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I did not consent to being charged for a purchase. To whom can I report this?

If you do not agree to being charged for a purchase (e.g. in the event of a double charge, the charging of an incorrect amount or undelivered goods), please proceed as follows:

Step 1:

First of all, you will need to contact the respective merchant in order to find a solution together with them directly. To ensure that the merchant can check your request, they will need the following information from you:

  • First name and last name
  • Order number and/or customer number
  • Date and time of the transaction
  • Transaction number (displayed in the payment details)
  • Order ID (displayed in the payment details)

We recommend sending the merchant a screenshot from the app. Please note that, depending on the device, you may need to authorise screenshots to be taken first. To do so, tap the three dots or three lines in the top-right or top-left corner and then tap “Settings” > “Security”. Here, activate the “Allow screenshots” button.

Step 2:

Please note that it is necessary that you follow step 1 first, as otherwise your complaint cannot be processed. Should you not be able to come to an agreement with the merchant after carrying out step 1, you will then have the option to contact the Customer Service team for your TWINT app. Have at hand all of the documents associated with your purchase and your communications with the merchant (e-mails, letters, details of telephone calls, receipts, etc.).

The procedure for if you have sent money to the wrong person or to the wrong telephone number can be found here.

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