Disputes 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 you. The dispute fee is charged when a dispute is decided against you. The fee currency is determined by the settlement currency configured for your account with Klarna.

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

Klarna decides which lost disputes can be appealed. An appeal is only offered if the evidence you 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.

Because a dispute fee applies to every dispute you lose, the most effective way to keep fees low is to prevent disputes from being raised in the first place. See Monitor disputes performance for the dispute ratio threshold and recommended preventive practices, and Dispute evidence guidelines for best practices that reduce the most common dispute reasons.