What is a suggested outcome?
When you counter a Klarna dispute, you have two ways to respond:
Counter the full disputed amount.
You disagree entirely with the claim and want to keep the full amount as is.Suggest an alternative amount.
You propose a partial refund instead of contesting the whole claim. This proposed amount is your suggested outcome.
A suggested outcome is not a refund you issue yourself. It is a proposal sent to Klarna together with your evidence and comments. Klarna reviews the proposal and decides whether to accept it, and only Klarna's decision determines what actually happens to the disputed funds.
This option only exists for Klarna disputes. Non-Klarna disputes do not have a suggested outcome step, you can only accept or counter the full amount.
When to use a suggested outcome
A suggested outcome makes sense whenever the customer's claim is partially valid, but not to the extent they are disputing. Common situations include:
Partial returns.
The customer disputed the full order but only returned some of the items.Damaged or missing items.
Only part of the shipment was affected, so only that part should be refunded.A return fee applies.
Your terms and conditions allow you to deduct a return fee, so the amount owed to the customer is lower than the full disputed amount.A refund was already issued.
You have already partially refunded the order and want the dispute resolved for the remaining balance.
If you believe the customer is not owed anything, use Counter the full disputed amount instead. If you agree the customer is owed everything they are claiming, use Accept the dispute rather than suggesting an outcome.
Suggested outcome and return fees
If your terms and conditions permit charging a return fee, you can reflect that deduction in your proposed amount rather than proposing a refund of the full disputed sum.
For example, if a customer disputes 1000 SEK and your return fee is 100 SEK, your proposed refund amount would be 900 SEK. Explain the deduction clearly in the Add reply field and attach your terms and conditions, or another document showing the return fee policy, as supporting evidence.
A few things to keep in mind:
The return fee itself is not entered as a separate line item in the dispute flow.
Unlike a standard refund on the order page, where you can add a return fee as its own field, a Klarna dispute only has a single Proposed refund amount field. Build the fee deduction into that number and explain it in your comments.Klarna can accept, reject, or counter your proposal.
Proposing a return fee deduction does not guarantee Klarna will side with you. Strong supporting evidence, such as your published return policy, increases the likelihood of an accepted outcome.This is separate from the dispute fee.
A dispute fee is what Kustom charges you if the dispute is lost, and is unrelated to any return fee you charge the customer. See Dispute fee for details on how that works.
How to submit a suggested outcome
Go to the dispute in the Kustom Portal and make sure you are in the Response required tab.
Click the dispute to open it, then click Counter in the top right corner.
Select Suggest an alternative amount and click Next.
Enter the amount you want to propose in the Proposed refund amount field.
Explain why this amount is appropriate in the Add reply field. If a return fee is part of the deduction, state the fee amount and reference your terms and conditions.
Upload supporting evidence, such as your return policy, proof of partial return, or item condition photos.
Click Next, review your response, then click Submit.
Once submitted, the response cannot be edited or withdrawn. The dispute moves to Under review and the decision is entirely in Klarna's hands from that point.
What happens after you submit
Klarna accepts your proposed amount.
The dispute closes with that amount refunded to the customer, and the remaining balance stays with you.Klarna rejects your proposed amount.
Klarna makes its own determination based on your evidence, which may result in the full amount being refunded instead.
Either way, you cannot revise or resubmit once you have responded. This is why it is worth taking the time to document the return fee or partial return clearly before you submit.
Related articles: Managing Klarna disputes, Klarna Disputes, Refund order, Dispute fee.