Disputes fees

Disputes can carry two fees:

When a customer files a dispute with Klarna, Klarna collects relevant evidence and conducts an initial validation of the claim. If the dispute is deemed valid at this stage, Klarna initiates the dispute process with the partner. Klarna charges the dispute fee when a dispute is decided against the partner. The fee currency is determined by the settlement currency configured by the partner within Klarna.

For disputes initiated on or after March 1, 2027, an appeal fee applies when a partner appeals a pre-arbitration decision and the appeal is lost. The fee covers the cost of re-reviewing the dispute and is charged in the applicable settlement currency when the dispute closes. No appeal fee is charged if the appeal is successful. The fee is deducted from the partner’s settlement or invoiced separately, at Klarna’s discretion.

Klarna decides which lost disputes can be appealed. An appeal is only offered if the evidence the partner submitted in response to Klarna's request, while the dispute was in the INITIATED state, included all the information requested. If it did not, the dispute cannot be appealed.