placed. Two lines are shown over a bar chart of the number of orders with cases:

An enquiry that escalates into a dispute is counted in both rates. Use this chart to spot spikes and see whether changes in case volume come from order growth or a real increase in disputes.

This section shows the final results of all closed enquiries and disputes. Dates refer to when the case was raised, not when it was closed. Cases can be resolved before escalation by refunding the order or agreeing a solution with the customer.

The Enquiry outcome chart shows how closed enquiries were resolved each month:

The Dispute outcome chart shows how closed disputes were resolved each month:

A partial win means the refund was split between you and the customer. Partial wins count as wins in all win rate calculations.

This table compares how you responded to disputes with how they ended. Each row is a merchant dispute response, for example Evidence submitted, Refunded or No response. The columns show the total number of disputes and how many were Won, Partial win, Lost, Under review or Still open. Use it to check whether disputes you did not respond to are consistently lost.

When a Klarna dispute is lost, Klarna gives a loss reason explaining why the customer won. The chart shows how often each of these Klarna loss reasons occurs:

This section shows your success rate across all closed disputes, grouped by the month each dispute was raised. Partial wins count as full wins.

The Dispute win rate chart tracks your win rate over time:

The number of disputes is shown as bars on a second axis, so you can see volume alongside the effect evidence has on outcomes.

A count of disputes per issuer reason code in the selected period, for example Goods not received or Return. This is the quickest way to see which type of dispute you receive most.

This chart breaks down dispute performance by the issuer's reason category. For each reason it shows:

This helps you see which dispute reasons you defend most and least successfully, and where submitting evidence has the biggest effect.

This section shows the most common reasons behind your enquiries and disputes, using the official reason codes from the issuers.

The Enquiry reason chart shows the monthly number of enquiries by reason code:

The Dispute reason chart shows the monthly number of disputes by reason code:

Following reason code trends over time helps you spot recurring problems, such as delivery failures or invoicing errors, that you can fix before they cause more disputes.

This section shows your dispute fees and the amounts reserved while disputes are open.

A dispute fee is charged when a dispute is lost. The disputed amount is reserved when a case becomes a dispute. For most payment methods this happens from the start, while Klarna cases begin as enquiries and only become disputes if not resolved in time. If you win a dispute, no fee is charged and the reserved amount is released to you. Enquiries that do not escalate never result in fees.

Disputes Insights shows fees by the date the dispute was raised, and reserved or lost amounts by the reversal date. These totals may therefore not match your settlement reports, which use the actual date of each transaction.

This bar chart shows confirmed dispute fees per month, based on lost disputes. Use it to track your fee costs over time and spot months with unusually high costs.

This chart shows disputed amounts per month, split into:

At the bottom of the Disputes Insights page, the dispute table lists every case individually, so you can go from the charts to the specific disputes behind them. The filters at the top of the page also apply to this table. Each row shows:

Click the download icon in the table header to export the filtered rows to CSV, for example to reconcile lost amounts with your accounting. Click the full screen icon to see more columns at once.