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Canceling a payment

Updated on 05 October 2023

Contact the retailer

There are all kinds of reasons you may want to cancel a TWINT payment. Maybe you made a mistake in paying your telephone bill, ran into a problem with an online purchase, or haven’t heard anything from the retailer since you paid.

TWINT is based on a system of promises to pay, and BCV is responsible for paying retailers just as retailers are responsible for delivering their goods and services. For this reason, there is no way for BCV to cancel a transaction. It’s up to the retailer to reimburse you if you don’t receive what you paid for or for any other reason. To get a refund, you need to contact the retailer directly. 


Pending transactions

Retailers have up to seven days to confirm a transaction; for example, they may process the payment only once they send the merchandise. Even in this case, however, BCV has no way to cancel the transaction. Only the retailer can do that.


BCV is there to help

If you can’t reach an agreement with the retailer, call BCV to get a complaint form. Once you’ve filled out and returned the form, we’ll open a complaint with TWINT SA, which will conduct arbitration between you and the retailer. 

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