How do I defend a Klarna dispute?

Beta — see What is the Mollie Dispute Portal? for status and roadmap.

What you need to know in advance

Klarna accepts PDF attachments only, with a maximum of 7 MB per file.
Once you submit your defense, you cannot modify it — prepare your evidence and comments before clicking Submit.
You have up to 21 days from when the dispute is opened to submit your defense; the exact Response due date is shown on the dispute and Klarna can extend it in some cases.
For very low-value disputes, Klarna may auto-resolve the case without reviewing your defense.

The outcome of a defended Klarna dispute depends heavily on the quality of the evidence you submit. This article covers what Klarna looks for and how to give your case the best chance.

Before you start

Open the dispute and check the Reason on the Summary tab — your evidence must address that specific reason.
Note the Response due date on the dispute and submit well before it (Klarna's standard window is 21 days from when the dispute is opened).
Have your order, shipping, and customer-communication records to hand.

Common Klarna dispute reasons

Important — Klarna currently accepts PDF uploads only. Convert images and other files to PDF before uploading.

Products defective or not as described

When a customer claims the product arrived defective or differs from the description they saw, evidence of the product's actual condition and how it was presented makes the difference.

What to upload:

Proof of product condition at dispatch (photos, QC records — combined into a PDF)
The product description shown to the customer vs. what was shipped
Your returns policy and any prior communication with the customer

Other reason codes

For every other Klarna dispute reason — including Products not received, Refund not processed, Incorrect amount, fraud claims, and more — see Klarna's Disputes Evidence Guidelines. It lists each reason code and the evidence Klarna expects for each, and is updated by Klarna directly so it's always current.

Tips for a strong defense

Use the Additional information field. The defense form has a 5000-character free-text field — Mollie recommends a short written summary of your case there, alongside your PDF attachments.
Consider a partial refund where it fits. The defense form lets you propose a Proposed resolution refund (an amount less than the disputed amount) to settle the case. Pair it with a clear explanation in Additional information (for example: "The customer received 2 of 3 items; we're refunding the missing one.").
Upload clear, legible PDFs. Combine related documents into a single PDF where possible — the per-file limit is 7 MB.
Address the specific reason — don't dump unrelated paperwork.
Include timestamps where possible (shipping confirmations, delivery proof, chat transcripts).
Keep your tone factual.

Klarna's own guidance

For the full Klarna perspective, two pages are worth bookmarking:

Disputes overview — how Klarna's dispute process works end-to-end, the reason categories, and merchant responsibilities.
Dispute Returns Improvement Guide — Klarna's best-practice guide for reducing returns-related disputes before they happen.

After you submit

Once you submit your defense, the dispute moves to Under review. You cannot change your submission after this point, but you can monitor the status in the Dispute Portal. When Klarna reaches a decision, the dispute moves to Won or Lost. See How do I respond to a dispute? for the full status flow.

Can't find what you're looking for? Contact Support.