What's changing

Dispute fees

Klarna is introducing a dispute fee starting November 15, 2023, based on buyer location.

Note: These changes were initially communicated as taking effect starting September 15, 2023. However, they were instead introduced November 15, 2023.

Dispute automation

To help you win more disputes and reduce operational costs, we’re also introducing Klarna programmatic disputes support via the Stripe Dashboard and Disputes API, so you can get notified of dispute updates in real-time and upload evidence programmatically, just like you do for cards. This will replace the current manual email-based process, with the below process:

• Stripe will notify you via the Dashboard or Disputes API (if your business is integrated with this API) whenever a new dispute is created by Klarna or there is a status change in an existing dispute.
• When a new dispute is created, Stripe will temporarily debit the disputed amount from your Stripe account balance, until the dispute is resolved and you’ve won the dispute.
• You will be able to upload evidence via the Stripe Dashboard or send programmatically via the Disputes API.
• You will be notified when you lose or win a dispute. If you won the dispute, Stripe will credit the disputed funds back to your balance. If you lost the dispute, Stripe will make the debit to your account permanent and also charge a lost dispute fee.

For more information, read our Klarna docs.

FAQs

When will these changes go into effect?

Dispute automation and the new dispute fees will go into effect starting November 15, 2023.

Do I need to take action?

No action is required from you to start getting billed for lost Klarna disputes.

To prepare for dispute automation, we recommend you update your operations teams and train them on managing Klarna disputes the same way they are managed for card disputes, using either the Stripe Dashboard or Disputes API.

Why did I get this notice?

This support page provides you with more details on the notice we sent you describing the changes to your fees. That notice is a legal notice sent to Stripe users, even those who have unsubscribed from optional marketing notices. You cannot unsubscribe from legal notices, but if you’d prefer not to receive any further legal notices from Stripe, you can close your account by following these steps.

Your continued use of Stripe's services after November 15, 2023 is subject to these fee changes. Any termination rights you have under your agreement with us are unaffected by this change.

Contact support

If you still have questions, please reach out to the Stripe team.