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The Swiss Retail Federation has taken a significant step in challenging the dominance of payment app TWINT, filing a complaint with the Swiss Competition Commission (ComCo) over allegations that the service is abusing its market power and imposing unreasonably high merchant fees on retailers.
The complaint, which focuses on TWINT's actions in the Swiss market, asserts that the company has a relatively dominant position, which it is using to dictate high fees to the detriment of retailers. The high fees, considered out of proportion with the service provided, are reportedly impacting Swiss retailers, especially smaller businesses, by increasing operational costs and limiting their ability to compete.
The allegations also highlight that Swiss retailers are heavily reliant on TWINT, making it difficult for them to switch to alternative providers. The Swiss Retail Federation, which represents 1,900 retail companies at 6,800 locations in Switzerland (excluding major distributors), is calling on ComCo to investigate whether TWINT’s business practices and fee structure comply with Swiss law and constitute an unlawful restriction of competition.
Dagmar Jenni, Director of the Swiss Retail Federation, stated that the complaint against TWINT is a fundamental step in the fight for fairer competition in payment transactions. Jenni emphasised the benefits for companies and customers from a more competitive digital payment market in Switzerland.
The complaint further alleges that TWINT has violated Swiss competition law by engaging in anti-competitive agreements with its payment acquirers and owner banks. Should the complaint lead to action, it could result in regulatory intervention to lower merchant fees or encourage more competition in the Swiss digital payments market.
As of July 9, 2025, the complaint is under review by the Competition Commission. There has not yet been a formal investigation launched; ComCo will decide whether to proceed based on whether it finds sufficient evidence of unlawful conduct. The high fees are reported to affect not only the retail sector but also other industries, including hospitality. The Federation seeks regulatory intervention to ensure a more balanced and competitive environment for digital payments in Switzerland.
The Swiss Retail Federation's complaint to ComCo against TWINT not only alleges unreasonable merchant fees in the retail sector, but also highlights concerns in other industries like finance and hospitality, as these industries are also reportedly impacted by TWINT's high fees. The Federation, in collaboration with various businesses, advocates for a more competitive fintech market in Switzerland, so as to offer fairer transaction costs for companies and customers.
