How Klarna disputes work

Klarna disputes have two phases: the enquiry period and the chargeback period.

An enquiry begins when a customer challenges an order. It remains active until it is withdrawn by the customer, closed by Klarna, escalated to a chargeback or refunded.

During the enquiry phase, Klarna directs the customer to contact you directly. You have 35 days to resolve the issue before it escalates.

⚠️ Exception: fraudulent transactions skip the enquiry phase entirely and are immediately escalated to a chargeback.

Enquiry disputes

Enquiries are an early step that can help you avoid a dispute fee. Your best strategy is direct communication with the customer, who may choose to withdraw the dispute once the issue is resolved.

You have three options during an enquiry:

Accept the dispute
Agree to the refund and issue it. This can also be done by refunding the order directly.
Let it escalate
If no action is taken within 35 days it automatically becomes a chargeback, at which point you can submit evidence.
Contact the customer
Reach an amicable solution and have the customer withdraw their dispute.

Full refunds of 95% or more of the disputed amount close the enquiry within about 10 minutes. Partial refunds below 95% trigger a 48 hour waiting period before Klarna closes the enquiry, during which no escalation happens. This delay lets Klarna confirm no further refunds are needed.

Refund requests as enquiry disputes

Customers often open an enquiry as a way to request a refund. Disputes with the network reason code Return are frequently just refund requests. Contact the customer to confirm what they need and process the refund if appropriate.

Finding the tracking number for a return dispute

When a customer files a return dispute in Klarna, it will not appear in the Kustom Portal until the customer adds a tracking number in their Klarna app. Once added, the dispute becomes visible in the Portal and the 35 day enquiry window begins.

Where to find the tracking number: go to Disputes in the Kustom Portal, open the return dispute, click Step by step guide, then click Review the claim details to see the carrier, return date and tracking number, for example DHL, PostNord or Bring.

Note: In rare cases there may be no tracking ID. If so, contact the customer and ask for the carrier name, the tracking number and a tracking link or screenshot from the carrier's website.

How to verify it: go to the carrier's tracking page, enter the tracking ID, and confirm the shipment status, 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 and timestamps.

Chargeback disputes

If an enquiry is not resolved within 35 days, Klarna escalates it to a chargeback. Kustom then places a hold on the disputed amount and the potential dispute fee, which appears on your settlements.

Submit one structured response within 13 days of escalation.
If you win, the funds and fee are returned to you.
If you lose, Kustom deducts the amount and Klarna refunds the customer.

Multiple disputes on one order

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 reevaluated. Klarna limits this to three disputes per order, in line with industry standards.

Exceptions where Klarna can raise a dispute outside this limit include unauthorized purchases, legal claims raised through an external authority such as the Central Arbitration Committee or 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 of the customer's obligation to pay.

Managing partial vs full returns

Full order disputed, only part returned
Ask the customer to withdraw and refile for the correct amount, or counter the claim with clear evidence of what was returned and what was kept.
One item returned from an order with several items
Document clearly which item was returned and refunded, and submit this as evidence to show compliance with your refund policy.

Responding to a Klarna dispute

Klarna disputes appear in the same Disputes list in the Kustom Portal as card and Billie disputes. Open the dispute and choose to accept or counter it.

Accept the dispute
Click Accept dispute. The customer is refunded the full disputed amount.
Counter the full disputed amount
Click Counter, select Counter the dispute, then choose the category that matches the goods delivered: Physical Goods, Intangible Goods or On Demand / Food Delivery. Add comments and upload evidence, then review and submit.
Suggest an alternative amount
See the suggested outcome section below.

Once submitted you cannot accept the dispute afterward. The status moves to Under review and the decision is entirely Klarna's from that point.

Suggested outcome

When countering 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 counter with its own determination.

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

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

Suggested outcome and return fees

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

There is only a single Proposed refund amount field, so the fee is not entered as a separate line item. Klarna can accept, reject or counter your proposal regardless. A suggested outcome return fee is separate from the dispute fee Kustom charges when a dispute is lost.

How to submit a suggested outcome

Click Counter, select Suggest an alternative amount, then click Next.
Enter the amount in the Proposed refund amount field.
Explain why the amount is appropriate in the Add reply field.
Upload supporting evidence such as your return policy, proof of partial return, or item condition photos.
Review and click Submit.

Once submitted, the response cannot be edited or withdrawn. If Klarna accepts your proposal, that amount is refunded and the remaining balance stays with you. If Klarna rejects it, Klarna makes its own determination based on your evidence, which may result in the full amount being refunded instead.

Evidence Klarna expects

General submission rules

These apply to every Klarna dispute type.

Evidence must be directly linked to the disputed Klarna capture.
Evidence must be legible, complete and clearly attributable to the transaction.
Documents must be uploaded as PDF.
Only one file can be uploaded per dispute. If you have multiple documents, consolidate them into a single PDF before submitting.
Include a clear explanation of how the evidence addresses the customer's claim.
Submit within the deadline Klarna specifies.

A short timeline summary of key events (order, shipment, return, refund) and clearly labelled 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.

The following will result in the dispute being resolved in the customer's favor regardless of category: illegible, incomplete or unrelated evidence, a response that does not directly address the dispute reason, a missed deadline, asking for more time without a substantive response and saying a refund will be issued without actually issuing one.

Refund not processed

Decision focus: whether the return was received or rejected for a valid reason, and whether return instructions were provided when requested.

Mandatory: state one clear outcome, refund accepted, refund rejected with a specific reason, return not received or fraudulent return supported by documentation. If tracking shows delivered, stating "not received" without explanation is not sufficient. Return instructions must be provided on request, and unless a prepaid label is used, the return address and process must be published on your website.

Recommended: warehouse receipt logs, inspection reports, photos of returned package contents, internal case notes and any relevant customer communication.

Products or services not received

Decision focus: whether you can prove shipment and delivery in accordance with Klarna's Merchant Protection Program.

Mandatory proof of delivery for physical goods must include all of the following:

Date of delivery (YYYY-MM-DD) and delivery status.
The recipient's address, matching the shipping address approved at checkout.
The full name of the person who placed the order, matching the name approved at checkout.
The full name of the recipient the order was delivered to. Not required for contactless deliveries, meaning no contact between the carrier and the customer, such as a storage box or mailbox drop.
The tracking ID for the last mile carrier.

A link to online tracking is not sufficient on its own, an attachment is required. If submitted separately, the documentation must be linked to the tracking ID, order ID or another reference number.

Signature or ID verification is required in addition to the above if an order is split into multiple shipments and any single shipment is valued above 750 USD or the local equivalent. BankID or an equivalent ID check counts as a signature. For orders above that threshold, Klarna also accepts a QR code or OTP as proof, provided you can show how the code was delivered to the recipient's approved contact details and evidence that the recipient used it.

Pickup points: if a parcel is redirected to a pickup point within 10km of the original shipping address, the pickup point's address does not need to match the address approved at checkout, but the proof of delivery must show the package was collected there.

Part of an order not received: if the customer claims only some items are missing, provide the standard proof of delivery above plus at least one additional piece of evidence, such as the weight of each item matching the shipping note, photos or footage of the packed parcel showing all items, a packing list, a customer conversation confirming full receipt, or a written statement from whoever packed the order.

Recommended: a screenshot from your system confirming fulfillment and dispatch, carrier GPS or photo proof as supporting evidence only and a timeline summary from order date to confirmed delivery.

For on-demand or high frequency deliveries such as food or grocery orders, Klarna also expects the time of delivery, whether it was handed to a person or left contactless, and strongly encourages a GPS delivery map or a photo of the items at the customer's address.

Products defective or not as described

Decision focus: whether the product significantly deviates from what was advertised, and whether you handled the issue in accordance with Klarna's requirements.

A claim is treated as a valid significant deviation if the item is materially different from its description, the customer received a completely different item, its condition was misrepresented, it was advertised as authentic but is not, it is missing parts, it was damaged in shipment, or it is unusable in the state it arrived and that was not disclosed.

Mandatory: state clearly whether the claim is valid or invalid, with reasoning. If already resolved, provide evidence of the resolution.

Acceptable resolutions include sending the missing parts, offering compensation when the product works but does not fully match its description, offering a repair, or offering a return for a refund. Compensation is not acceptable when the customer specifically requests a return, and return costs cannot be pushed onto the customer where a prepaid return is required. Negotiating a discount when the customer wants to return is also not acceptable.

You are generally protected from a deviation claim if the defect was correctly described in your listing, the complaint is a subjective taste or preference issue rather than a functional fault, the quality matches the price paid, the customer ordered the wrong color or material on a made to order item, the product works but simply underperforms the customer's personal expectations while matching your description, minor wear was disclosed for an item sold as used, or a reasonable compensation was offered and Klarna considers it fair but the customer declined it.

Recommended: internal case notes confirming your assessment or inspection findings, and any relevant customer communication.

Incorrect amount

Decision focus: whether the invoiced amount matches what the customer agreed to at checkout.

Mandatory: a copy of the invoice with an explanation of why the amount is correct, linked to the Klarna order. If a cancellation is involved, evidence of how it was handled and any relevant terms and conditions. Proof of any refund or correction actually issued.

Recommended: correspondence where pricing or invoice concerns were raised and explained to the customer.

Unauthorized transaction

Decision focus: whether the order was actually placed by the customer named on the transaction.

Mandatory: the same proof of delivery required for a goods not received claim, showing the recipient matches the details approved at checkout. For intangible goods, both proof of delivery and proof of consumption are required, for example an email delivery record together with login or usage data.

Without a timely, valid proof of delivery, this type of claim is decided in the customer's favor by default.

Fraud and general tips

For fraudulent transaction disputes, share your shipping policy as an attachment or link.
If the customer confirms the price was incorrect, attach the supporting documents against the claim, such as order details.
If you fully or partially refunded the payment before it became a chargeback, attach the refund details.

Klarna dispute fees

If a dispute is lost, a fee that cannot be refunded is charged based on the customer's country. Klarna charges this fee to Kustom, and the cost is passed on to you.

All fees below are excluding VAT.

Buyer country	Currency	Klarna dispute fee
EEA	EUR	15
UK	GBP	10
Switzerland	CHF	15
Norway	NOK	150
Denmark	DKK	150
Sweden	SEK	150
Poland	PLN	15
Czech Republic	CZK	250
US	USD	15
Canada	CAD	20
Australia	AUD	25
New Zealand	NZD	25
Romania	RON	70

These fees are set by Klarna and are subject to change without notice. Kustom makes reasonable efforts to keep this table current but cannot guarantee it reflects the latest figures. Contact Kustom support for the most current fees.

Key reminders

⚠️ You only get one chance to respond. No further responses are allowed.

⚠️ Missed the deadline? The dispute is automatically lost.

⚠️ All outcomes are final.