What is a Klarna dispute?
A Klarna dispute is raised when a customer contests an order directly through the Klarna app. Unlike disputes through other payment methods, Klarna disputes follow a distinct process and will look different in the Kustom Portal.
There are two key differences to be aware of when handling a Klarna dispute compared to non-Klarna disputes:
A different dispute view
Klarna disputes have a dedicated component in the Kustom Portal. The layout and information displayed are tailored to how Klarna structures its dispute process, so what you see will differ from other payment methods.
The ability to suggest an outcome
When countering a Klarna dispute, you have an additional option not available for non-Klarna disputes: you can propose a partial refund as your suggested outcome. This proposal is sent to Klarna for review as part of your response, giving you a way to proactively suggest a resolution.
Locating disputes in Kustom Portal
Disputes needs to be handled in the Kustom Portal. To find disputes in the Kustom Portal follow the steps below:
Open the Kustom Portal and navigate to the Disputes section in the menu on the left hand side.
Ensure the correct store ID (MID) is selected, particularly if managing multiple stores.
Under the tab Response required you will find all disputes requiring action.
To find a specific dispute you can search for it using order-ID, merchant reference or dispute-ID.
You can also see open disputes on the homepage, by clicking on the dispute card you will be redirected to the Disputes page.
Respond to Klarna disputes
Follow the steps below to respond to a dispute.
Go to the Dispute page and make sure you are in the Response required tab.
Click on the dispute to open the detailed view.
Here, you can review the dispute and submit your response.
You can choose to accept the dispute or counter it
Accept the dispute
To accept the dispute, click Accept dispute
By accepting the dispute you agree with the customer's claim and the customer will be refunded the full disputed amount.
Counter the dispute
If you disagree with the dispute, you can choose to either counter the full disputed amount or suggest an alternative amount. To start the counter dispute process, click on Counter in the top right corner.
Counter the dispute
Click on Counter in the top right corner.
Select Counter the dispute and click Next
In the Category field, select what type of goods that have been delivered.
Physical Goods
Intangible Goods
On Demand / Food Delivery
Add any additional comments in the Comments field.
Upload all relevant supporting evidence.
Review your response:
If anything is incorrect you can go back to edit your response by clicking Previous
If you are happy with your response click on Submit and the information will be sent to Klarna for review.
Once you have submitted a response to a dispute, you can no longer accept it. After responding, the dispute will get the status Under review and resolution process is transferred to Klarna, who reviews your response before moving forward with any actions related to the dispute.
Suggest an alternative amount
Click on Counter in the top right corner.
Select Suggest an alternative amount and click Next
Type in the amount you want to suggest in the Proposed refund amount field
Describe why this outcome is appropriate in the Add reply field
Upload files that supports your suggested outcome
Click on Next
Review your response:
If anything is incorrect you can go back to edit your response by clicking Previous
If you are happy with your response click on Submit and the information will be sent to Klarna for review.
Once you have submitted a response to a dispute, you can no longer accept it. After responding, the dispute will get the status Under review and resolution process is transferred to Klarna, who reviews your response before moving forward with any actions related to the dispute.
After you respond
Once you submit your response to a Klarna chargeback dispute, the case moves out of your hands and into Klarna's review process. Here is what to expect at each stage.
The dispute moves to Under review
After submitting, the dispute status in the Kustom Portal changes from Response required to Under review. You will no longer be able to edit or add to your submission. No further action is needed from you at this stage.
Klarna reviews your response
Klarna assesses your evidence and reaches a decision. The time this takes varies by case and there is no fixed window. You can monitor the status in the Under review tab on the Disputes page.
The dispute closes with an outcome
Once Klarna has made a decision, the dispute moves to the Closed tab and the status updates to one of the following:
Outcomes | What it means |
Won | Klarna ruled in your favor. The disputed amount is returned to you. |
Lost | Klarna ruled in the customer's favor. This can mean one of three things:
|