Handle disputes in the Klarna portal - Dintero Documentation

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)

Last modified on June 18, 2026