Use this article to handle Klarna disputes in the Kustom Portal: how the enquiry and chargeback phases work, how to accept, counter or suggest a partial outcome, what evidence Klarna expects for each dispute reason and what Klarna dispute fees cost.

For what applies to every dispute regardless of payment method, see What are disputes.

Klarna disputes have two phases, the enquiry period and the chargeback period. Each phase has its own status in the Disputes section of the Kustom Portal:

A Klarna dispute enquiry begins when a customer challenges an order. The enquiry stays active until the customer withdraws it, Klarna closes it, the order is refunded or the enquiry escalates to a chargeback.

During the enquiry period, you have 35 days to resolve the issue before it escalates to a chargeback.

A Klarna enquiry is an early stage that can help you avoid a dispute fee. Your best strategy is to talk to the customer directly, as they may withdraw the dispute once the issue is resolved. You have three options during a Klarna enquiry:

Customers often open a Klarna enquiry to ask for a refund. Disputes with the network reason code Return are frequently just refund requests. Contact the customer to confirm what they need and refund the order if appropriate.

When a customer files a return dispute in Klarna, it does not appear in the Kustom Portal until the customer adds a tracking number in their Klarna app. Once they add it, the dispute appears in the Kustom Portal and the 35 day enquiry period begins.

To find the tracking number of a Klarna return dispute:

How to verify the tracking number: Go to the carrier's tracking page, enter the tracking ID and check the shipment status, the dates and whether the item was returned to you. For example, DHL shows shipment progress and proof of delivery, PostNord shows "Utdelat" (delivered) or "Returnerat" (returned) and Bring shows status updates with timestamps.

If a Klarna enquiry is not resolved within 35 days, Klarna escalates it to a chargeback. Kustom then holds the disputed amount, which appears on your settlement report as a reversal.

An order can be disputed more than once, for example if the customer wants to present new evidence, disputes the order for a different reason or the case is re-evaluated. Klarna limits this to three disputes per order, in line with industry standards.

Klarna can raise a dispute beyond this limit for unauthorized purchases, legal claims raised through an external authority (such as the National Board for Consumer Disputes), local consumer protection rules (such as the right to object in Sweden) and debt collection cases where Klarna is legally required to provide evidence that the customer must pay.

Klarna disputes appear in the same Disputes list in the Kustom Portal as card and Billie disputes. Open the dispute and choose one of these options:

Once you submit a counter or suggested outcome, you can no longer accept the dispute. The status changes to Under review and the decision is Klarna's from that point.

When you counter a Klarna dispute, you can propose a partial refund instead of contesting the full amount. This proposal, called a suggested outcome, is sent to Klarna together with your evidence and comments. It is not a refund you issue yourself. Klarna decides whether to accept it, reject it or make its own decision.

A suggested outcome fits situations such as a partial return, damage to only part of a shipment, a return fee that reduces what the customer is owed or a partial refund you have already issued.

If you believe the customer is owed nothing, counter the full amount instead. If you agree the customer is owed everything they claim, accept the dispute instead.

If your terms and conditions allow a return fee, include the deduction in your proposed amount. For example, if a customer disputes 1000 SEK and your return fee is 100 SEK, propose 900 SEK. Explain the deduction in the Add reply field and attach your terms and conditions or return fee policy as evidence.

There is only one Proposed refund amount field, so the return fee is not entered as a separate line. Klarna can still accept, reject or change your proposal. A return fee in a suggested outcome is separate from the dispute fee charged when a dispute is lost.

Once submitted, the suggested outcome cannot be edited or withdrawn. If Klarna accepts it, that amount is refunded to the customer and you keep the rest. If Klarna rejects it, Klarna decides based on your evidence, which may mean the full amount is refunded.

These rules apply to every Klarna dispute:

A short timeline of key events (order, shipment, return and refund) and clearly named files, for example Order_Confirmation.pdf, both help your case. Klarna stores proof of delivery for 180 days after the order's activation date, so keep your own copies for at least that long.

Open a dispute reason below to see what evidence Klarna expects.

If you lose a Klarna dispute, a non-refundable dispute fee is charged based on the customer's country. Klarna charges this fee to Kustom, and Kustom passes it on to you. No fee is charged if you win.

The table below shows the Klarna dispute fee for a lost dispute by the customer's country. All fees exclude VAT.

Klarna sets these fees and can change them without notice. Kustom makes reasonable efforts to keep this table current but cannot guarantee it shows the latest figures. Contact Kustom support for the current fees.