Dispute fees

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:

• Is deemed to be at fault. 
• Cannot provide the information requested by Klarna to proceed.
• Cancels the dispute on their own accord.

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.

* Depending on the return date provided by the Customer upon Klarna’s request. If the return date is <21 days from escalation we will automatically postpone the escalation date by 21 days from the return date, giving you enough time to be able to process the return.

You will find your disputes under the tabs “Open Disputes” and “All Disputes” in the Merchant Dispute App.

• “Open Disputes” Contains all escalated disputes, meaning disputes that have passed the resolution time and may be charged with a Dispute Fee. 
• “All Disputes” Contains all disputes. Recently opened, escalated and closed going back 90 days. 

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:

• Merchants will be charged the excessive dispute fee if their dispute escalation rate exceeds 1.5% for at least 3 consecutive months, during which time such merchants have processed over 100 orders.
• Merchants will be moved back to the standard dispute fee if their dispute escalation rate falls under 1.5% for at least 3 consecutive months.

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.

Eventually, we will only have one dispute fee type, in line with the structure and pricing of the Type 1 dispute fee.

More information regarding which Dispute fee and structure applies to you, the Merchant, below.

For transactions in any market not listed above, the dispute fee will be 150 SEK (Standard fee) or 300 SEK (Excessive fee).

For transactions in any market not listed above, the dispute fee will be 75 SEK.