When a customer files a dispute with Klarna, you must respond through the Klarna portal. Log in with the email address associated with your Dintero account.
You have 72 hours to respond to a dispute. Missing the deadline means you automatically lose the case. Klarna charges a 150 NOK/SEK chargeback fee plus the full transaction amount for lost disputes.
Dispute categories
| Category | Description |
|---|
| Returns | Full or partial order return |
| Goods not received | Customer claims the order did not arrive |
| Faulty goods | Item is broken, missing parts, or significantly different from the description |
| Incorrect invoice | Missing discount or inaccurate item details |
| Unauthorized purchase | Customer claims they did not make the purchase |
| High-risk order | Flagged by Klarna’s fraud detection, not customer-initiated |
Required documentation for “Goods not received”
If the dispute type is Goods not received, Klarna requires the following:
- Tracking URL
- Shipping provider name
- Screenshots that show:
- Delivery date (YYYY-MM-DD) and status
- Full recipient address matching the checkout information
- Recipient’s full name matching the checkout records
- Last-mile carrier tracking ID (not required for contactless deliveries)
