Shoppers can initiate chargebacks directly with TWINT up to 100 days after the payment, refund, or expected receipt of goods or services. When TWINT opens a dispute, the funds are not yet charged back from your account, and you have 10 calendar days to defend the dispute.
If you do not respond within 10 calendar days, the dispute is lost in favor of the shopper, and the funds are charged back. If you defend the dispute within the timeframe and win, no debit will be made to your account. There are currently no chargeback fees for TWINT.
We recommend that you set up and listen to dispute webhook messages. TWINT disputes can be considered won if, after 45 calendar days from booking the AcquirerPreArbitrationUploaded journal, TWINT did not notify Adyen that the dispute was lost. In that case, you receive a PREARBITRATION_WON webhook. For lost disputes, you receive both a PREARBITRATION_LOST and a CHARGEBACK webhook.
The TWINT chargeback flow is as follows:
Notification of Chargeback
TWINT opens the dispute on behalf of the shopper by sending a chargeback notification to Adyen stating the dispute reason. This generally happens on the same day that you receive the Notification of Chargeback (NoC).
We assign the dispute to you for review in your Customer Area > Revenue & risk > Disputes, and send you a NOTIFICATION_OF_CHARGEBACK webhook. At this moment, the Chargeback journal is not yet booked, and no debit is made to your account.
After you review the dispute, you can decide to either:
- Accept the chargeback. The dispute is lost, and you can no longer defend it. Your account is debited for the payment amount.
- Defend the dispute. To do this, upload the relevant defense documents in your Customer Area or using the Disputes API.
When you defend, make sure that you upload all necessary documents in one defense package, and that the documents meet the general and the specific defense requirements. There is no opportunity later in the process to provide information.
Information Supplied
Adyen received your defense documents. It is no longer possible to change these documents. The InformationSupplied journal is booked and we send you an INFORMATION_SUPPLIED webhook.
Acquirer Pre-arbitration uploaded
Adyen forwarded your defense documents to TWINT. The AcquirerPreArbitrationUploaded journal is booked. This usually happens right after the InformationSupplied journal is booked.
Chargeback
You accepted the chargeback or TWINT reviewed and refused your defense. This is the final status. The disputed amount is debited from your account, the Chargeback journal is booked, and we send you a CHARGEBACK webhook.
Reason codes and guidelines
For a list of TWINT dispute reason codes, see Dispute reason codes.