> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dintero.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle disputes in the Klarna portal

> How to respond to customer disputes in the Klarna portal, including required documentation and response deadlines.

When a customer files a dispute with Klarna, you must respond through the [Klarna portal](https://portal.klarna.com). Log in with the email address associated with your Dintero account.

<Warning>
  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.
</Warning>

## 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)