---
title: "TWINT chargebacks"
description: "Learn about the TWINT chargeback process and the guidelines to dispute a chargeback."
url: "https://docs.adyen.com/risk-management/chargeback-guidelines/twint-chargebacks"
source_url: "https://docs.adyen.com/risk-management/chargeback-guidelines/twint-chargebacks.md"
canonical: "https://docs.adyen.com/risk-management/chargeback-guidelines/twint-chargebacks"
last_modified: "2026-06-01T15:33:16+02:00"
language: "en"
---

# TWINT chargebacks

Learn about the TWINT chargeback process and the guidelines to dispute a chargeback.

[View source](/risk-management/chargeback-guidelines/twint-chargebacks.md)

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](/risk-management/disputes-api/dispute-notifications). 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](/risk-management/disputes-api/dispute-notifications#prearbitration_won) webhook. For lost disputes, you receive both a [PREARBITRATION\_LOST](/risk-management/disputes-api/dispute-notifications#prearbitration_lost) and a [CHARGEBACK](/risk-management/disputes-api/dispute-notifications#chargeback) webhook.

The TWINT chargeback flow is as follows:

1. [Notification of Chargeback](#notification-of-chargeback)
2. [Information Supplied](#information-supplied)
3. [Acquirer Pre-arbitration Uploaded](#pre-arbitration-uploaded)
4. [Chargeback](#chargeback)

![Diagram of the TWINT chargeback flow](/user/pages/docs/10.risk-management/21.chargeback-guidelines/twint-chargebacks/twint-flow.png)

## 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](https://ca-test.adyen.com/) > **Revenue & risk** > **Disputes**, and send you a [NOTIFICATION\_OF\_CHARGEBACK](https://docs.adyen.com/api-explorer/Webhooks/latest/post/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](/risk-management/manage-disputes) or using the [Disputes API](/risk-management/disputes-api).

When you defend, make sure that you upload all necessary documents in one defense package, and that the documents meet the [general](/risk-management/understanding-disputes/dispute-reason-codes#defense_requirements) and the [specific defense requirements](#twint-reason-codes). 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](/risk-management/disputes-api/dispute-notifications/#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](https://docs.adyen.com/api-explorer/Webhooks/latest/post/CHARGEBACK) webhook.

## Reason codes and guidelines

For a list of TWINT dispute reason codes, see [Dispute reason codes](/risk-management/understanding-disputes/dispute-reason-codes#twint).
