Respond to an Adyen dispute

Adyen Dispute Management is marked BETA in-app — it's live this release while we finish validating, so some steps may change.

When an Adyen dispute needs your answer, its status is Needs response. You can defend it with documents or accept it, right from Synctrack.

Everything you see when defending — the defense reasons you can choose and the documents each one needs — comes straight from Adyen for that specific dispute. It depends on the card network, the reason code and the payment method, so it differs from dispute to dispute. That's why this article doesn't list every case: just follow what the wizard shows for your dispute, because that is exactly what Adyen requires.

Defend a dispute

1. Open Disputes management → Adyen and click the dispute. The detail page shows the due date, the reason and reason code, the linked Shopify order and the Adyen events so far.

2. Click Defend dispute. The wizard has three steps: Reason → Documents → Review.

3. Reason — choose one of the defense reasons Adyen returns for this dispute. Only reasons Adyen accepts for this case are shown, and the documents on the next step change with your choice.

4. Documents — Adyen lists the document types it needs for that reason. Types marked Required must be filled; Optional ones can stay empty but can strengthen your defense.

5. Review — check the defense reason and files. Click Preview to open each combined PDF full-screen, or Download it.

6. Click Submit defense. The dispute moves to Under review while the bank decides.

Let Synctrack build documents for you

1. Rebuttal letter (optional) — write your explanation in English. It becomes the first page of the document type you chose.
2. Generate delivery proof from Synctrack — builds a PDF with the items, shipping address, carrier, tracking number and delivery status. Available when the dispute is linked to an order that has tracking.
3. Store policies — on the Pro plan, tick the store policies Synctrack built from your store to include them.

Accept the dispute instead

If a dispute isn't worth fighting, close it yourself:

1. Open the dispute and click Accept dispute.
2. Read the confirmation — you lose the disputed amount, the dispute closes as lost, and this can't be undone.
3. Click Accept dispute to confirm.

Good to know

• Files of the same document type are combined into one PDF, which Adyen limits to 2 MB. For chargebacks, all documents together can have at most 19 pages; for a request for information, at most 4 pages.
• Don't include sensitive data such as full card numbers in your files.
• Defend dispute is unavailable when Adyen already defended the dispute for you, the deadline has passed, the dispute is closed or already defended, or the dispute can't be defended.
• Accept dispute isn't available while the bank is only requesting information.
• Defending or accepting a dispute requires the Basic plan or higher.
• Turn on Adyen email alerts — including the reminder 48 hours before the response deadline — in Settings → Notifications → Email notifications, on the Adyen tab of the Dispute notifications card.

Related articles: Connect your Adyen account

Updated on: 08/10/2026