When a customer raises a dispute with us for the reasons set forth below, you (as the seller of the goods/intangible goods) 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, we will start the investigation and our Dispute Resolution team will step in and help solve the dispute. This will change the status to ´Investigation started´. 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 do not charge a Dispute fee on the day of escalation. The fee is charged retroactively once we have 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.

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 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, we may charge you a Dispute fee.

You will find your disputes under the tabs "Open disputes" and "All disputes" in the Dispute App in the Klarna Partner Portal.

• "Open disputes" - Contains all disputes with the status "Investigation started´, 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 180 days.

To help you manage your disputes and make sure you do not miss a deadline, Klarna will notify you shortly after the investigation was started from Klarna (status `Response required´) and is available in `Open disputes´.

Klarna may apply the Dispute Fee set out in the table below to the Acquiring Partner for each Dispute initiated by a Customer if (i) resolved by the Partner first after Klarna's intervention, or (ii) Ruled in favor of the Customer. Dispute Fees are charged in the Settlement currency.

Once the investigation is over and all sides have been considered, the dispute is closed. It is at this point that the Dispute fee is applied, based on the Closing Reason.

Below you will find a breakdown of the Closing Reasons and which result in a Dispute fee being charged in accordance with the conditions set forth in the agreement and specified above.