Disputes Flow 2026 in Klarna Partner Portal
How Partners who accept Klarna through Worldpay and handle their disputes in the Disputes app in Klarna Partner Portal move to Disputes Flow 2026, and what changes for them.
34 min read
At the beginning of November 2026, Klarna moves your store to Disputes Flow 2026 if you handle your disputes only in the Disputes app in Klarna Partner Portal. Here's what changes, and how to handle disputes in the Disputes app.
What you need to do
Before the change
- 1.Share this guide with everyone in your team who works on Klarna disputes.
- 2.Make sure your team can create PDF files: evidence for new disputes is accepted only as PDF (Before you respond).
- 3.If your payment provider also responds to Klarna disputes for you, agree with them who responds to which disputes, and who watches the deadlines, especially the 4-day deadline for Purchase high-risk disputes (When your payment provider also responds).
After the change
- 1.Check both parts of the sidebar, DISPUTES FLOW 2026 (NEW) and DISPUTES FLOW 2020 (LEGACY), every working day until your last Flow 2020 dispute is closed (Sidebar).
- 2.Respond to each new dispute only once, with everything in that one response (Before you respond).
- 3.Respond by logging in to Klarna Partner Portal and opening the dispute there.
Nothing to sign up for
You don't need to sign up, switch anything on, install anything, or change your settings. Klarna moves your store for you (Flow 2020 and Flow 2026 disputes).
What's new in Disputes Flow 2026
| Disputes Flow 2026 | Disputes Flow 2020 | |
|---|---|---|
| More time to prepare your response | 21 calendar days from Klarna's request | 14 calendar days |
| One request, no follow-up rounds | Klarna sends one request. You make your case once, and Klarna decides on it. | Up to 3 requests, one response to each, 7 calendar days to answer each follow-up request |
| Less noise | You see a dispute only once Klarna escalates it to you, so you deal only with the cases that need your response. Cases that are resolved before that never reach you (Flow 2026 pages) | Disputes are also listed before Klarna escalates them, in the No response required tab on All disputes |
| Faster decisions | Klarna decides within 30 calendar days after your response | Up to 60 days |
| From Klarna's request to the decision | At most 51 days (21 + 30) | At most 88 days (14 + 7 + 7 for three requests, plus 60) |
| An explanation when you lose | The dispute page shows Klarna's explanation of its decision in 2–3 sentences, next to the outcome and the detailed outcome (Outcome explanation, Closed disputes) | A written explanation only when Klarna adds one |
| One simple form for every reason | Your evidence as PDF, explained in your own words (up to 5,000 characters) | Different questions for each reason, with drop-down lists, dates, uploads and fixed fields |
| A customer evidence summary with photos | One PDF with the customer's answers, a short summary of the dispute and the photos the customer uploaded (Customer evidence summary) | The same summary |
| Offer a partial refund (new) | Propose a partial refund amount in your response; Klarna reviews it together with your evidence | Not possible |
| Statistics for the new process | A separate Disputes overview, including a chart of Outcomes over time | One overview for returns and disputes |
| The right to appeal | For disputes opened on or after March 1, 2027, you can appeal Klarna's preliminary decision before it becomes final (Upcoming changes) | No appeal |
What works differently
| Disputes Flow 2026 | Disputes Flow 2020 | |
|---|---|---|
| Files you can upload | PDF only (Before you respond) | Images, PDF and Word (.docx) |
| Tabs on Open disputes | Initiated and Representment | Response required and Under review |
What stays the same
- Disputes that follow the old process (Flow 2020 and Flow 2026 disputes) stay under DISPUTES FLOW 2020 (LEGACY) and finish under today's rules.
- Until March 1, 2027, Klarna charges nothing and holds nothing while a dispute is open. You are only charged if you lose, accept the loss, Klarna accepts your partial refund offer, or you refund the order (Chargebacks and fees by outcome). What changes from March 1, 2027: Upcoming changes. If a payment provider pays you out, ask them how they handle open disputes.
- Dispute fees, under your agreement with Klarna or your payment provider: no change until March 1, 2027 (Upcoming changes).
- The deadlines for Purchase high-risk and Purchase unauthorized disputes (Deadlines). Check High-risk orders every day, weekends included, and Unauthorized every working day (in both sidebar parts while there are two).
- Reminder emails: Klarna emails you when a deadline is less than 72 hours away (Purchase high-risk: less than 24 hours).
- Your Email & dispute settings (Flow 2026 pages), the customer evidence summary (Customer evidence summary), dispute assignment, and the order and customer details on the dispute page.
- The time the customer has to sort out a problem with you before Klarna escalates a dispute (States and your options).
- You can view closed disputes for 180 days after they close.
Flow 2020 and Flow 2026 disputes
At the beginning of November 2026, Klarna moves your store to Disputes Flow 2026 if you handle your disputes only in the Disputes app in Klarna Partner Portal. Each of your stores or Payment Accounts is moved separately: if one isn't moved, its disputes keep using Flow 2020.
Disputes opened after your store is moved are in DISPUTES FLOW 2026 (NEW). For a dispute opened before your store is moved, the moment Klarna finished collecting information from the customer (States and your options, step 1) decides:
| What happened before Klarna escalated the dispute to you | Section |
|---|---|
| The customer answered Klarna's questions before your store is moved | DISPUTES FLOW 2020 (LEGACY), also when Klarna escalates the dispute to you after your store is moved |
| The customer answered Klarna's questions after your store is moved | DISPUTES FLOW 2026 (NEW) |
| The customer didn't answer, and Klarna escalated the dispute when the customer's time to answer ran out | The moment the time ran out decides: before your store is moved → Flow 2020; after your store is moved → Flow 2026 |
| Klarna didn't ask the customer any questions | DISPUTES FLOW 2020 (LEGACY) |
- When a dispute moves to Flow 2026 this way, it disappears at that moment from the No response required and All tabs of All disputes under DISPUTES FLOW 2020 (LEGACY), and appears under DISPUTES FLOW 2026 (NEW) only when Klarna escalates it to you (Flow 2026 pages).
A dispute's section is final
Once Klarna has escalated a dispute to you, its section doesn't change until the dispute is closed. The move is permanent: disputes in Flow 2026 can't be moved back to the old process.
Examples
| Example 1 | Example 2 | |
|---|---|---|
| The customer opened the dispute | Monday, October 26, 2026 | Friday, October 30, 2026 |
| The customer answered Klarna's questions | Wednesday, October 28, 2026, before your store is moved | Wednesday, November 4, 2026, after your store is moved |
| Section | DISPUTES FLOW 2020 (LEGACY), today's rules: Klarna can send follow-up requests | DISPUTES FLOW 2026 (NEW) |
| Klarna escalates it to you | Wednesday, November 18, 2026 | Wednesday, November 25, 2026 |
| Your deadline | Wednesday, December 2, 2026 (first deadline, 14 calendar days) | Wednesday, December 16, 2026 (21 calendar days) |
The Disputes app
Sidebar
While you still have Flow 2020 disputes, the sidebar has two parts, each under its own heading:
| Heading | Pages under it |
|---|---|
| DISPUTES FLOW 2020 (LEGACY) and DISPUTES FLOW 2026 (NEW) | Each has the same pages: Open disputes · Unauthorized · High-risk orders · All disputes · Statistics |
| SETTINGS | Email & dispute settings |
Always check which heading a page is under. Under DISPUTES FLOW 2026 (NEW), the number next to Open disputes, Unauthorized and High-risk orders is the number of disputes waiting for your response (state Initiated).
When you have no Flow 2020 disputes left (180 days after your last one was closed, when it stops being visible), the headings and the Flow 2020 Statistics page disappear. You then see one list of Flow 2026 pages, in this order: Open disputes, Unauthorized, High-risk orders, All disputes, Email & dispute settings, Statistics.
Flow 2026 pages
| Page | What it shows |
|---|---|
| Open disputes | Two tabs: Initiated and Representment (states: States and your options). |
| Unauthorized | The same two tabs, only for Purchase unauthorized disputes. |
| High-risk orders | The same two tabs, only for Purchase high-risk disputes. |
| All disputes | Every Flow 2026 dispute, open and closed. Use the State filter to narrow it down. |
| Statistics | The Disputes overview (Statistics). |
| Email & dispute settings | These settings apply to both sections. |
A Flow 2026 dispute is shown, and found by search, only from the moment Klarna escalates it to you and sends its request: it then appears on Open disputes in the Initiated tab. A Flow 2026 dispute that closes before Klarna escalates it to you is never shown.
Dispute list
Columns: Dispute KRN · Partner ref. · Reason · Dispute created · Deadline · Assigned user · State · Dispute amount · Action
| Column | What it shows |
|---|---|
| Dispute KRN | The long identifier of a Flow 2026 dispute. It always starts with krn:network: ("KRN" is the name of Klarna's identifier format). |
| Partner ref. | Your own reference for the order. |
| Reason | Why the customer disputes the purchase, with the Flow 2026 reason name (Dispute reasons). |
| Dispute created | The date and time Klarna escalated the dispute to you (sent its request). |
| Deadline | Your response deadline, shown only while the dispute is Initiated; otherwise N/A (not applicable). |
| Assigned user | The email address of the person in your team the dispute is assigned to. Empty when the dispute isn't assigned. |
| State | Initiated, Representment or Closed. Closed disputes get a second line, Partner won or Partner lost (Closed disputes), and • Fee added if a dispute fee was charged. |
| Dispute amount | The amount the customer disputes: currency code first, then the amount with two decimals (EUR 49.90). N/A with an information icon when the amount isn't confirmed yet. |
| Action | Respond when you need to act; View otherwise. |
- Lists are sorted by creation date, oldest first ("Sorted by: creation date"). The order can't be changed.
- Filters: store, Reason, Deadline, Dispute created, Assigned user (All / Assigned to me / Unassigned), and on All disputes also State (All, Initiated, Representment, Pre-Arbitration, Arbitration, Closed; States and your options).
- Searching: search by the order number or the Dispute ID (Dispute details).
- Text search ignores the other filters, except the store.
- The search looks at the 100 oldest matching disputes in both sections together and shows the Flow 2026 disputes among them, so when more than 100 disputes match, newer Flow 2026 disputes aren't shown.
- Flow 2026 search shows at most 20 results.
- Export results downloads the list you see (the current tab and your filters, except Assigned user) as a spreadsheet file (
disputes.) for Excel or Google Sheets, with columns including Dispute KRN, reason, state, deadline, disputed amount, outcome (csv WONorLOST), detailed outcome, chargeback amount and dispute fee. An export from the Flow 2026 pages contains only Flow 2026 disputes; export Flow 2020 disputes from the Flow 2020 pages.
Dispute details
At the top: ID: … (the Dispute ID, the short identifier to use in search and when you contact Klarna), then Klarna Reference (the Klarna payment), Reason, Partner, Disputed amount, Dispute date, Deadline and State. Card chargebacks also show Chargeback dispute: Yes.
- Dispute date is the date Klarna escalated the dispute to you, the same as Dispute created in the list (Dispute list).
- The order details show (Partner reference 1, Partner reference 2, Order date, Dispute ID, Dispute KRN, Disputed amount, Order amount, Capture ID, Capture amount, and Region if your store sells in more than one region), the customer's name and email, and the Disputed products.
- Klarna's request is shown with the author Klarna and a label: Unresolved (waiting for your response), Responded (After you submit), Deadline expired (Missed deadlines) or Loss accepted (Accept the loss). A Due soon label appears when less than 3 days are left.
Statistics
Statistics under DISPUTES FLOW 2026 (NEW) opens the Disputes overview.
- It shows only Flow 2026 disputes. Your Flow 2020 statistics stay under Statistics in the Flow 2020 part of the sidebar.
- Its data can be up to 48 hours old. In the first weeks after your store is moved there's little data. That's expected.
- By default it shows the last 6 months. Filters: date, merchant (store), market (country), currency and reason.
- Summary cards: All disputes raised, Lost — no response, Disputes per orders, Calculated total loss (click Details for losses per currency). Charts show results over time, reasons, losses and fees.
Dispute process
States and your options
- 1.A customer opens a dispute. Klarna first collects information from the customer, who has time to sort out the problem with you directly.
- 2.If the problem isn't solved, Klarna escalates the dispute to you and sends one request for evidence. The dispute appears in your Flow 2026 list with the state Initiated: Klarna is waiting for your response, and your deadline is running (Deadlines).
- 3.While the dispute is Initiated, you choose one of these options. None of them can be undone. What each result costs you: Chargebacks and fees by outcome.
| Option | How | What happens next |
|---|---|---|
| Respond with at least one PDF | Prepare your response and Submit your response | The state changes to Representment (step 4). |
| Respond and propose a partial refund | Prepare your response, Submit your response and Propose a partial refund | The state changes to Representment (step 4). Nothing is refunded or charged when you submit. What happens if Klarna accepts your offer: Chargebacks and fees by outcome. |
| Accept the loss | Accept the loss | The dispute closes. |
| Refund the order in full | In Klarna Partner Portal or through your integration | The customer gets their money back. |
| Do nothing | — | You lose the dispute (Missed deadlines). |
- 1.Representment: you have responded, and Klarna is reviewing your response. You can do nothing in this state (Before you respond). Klarna decides within 30 calendar days, and the state changes to Closed, showing whether you won or lost.
- 2.Closed: the dispute is finished, because Klarna decided, you accepted the loss, you refunded the order, or it was closed for another reason. Read the result on the dispute page (Closed disputes).
Pre-Arbitration and Arbitration are states used only for appeals, which start for disputes opened on or after March 1, 2027 (Upcoming changes). No dispute will have these states before then.
Deadlines
Your deadline is 21 calendar days after Klarna sends its request, at the same time of day (Purchase unauthorized: 7 calendar days, Purchase high-risk: 4). Calendar days means every day counts, including Saturdays, Sundays and public holidays. The dispute always shows the exact deadline (date and time). Only Klarna can extend a deadline; the new deadline then replaces the old one on the dispute.
Example 3: a standard dispute
| Date | What happens |
|---|---|
| Tuesday, November 10, 2026 | The customer opens a dispute and answers Klarna's questions the same day. |
| Tuesday, December 1, 2026, 2:00pm | Not resolved: Klarna escalates the dispute and sends its request. State: Initiated. Deadline shown: Tuesday, December 22, 2026, 2:00pm (21 calendar days later, same time of day). |
| Monday, December 7, 2026 | You respond. State: Representment. |
| By Wednesday, January 6, 2027 | Klarna decides (within 30 calendar days of your response). State: Closed. |
Example 4: Purchase unauthorized. Klarna escalates these straight away. Request sent on Tuesday, November 10, 2026, so the deadline is Tuesday, November 17, 2026 (7 calendar days).
Example 5: Purchase high-risk. Request sent on Tuesday, November 10, 2026, so the deadline is Saturday, November 14, 2026 (4 calendar days). Requests sent on a Tuesday, Wednesday, Thursday or Friday have their deadline on Saturday, Sunday, Monday or Tuesday respectively.
Recommended for integration
If your team doesn't work at weekends, answer high-risk requests that arrive on a Tuesday or Wednesday before the weekend.
Dispute reasons
| Name in Flow 2020 | Name in Flow 2026 | What the customer claims |
|---|---|---|
| Return | — | Removed: no longer a dispute reason. |
| — | Refund not processed | New reason. They returned the goods (or canceled), but you haven't processed their refund. |
| Goods not received | Products or services not received | They didn't receive what they ordered. |
| Faulty goods | Products defective or not as described | What they received is faulty or different from the description. |
| Incorrect invoices | Incorrect amount | They were charged the wrong amount. |
| High-risk order | Purchase high-risk | Klarna detected a high risk of fraud on the payment. |
| Unauthorized purchases | Purchase unauthorized | They didn't make the purchase. |
| — | Non-compliance | New reason. |
| — | Non-guaranteed payment program | New reason. |
Disputes under DISPUTES FLOW 2020 (LEGACY) keep their old reason names.
Prepare your response
Before you respond
- You have one chance. After you click Submit, you can't edit, add files or send a second response, and Klarna won't ask follow-up questions.
- Read what the customer said in the box Information provided by the customer and in the customer evidence summary (Customer evidence summary), and answer every point the customer makes.
- Read Klarna's request (author Klarna). For Products or services not received, Refund not processed, Purchase high-risk and Purchase unauthorized it says "Please upload an attachment with all necessary evidence." For the other reasons it says either this or "Please provide any information that may help with this investigation.", depending on how the dispute was opened. Both ask for the same response (Submit your response). If it shows a list called Requirements (with items including Tracking ID, Which shipping company was used? and Shipping date), put those answers in your PDF or your written explanation: the new form has no separate fields for them.
- Your evidence goes in PDF files. Everything you want Klarna to consider (proof of delivery, tracking details, invoices, photos, screenshots, your messages with the customer) must be uploaded as PDF; photos and Word files can't be uploaded. To make a PDF, open the file and choose Print, then Save as PDF (Mac) or Microsoft Print to PDF (Windows).
- File size: up to 7.3 MB per file. Split a larger file into two or more PDFs and number them (
1_,shipping. pdf 2_, and so on).delivery. pdf - A good order for your PDF: a one-page summary, then the documents in date order: order, shipping, delivery, and your messages with the customer.
- Write your explanation in advance in another program, then paste it in. The limit is 5,000 characters; text beyond that's cut off, so check the end of your text after pasting.
Evidence to include
| Reason | What to include |
|---|---|
| Products or services not received | Carrier, tracking number, shipping date, delivery date, proof of delivery (signature or photo), delivery address. For services: proof that the service was provided. |
| Products defective or not as described | The product description shown to the customer, photos, what you offered the customer (repair, replacement or refund), and your messages with the customer. |
| Refund not processed | Whether and when you received the returned goods, their condition, your return policy, and proof of any refund already made (date, amount, reference). |
| Incorrect amount | The invoice or order details, the correct amount and how it was calculated (discounts, shipping fees), and proof of any payment or correction. |
| Purchase unauthorized | Delivery details (address, recipient, proof of delivery) and anything that links the order to the customer, including earlier orders by the same customer to the same address and messages with the customer. |
| Purchase high-risk | Whether you shipped the order or canceled it before shipping, plus shipping and tracking details and the delivery address. Klarna's request for these disputes asks you to stop or cancel the order if it hasn't been shipped yet. |
For every reason: the order number or your reference, the date of each event, and a short, clear summary at the top of your explanation.
Customer evidence summary
- Where: the box Information provided by the customer on the dispute page. Click Generate consumer evidence summary document, or Download consumer evidence summary document if one is ready ("consumer" means the customer). If the box says Information not yet available, there's no summary yet.
- Available for Refund not processed, Products defective or not as described, Products or services not received and Incorrect amount (not for the other reasons), and for your Flow 2020 disputes.
- Contents: the customer's answers, the disputed items and amount, a short summary of the dispute, and the photos the customer uploaded, each with a written English copy of any text in the photo. Other files the customer uploaded, including PDFs, aren't included.
- Language: headings and photo transcripts are in English; the customer's own text is shown as they wrote it.
- Timing: a new summary takes up to 5 minutes to create. The download opens in a new browser tab (if nothing opens, allow pop-ups for Klarna Partner Portal in your browser settings). The link is valid for 15 minutes; after that, click the button again.
- If it can't be created, you see: "Failed to retrieve document. Please try again."
Submit your response
Submit step by step
- 1.Go to Open disputes under DISPUTES FLOW 2026 (NEW) (or in your single list, if your sidebar has no headings) and select the Initiated tab.
- 2.Click Respond on the dispute.
- 3.Under Your response to the dispute, click Add attachment (PDF, max. 7.3MB)* and choose one or several PDF files at once. To remove a file before you submit, click [Remove] next to it.
- 4.Optional: write or paste your explanation in the text box marked Add reply.
- 5.Optional: propose a partial refund (Propose a partial refund).
- 6.Click Submit. Your response is sent straight away.
When you can click Submit
The Submit button stays gray, and you can't click it, until at least one PDF has finished uploading, no file is still uploading, and any partial refund amount you typed is valid. The form notes: "Fields marked with * are required."
After you submit
- Your response is shown on the page, read-only: your text, any partial refund offer, and your files.
- The request label changes to Responded, and the dispute moves from the Initiated tab to the Representment tab.
- If Klarna's security scan doesn't accept a file, you see the message "One or more attachments were removed from this response as our system could not accept them." Contact Klarna Partner support straight away, before your deadline, with the Dispute ID.
Propose a partial refund
If you agree to refund part of the disputed amount, enter it in Propose a partial refund amount (currency). The field is shown only when the disputed amount is above zero, in a currency that uses two decimals.
- The field says: "Optional. Leave empty to defend the full [disputed amount]. If you propose an amount, Klarna will review it together with your attached evidence." "Defend the full amount" means you don't agree to refund anything.
- Type digits only: up to two decimals, a comma or a point for decimals, no thousands separator (
1500,49.,90 49,90). - The amount must be more than zero and less than the disputed amount. If you agree to the full amount, accept the loss instead (Accept the loss).
- After you type an amount, the field shows "You are proposing [amount]." and "You cannot change this after you submit."
- What happens if Klarna accepts or refuses your offer: Chargebacks and fees by outcome.
Error messages
| Message | What it means and what to do |
|---|---|
| File not supported. Only PDF files are allowed. | The file wasn't uploaded. Click [Remove] next to the file, convert it to PDF, then click Add attachment (PDF, max. 7.3MB)* and choose the PDF. |
| Upload failed! (max. 7.3MB) Please try again or contact support if the problem persists. | The file is larger than 7.3 MB and wasn't uploaded. Click [Remove] next to the file, make it smaller or split it (Before you respond), then add the PDFs with Add attachment (PDF, max. 7.3MB)*. |
| Upload failed! Please try again or contact support if the problem persists. | The file wasn't uploaded and won't be sent with your response. Click [Remove] next to the file, then click Add attachment (PDF, max. 7.3MB)* and choose the file again. If it fails again, contact Klarna Partner support before your deadline (Support), with the Dispute ID. |
| Something went wrong. Please try again or contact support if the problem persists. | Your response wasn't sent: try again. It's only sent when you see it shown on the page. If it keeps failing close to your deadline, contact Klarna Partner support before the deadline and keep a screenshot of the error. |
When your payment provider also responds
Skip this section if you respond to all your Klarna disputes yourself in Klarna Partner Portal. Not sure? Ask your payment provider whether they respond to Klarna disputes for you.
Payment providers that are connected to Klarna's dispute systems can respond to Klarna disputes from their own systems, for the Partners they work with. If yours does:
- Their response appears on the dispute page in Klarna Partner Portal, in the same place as a response from you.
- Each Flow 2026 dispute can be answered only once. If your provider responds first, you can no longer respond in Klarna Partner Portal. If you respond first, your provider can no longer respond.
- If you or your provider accepts the loss, the dispute is closed for both of you.
Agree with your provider who responds (What you need to do, item 3).
Accept the loss
If you agree with the customer, you can accept the loss instead of responding, while the dispute is Initiated (before you respond). Not for Purchase high-risk disputes: for these, follow Klarna's request (Evidence to include) and respond.
How: click Accept loss of [amount] next to the Requests heading on the dispute page, then Confirm. The confirmation says: "Once you accept the loss, the dispute will be closed with a chargeback activation. We of course will only charge back the dispute value, not the total order value." The dispute fee also applies if your agreement with Klarna or your payment provider includes one. You can't undo this.
Afterwards the request shows Loss accepted and the text "You accepted the loss, therefore the dispute will be closed with the chargeback activation. We of course will only charge back the actual dispute amount."
Missed deadlines
When the deadline passes without a response, Klarna's request shows Deadline expired, and you can no longer respond or accept the loss. The page says: "The deadline has expired and you no longer can reply to this dispute. The dispute will be closed in favour of the user. To avoid disputes being closed with a chargeback, make sure to reply to each dispute before the deadline." ("The user" means the customer.) Purchase unauthorized and Purchase high-risk disputes show a differently worded message. This means you lose the dispute (money and fees: Chargebacks and fees by outcome).
Outcomes and fees
Closed disputes
The box Dispute was closed on the dispute page shows:
| Row | Meaning |
|---|---|
| Closed on | Date and time the dispute was closed. |
| Outcome | Partner won (you won) · Partner lost (you lost) · Partner refunded order (closed because you refunded the order) · Partner accepted loss (you accepted the loss) · Closed (no won or lost result; Appendix: outcomes and detailed outcomes lists exactly when). |
| Detailed outcome | Why the dispute was decided this way (every text: Appendix: outcomes and detailed outcomes). Not shown when you accepted the loss. |
| Outcome explanation | Klarna's explanation of its decision in 2–3 sentences, when you lose the dispute. |
| Chargeback amount | The amount taken back from you; Loss accepted when you accepted the loss. |
| Dispute fee added | Shown if a dispute fee was charged. |
In the list (Dispute list), a dispute where you accepted the loss, or refunded the order after Klarna's request, shows Partner lost, while the dispute page shows Partner accepted loss or Partner refunded order. Purchase high-risk disputes show no result line in the list.
Chargebacks and fees by outcome
| What happened | Taken back from you | Dispute fee |
|---|---|---|
| Dispute is open (Initiated or Representment) | Nothing | No |
| You win | Nothing | No |
| You lose | The disputed amount, when the dispute closes | Yes |
| Klarna accepts the partial refund you proposed (Propose a partial refund) | The amount you proposed | Yes |
| Klarna refuses the partial refund you proposed (Propose a partial refund) | The disputed amount | Yes |
| You accept the loss | The disputed amount | Yes |
| You don't respond in time | The disputed amount | Yes |
| You refund the order in full after Klarna escalated the dispute, and the dispute closes (States and your options) | You refund the customer yourself | Yes, except Purchase unauthorized |
| The disputed amount is at or below your chargeback threshold | The disputed amount. The dispute is closed automatically against you, without a request. | No |
| Purchase high-risk dispute | Depends on the decision | No |
| Klarna charged you by mistake | Klarna pays it back | Klarna pays it back |
- Chargeback threshold: an optional setting in Email & dispute settings; if you set one, disputes for amounts at or below it are accepted automatically on your behalf.
- The amount taken back is never more than the order value.
Upcoming changes
Appeals from March 1, 2027
For disputes opened on or after March 1, 2027, Klarna will first give a preliminary decision (a first decision that isn't yet final). If you disagree, you will have 10 calendar days to appeal it before it becomes final; if you do nothing within these 10 days, the preliminary decision becomes final. An appeal fee applies if your appeal isn't successful. Before March 1, 2027, Klarna will tell you how to appeal and the amount of the appeal fee.
Disputes opened before March 1, 2027 go straight from Representment to Closed and can't be appealed. If you think Klarna made a mistake on one of these, contact Klarna Partner support with the Dispute ID.
Card chargeback fees from March 1, 2027
For card chargebacks opened on or after March 1, 2027 (disputes where the customer asked their card bank to reverse a card payment; Dispute details), the dispute fee applies when the dispute closes, whatever the result. The exception is Purchase unauthorized disputes where your response meets Klarna's evidence requirements; Klarna will publish these requirements before March 1, 2027.
Held amounts from March 1, 2027
For disputes opened on or after March 1, 2027, Klarna holds the disputed amount from your payouts as soon as the dispute is opened, and releases it if you win.
Frequently asked questions
Do I need to enroll or switch anything on?
No (Flow 2020 and Flow 2026 disputes). But you need to work differently on new disputes (What you need to do).
Which section is a dispute in?
It depends on when the customer opened it and, for disputes opened before your store is moved, on when the customer answered Klarna's questions (Flow 2020 and Flow 2026 disputes).
Why did a Flow 2020 dispute move to Flow 2026?
Because the customer answered Klarna's questions after your store was moved (Flow 2020 and Flow 2026 disputes).
Why do I see two "Open disputes" pages?
There's one under each sidebar heading (Sidebar).
Why did the sidebar headings disappear?
This happens 180 days after your last Flow 2020 dispute closed (Sidebar).
Can I respond more than once, or add a file later?
No (Before you respond).
Why can't I upload my photo or Word file?
Flow 2026 accepts PDF files only (Before you respond).
Why can't I click Submit?
No PDF has finished uploading yet, a file is still uploading, or the partial refund amount you typed isn't valid (Submit step by step).
Do weekends and public holidays count toward the deadline?
Yes (Deadlines).
Will Klarna ask me follow-up questions?
No (Before you respond).
What if I miss the deadline?
You lose the dispute (Missed deadlines).
When am I charged?
Only when you lose, accept the loss, Klarna accepts your partial refund offer, or you refund the order (Chargebacks and fees by outcome). Card chargebacks opened on or after March 1, 2027 have a dispute fee whatever the result (Upcoming changes). For disputes opened on or after March 1, 2027, Klarna holds the disputed amount while the dispute is open (Upcoming changes).
Why can't I find a dispute by its KRN?
Search by the order number or the Dispute ID instead (Dispute list).
What do Pre-Arbitration and Arbitration mean?
They are appeal states for disputes opened on or after March 1, 2027 (States and your options).
Can I appeal a decision?
Not yet. Appeals start for disputes opened on or after March 1, 2027 (Upcoming changes).
My payment provider responds to disputes for me. What changes?
Agree with your provider who responds: each Flow 2026 dispute can be answered only once (When your payment provider also responds).
Why is my store shown as a "payment account"?
That's how Klarna Partner Portal lists stores with a Payment Account. Disputes work the same way.
Who do I ask about payouts and fees?
If Klarna pays you out, Klarna. If a payment provider pays you out, your provider.
Can I go back to the old process?
No. The move is permanent (Flow 2020 and Flow 2026 disputes).
Glossary
| Term | Meaning |
|---|---|
| Calendar days | Deadlines. |
| Chargeback | Money Klarna takes back from you when you lose a dispute or accept the loss. |
| Dispute ID, Dispute KRN | Dispute details and Dispute list. |
| Disputes Flow 2020 (Legacy), Disputes Flow 2026 (New) | The old process, the one you use today ("Legacy" means old), and the new process. Which disputes follow which: Flow 2020 and Flow 2026 disputes. |
| Escalate | States and your options, step 2. |
| Initiated, Representment, Closed, Pre-Arbitration, Arbitration | Dispute states (States and your options). |
| Partner / Merchant | You, your business. Flow 2026 dispute lists and dispute pages say Partner; the other screens of the Disputes app say Merchant. |
| Payment Account | How Klarna Partner Portal lists your store when it has a Payment Account, including in the store selector and store filters. It works the same way as any other store. |
| Payment provider | The acquirer, payment platform or other company that set up Klarna for your store: Worldpay. |
| Unresolved, Responded, Deadline expired, Loss accepted, Due soon | Labels on Klarna's request (Dispute details). |
Support
- Have a question about a specific dispute? Contact Klarna Partner support through Klarna Partner Portal, and include the Dispute ID, your store name and the order number so they can find it quickly.
- Have a question about the move to Disputes Flow 2026? Get in touch with your Klarna point of contact, or with Klarna Partner support if you don't have one.
- Have a question about payouts, chargebacks or fees? If a payment provider pays you out, ask your provider.
Appendix: outcomes and detailed outcomes
The Detailed outcome texts you can see with each Outcome (Closed disputes):
| Outcome | Detailed outcome texts |
|---|---|
| Partner won | Customer cancelled dispute · Fully paid after escalation · Incorrect payment details used, refunded · Klarna resolved dispute in partner favor · Partner has not received payment · Partner informed about invalid dispute · Partner informed about invalid return · Partner informs that invoice is correct · Partner provided valid shipping details · Partner solved the dispute with the customer · Reactivated customer invoice |
| Partner lost | Could not send another request for further clarification · Dispute amount below partner chargeback threshold · Insufficient proof of delivery · Insufficient recipient check at pickup/delivery · Invoice Incorrectly activated / Statement Incorrectly captured · No proof of delivery · Non approved address/recipient · Non-physical goods · Order Missing Consumer Details · Partner did not adjust statement on Klarna's request · Partner did not follow Klarna’s shipping policy · Partner did not perform promised refund · Partner did not reply to dispute request · Partner did not update order as requested · Shipped Stop Requested Order |
| Partner refunded order | Partner has refunded payment to Klarna · Partner has refunded payment to customer · Refund issued by partner after escalation |
| Partner accepted loss | No Detailed outcome is shown. |
Shown without a Detailed outcome row (the Outcome explanation row holds Klarna's explanation, when there is one):
- Partner won: the customer did not reply to Klarna's request, did not provide enough details, or did not provide valid proof; the customer paid in full (before or after escalation); the goods were delivered to the details the customer provided; the invoice or statement was refunded; Klarna does not charge back disputes for your store; suspected fraud that you reported was confirmed.
- Partner lost: you provided insufficient evidence; suspected fraud that you reported was not confirmed.
When the Outcome is only "Closed" (no won or lost result):
- every Purchase high-risk dispute;
- Klarna ended its cooperation with you;
- the dispute was opened under the wrong reason, or Klarna closed it because the wrong reason was chosen;
- Klarna closed the dispute because it was older than Klarna's maximum handling time, or because an appeal was not resolved in time;
- Non-compliance and Non-guaranteed payment program disputes;
- card chargebacks (Dispute details) that the card network decided, or that were handled through a payment provider;
- Purchase unauthorized disputes where Klarna suspected fraud and asked you to cancel the order, or stop its delivery if it had already shipped, and you did not respond;
- Purchase unauthorized disputes that Klarna closed because of its fraud assessment of your store;
- Purchase unauthorized disputes that Klarna rejected: the customer authenticated or authorized the purchase, you had already refunded it, or Klarna's review did not support the customer's claim.
In every case, check the Chargeback amount row to see whether anything was taken back from you.
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