In this article, you will be informed about the merchant dispute fees and when they are applicable.
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, the dispute will escalate and 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.
Whether you get charged with a Dispute Fee or not is decided by the outcome of the dispute, not the escalation in itself, hence we don’t charge a Dispute Fee on the day of escalation. The fee is charged retroactively once we’ve determined the outcome of the dispute and who is liable.
You will not be charged a Dispute Fee if a Customer:
In these instances, we will reactivate the payment with no charge towards you, the Merchant.
Contingent on the Customer providing Klarna with the relevant information to proceed with the dispute.
Counting from when the dispute is raised by a Customer with Klarna, you, the Merchant, and the Customer have a minimum of 21 days to resolve the dispute, as stated below. The one exception being returns, where we count from the return date.
With that in mind, 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.
|Dispute reason||Calendar Days|
|Goods not received||21|
You will find your disputes under the tabs “Open Disputes” and “All Disputes” in the Merchant Dispute App.
To help you manage your disputes and make sure you don’t miss a deadline, Klarna will notify you shortly after the dispute has escalated and is available in “Open Disputes”.
As of Jan. 30, 2023 there are two types of Dispute fee structures:
Type 1. The fee increases if the amount of escalated disputes relative to the amount of captures generated is deemed as excessive for a pre-set period:
For those merchants that have several MIDs, please note that the dispute escalation rate is measured on a MID level rather than as an average across all MIDs. This means that if you have more than one MID, the dispute fee applicable to each MID may vary based on how each MID performs individually.
If applicable to you as detailed further below, we will start charging this fee type on January 30, 2023.
Type 2. You, the merchant, are charged a flat fee regardless of how many disputes escalate on a monthly basis relative to the amount of orders you generate.
More information regarding which Dispute fee and structure applies to you, the Merchant, below.
|Market||Standard Fee||Excessive Fee|
|AT, DE, ES, IT, FR, BE, NL, IE, FI, PRT, GR||15 EUR||30 EUR|
|SE||150 SEK||300 SEK|
|NO||150 NOK||300 NOK|
|DK||150 DKK||300 DKK|
|UK||10 GBP||20 GBP|
|PL||60 ZL||120 ZL|
|US||15 USD||30 USD|
|CA||20 CAD||40 CAD|
|AU||25 AUD||50 AUD|
|NZ||25 NZD||50 NZD|
|CZ||350 CZK||700 CZK|
|RO||70 RON||140 RON|
|CHE||15 CHF||30 CHF|
|MEX||125 MXN||250 MXN|
|Market||Dispute fee (from Oct. 10, 2022)|
|AT, DE, ES, IT, FR, BE, NL, IE, FI, PRT, GR||15 EUR|
|AT, DE, ES, IT, FR, BE, NL, IE, FI, PRT, GR||7,50 EUR|