# Klarna Disputes FAQ

A dispute occurs when the Klarna customer files a complaint or return request for a specific order using the Klarna consumer app. Customers have up to 180 calendar days to file a dispute from the date of capture.
These complaints and return requests correspond to specific reason codes that Stripe shares back with you. When someone files a Klarna dispute, the process varies slightly by reason code, but typically follows a standard pattern.
Learn [how to respond to disputes](https://docs.stripe.com/payments/klarna/disputes).
### What's difference between an inquiry dispute vs a chargeback dispute?
All Klarna disputes start as [inquiry](https://docs.stripe.com/payments/klarna/disputes#inquiries) disputes. Merchants and buyers are supposed to resolve an inquiry in 21 days, although this time window can be shorter depending on the type of dispute, for ex., fraud-motivated disputes. Merchants cannot submit evidence during the inquiry phase, but they may issue refunds, which avoids a dispute fee.
If the merchant fails to resolve the dispute in 21 days, Klarna will escalate the dispute as a chargeback dispute. The merchant cannot refund when the dispute is escalated and may proceed to submit evidence.
### What if a dispute was escalated despite a refund being processed during the inquiry stage?
If a refund was already processed within the inquiry stage but Klarna still escalated this dispute, you should provide the proof of refund when submitting evidence. This should only happen when the refund amount is not equal to the disputed amount. For example, if a 50 USD refund was made for a 100 USD dispute, then Klarna would escalate the dispute for 50 USD.
### What if I couldn't initiate the refund due to the goods not being returned yet?
You should counter the dispute and submit evidence explaining that the goods weren't returned, for example, by providing the tracking ID of the package. If you don't want to counter the dispute or don't have relevant evidence, you can proactively accept the loss, which will result in issuing a refund, or wait until Klarna adjudicates the dispute.
### How much is the Klarna dispute fee on Stripe?
The dispute fee varies based on the transaction currency and customer's country. Visit [our pricing page](https://stripe.com/pricing/local-payment-methods#klarna) for more information on Klarna’s pricing.
### Under what conditions does Klarna charge a dispute fee?
A dispute fee is charged when an [inquiry](https://docs.stripe.com/payments/klarna/disputes#inquiries) is escalated to a [chargeback](https://docs.stripe.com/payments/klarna/disputes#chargeback-disputes) on or after 21 calendar days and meets the following conditions:
* The merchant issues a refund after 21 days
* The dispute is lost
### Why do I see disputes being escalated immediately?
If the dispute reason is fraud-related, Klarna immediately escalates and doesn't provide a 21-day inquiry period. See Klarna’s documentation on [dispute reasons](https://docs.klarna.com/payments/after-payments/disputes/disputes-management-v3/dispute-management-overview/#dispute-reasons-purchase-unauthorized) to learn more.
### How long does a customer have to dispute a Klarna charge?
Klarna only allows disputes to be raised within 180 days of a payment being captured. In some exceptional cases, Klarna must raise a dispute outside of the dispute limitations after 180 days of transaction. These exceptions include fraudulent disputes reported by the customers, legal claims raised through an external authority, local legal consumer protection rules, and debt collection.
### Why do I see more than one dispute for a Klarna payment?
Klarna allows a customer to open multiple disputes for one payment. A customer can open up to three disputes within 180 days. The dispute reason or amount can be the same on each of those disputes.