Dispute fees

What is a dispute fee and when do merchants get charged?

When a customer raises a dispute with us for the reasons set forth below, you (as the seller of the goods/services) are responsible for resolving this dispute. If you cannot reach an agreement with the customer within the time period specified below depending on the dispute reason, our customer service teams will step in and help solve the dispute. In such a case, we reserve the right to charge you a dispute fee to compensate for additional operational costs on our side.

Note: You will not be charged a dispute fee if a customer is mistaken and we reactivate their invoice.

If you do not resolve a dispute within the time periods stated below, starting from when the customer opens the dispute with Klarna, Klarna may charge you a dispute fee. Klarna will notify you about the dispute in the Disputes App in the Merchant Portal or via the Disputes API shortly after the customer opens the dispute.

Time to resolve the dispute (Resolution Time)

Dispute fee per market

Is a dispute fee charged for all types of disputes?

A dispute fee is charged for the following dispute reasons (if the dispute was not resolved within the Resolution Time):

• Returns (a customer returns items to a merchant)
• Goods not received (a customer did not receive (parts of) their order)
• Incorrect Invoice (the merchant´s invoice is incorrect, for example, discounts are missing)
• Faulty goods (a customer received an item that is broken, or parts of it are missing)
• Already paid (a customer already paid directly to a merchant)

A dispute fee is not charged for the following dispute reasons:

• Unauthorized purchases (a customer reports they have never made a purchase)