Disputes app in Merchant Portal (V4)
How to view, respond to, and manage Disputes Flow 2026 disputes in Klarna's Merchant Portal.
Klarna is introducing a new dispute flow, Disputes Flow 2026. From the date your store is moved to the new flow, disputes raised onward are handled under Disputes Flow 2026. Disputes raised before that date continue to appear under Disputes Flow 2020 and follow the legacy process.
If your store uses the Disputes API alongside the Merchant Portal, Disputes Flow 2026 corresponds to API V4 — your onboarding date is your V4 onboarding date — while Disputes Flow 2020 covers the legacy V1/V2/V3 disputes. If you manage disputes only in the Merchant Portal, you can ignore the API version names and just work with the two flows described below.
Both flows are accessible from the Disputes section in the left-hand navigation of the Merchant Portal. This page covers Disputes Flow 2026. For Disputes Flow 2020, refer to the legacy Disputes App guide.
If you run a support or operations team, share the agent guide for handling disputes with the people who work disputes day to day — it is a simpler, task-focused walkthrough of responding to disputes in the portal.
Disputes Flow 2026 introduces a multi-stage review process with appeal capabilities. Disputes move through up to five states:
INITIATED, REPRESENTMENT, PRE_ARBITRATION, ARBITRATION, and CLOSED. For full state definitions and transitions, see Dispute states and Disputes lifecycle.Migrating from Disputes Flow 2020
During migration, the Disputes section of the Merchant Portal shows two separate folders in the left-hand navigation:
- Disputes Flow 2020 (Legacy) holds every dispute opened before your onboarding date for the new dispute flow. These continue to follow the legacy process documented in the legacy Disputes App guide.
- Disputes Flow 2026 (New) holds every dispute opened after your onboarding date for the new dispute flow. These follow the new process documented on this page.
A dispute stays in the same folder for its entire life. A dispute opened under the old process always stays in Disputes Flow 2020, and one opened under the new process always stays in Disputes Flow 2026 — disputes never move from one folder to the other. Each folder keeps its own Open Disputes, Unauthorized, High Risk Orders, and All Disputes sections with independent counts, so you work both folders in parallel until every Disputes Flow 2020 case has closed.
Closed disputes stay visible in the All Disputes section for 180 days after they close, so the Disputes Flow 2020 folder remains in the navigation during that period — even after its last case is resolved. Once its final dispute has been closed for 180 days, the folder disappears and only Disputes Flow 2026 remains.
The Disputes Flow 2020 folder looks and behaves exactly as it does today:
Statistics and Email & dispute settings are shared across both folders — there is no separate copy per flow.
For the framework rules, timelines, and API-level differences behind this split, see the Disputes migration to V4 guide.
Navigation
Under Disputes Flow 2026, the portal provides four sections:
| Section | Purpose |
|---|---|
| Open Disputes | Disputes in INITIATED or REPRESENTMENT state that are active and require attention |
| Unauthorized | Disputes of reason Purchase unauthorized — shows only this reason type |
| High Risk Orders | Disputes of reason Purchase high-risk — flagged by Klarna's internal monitoring |
| All Disputes | Full history of all Disputes Flow 2026 disputes across all states |
Open Disputes
The Open Disputes page is divided into two tabs:
- Initiated — disputes in the
INITIATEDstate where Klarna has opened a case and is requesting your evidence. You must respond before the deadline shown. - Representment — disputes where you have submitted evidence and Klarna is conducting its review (up to 30 days). No further action is required during this phase.
Searching and filtering
All sections share the same search bar:
- Search by:
- Dispute ID: Klarna's unique numeric ID for that dispute
- Store KRN: Klarna Reference Number for your store (e.g.
K1234567) — returns all disputes for that store - Dispute KRN: Full dispute identifier in the format
krn:network:<region>:<environment>:payment:dispute:<id>(e.g.krn:network:eu1:live:payment:dispute:574323494838318) — returns one specific dispute - Order number
- Customer name
- Customer email
- Merchant reference: Your reference number to the corresponding order
- Filters available on Open Disputes:
- Store
- Reason: See Dispute reasons below
- Deadline: Filter by date range
- Assigned user
All lists are sorted by creation date. Export any view to CSV using the Export results button.
Dispute reasons
Disputes Flow 2026 uses an updated set of dispute reason names:
- Products or services not received — customer claims they did not receive the ordered goods or services
- Products defective or not as described — customer claims the product is faulty or does not match its description
- Refund not processed — customer claims a refund was agreed but not executed
- Incorrect amount — customer disputes the charged amount
- Purchase unauthorized — customer claims the transaction was fraudulent
- Purchase high-risk — order flagged by Klarna's internal monitoring systems as potentially fraudulent
- Non-compliance — dispute raised due to a compliance-related concern
- Non-guaranteed payment program — dispute related to a non-guaranteed payment program
Dispute detail view
Click any dispute row to open the detail view. The header shows:
- Dispute ID and Klarna Reference (short alphanumeric code — use this when contacting Klarna support)
- Reason, Merchant, Dispute date, Deadline, Status
The detail view is split into two columns:
Left column — order context
- Assigned user dropdown with Assign to me quick link
- Disputed products — product names and quantities from the original order
- Order details — Merchant reference 1, Merchant reference 2, Order date, Dispute ID, Dispute KRN, Disputed amount, Order amount, Capture ID, Capture amount
- Customer — name and email
Right column — customer evidence and response
Information provided by the customer shows:
- Download consumer evidence summary document — a downloadable PDF of the full customer evidence submitted to Klarna. Always available and should be reviewed before preparing your response.
- Date the customer contacted your store (when available)
- Store response according to the customer (when available)
Requests shows Klarna's open request with:
- Deadline — the date and time by which you must respond
- Requirements — free-text instructions from Klarna describing what evidence to provide (e.g. "Please upload an attachment with all necessary evidence")
- An Accept loss button showing the specific disputed amount — use this if you choose not to contest the dispute
Your response to the dispute form:
- Add attachment (required) — attach one or more evidence files in PDF format (max. 7MB per file)
- Add reply — free-text field for additional context or explanation
- Submit — submits your response; the dispute moves to
REPRESENTMENTstate
In Disputes Flow 2026, evidence submission uses free text and attachments. Unlike the legacy flow, there is no structured dropdown question — read the Requirements field carefully to understand what Klarna is asking for, then provide all relevant information in your reply and attachment.
Dispute states
Initiated
Klarna has opened the case and is requesting your evidence. Submit evidence before the deadline shown.
Representment
Your evidence is under Klarna review (up to 30 days). No action required — monitor the state.
Pre-Arbitration
Klarna has issued a preliminary decision against you. You have 10 days to appeal or accept the loss. If no action is taken, the preliminary decision becomes final.
Arbitration
You have appealed and Klarna is conducting a final binding review (up to 14 days). No action required — monitor the state.
Closed
The dispute is resolved. The outcome is either WON (withheld amount refunded to you) or LOST (amount goes to the customer). Note that the dispute fee is non-refundable regardless of outcome.
For full state transition paths, see Dispute states.
Unauthorized
The Unauthorized page shows only disputes with reason
Purchase unauthorized. These are disputes flagged by the customer as potentially fraudulent transactions.The page has the same Initiated and Representment tabs as Open Disputes, with filters for Store, Deadline, and Assigned user.
High Risk Orders
The High Risk Orders page shows disputes with reason
Purchase high-risk. These are orders flagged by Klarna's internal monitoring systems before a customer dispute is raised, and are not raised by a customer.What action to take:
- If the order has not yet shipped: Cancel the order immediately.
- If the order has already shipped: Attempt to stop or intercept delivery (e.g. contact your carrier). If the order cannot be stopped, provide Klarna with the shipping information so the case can be reviewed.
High-risk orders are very time-sensitive. Actively monitor this page and act as soon as an order appears here. Note that the grouped reminder email for high-risk orders fires within 24 hours of the deadline — so you may have less warning time than you are used to with standard disputes.
All Disputes
The All Disputes page shows the full history of all Disputes Flow 2026 disputes. Filters available:
- Store, Reason, Dispute created (date range), Assigned user, State
Use the State filter to narrow by: Initiated, Representment, Pre-Arbitration, Arbitration, or Closed.
All disputes are sorted by creation date. Use Export results to download the full list.
Statistics, notifications, and settings
The Statistics and Email & dispute settings pages are shared across Disputes Flow 2020 and Disputes Flow 2026. Refer to the legacy Disputes App guide for documentation on these sections.