Did you place an online order that was declined or canceled by the retailer, but the amount was still debited from your bank account and the transaction is marked as “pending” in BCV TWINT?
It’s important to note that as soon as you pay for an order with BCV TWINT, the money is debited from your bank account and held for the retailer by BCV. At this point, it becomes a pending transaction and BCV is not authorized to release the funds.
Retailers have seven days (maximum 30 days) to confirm or cancel a pending transaction. During this time, BCV has no way to cancel the transaction. Only the retailer can do that.
So if your order was declined or canceled, we recommend that you wait seven days (maximum 30 days) for the transaction to be canceled as well. If you don’t want to wait that long, you can contact the retailer and ask them to cancel it sooner.
Please note that the number of days remaining is indicated in BCV TWINT in the transaction details screen.
If the retailer confirmed your transaction but you never received your purchase and haven’t been able to get a refund, call BCV to ask for a complaint form. Once you’ve filled out and returned the form, we will open a complaint with TWINT SA, which will conduct arbitration between you and the retailer.