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
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)
