Overview

• Banks across Brazil activated the contestation feature in their Pix app environments on October 1, allowing users to file fraud or coercion claims digitally without calling support.
• Once a claim is submitted, the recipient’s bank is notified immediately and must block available funds, with partial blocking permitted if only some money remains.
• Institutions have up to seven days to analyze a contested transfer, and confirmed fraud cases are refunded to the victim within up to 11 days from the contestation.
• The tool is restricted to fraud, scams and coerced transactions and does not apply to key-entry mistakes, buyer’s remorse or commercial disputes involving good‑faith third parties.
• Refunds depend on available balance in the recipient account and bank assessments, while operational failures related to Pix Automático carry a separate refund window of up to 24 hours.