Central Bank publishes new rules for contesting transfers via Pix

The Central Bank published this Thursday (3) new rules for contesting transfers made via Pix. With the changes, users will be able to submit information, such as police reports and screenshots, about possible fraudulent transactions in the financial institution's own application.

By March 1, 2027, banks must improve the MED (Special Return Mechanism), created by the BC to recover amounts lost to fraud and scams. In addition to the possibility of attaching evidence, the language of the guidelines will be adjusted to make it easier for customers to understand the dispute procedure.

If the question sent is not eligible for MED, the transfer provider must indicate the correct service channels to the user. Cases that do not fall under the mechanism include commercial disagreements, regrets and transfers made in error.

The Central Bank also prohibited the inclusion, in payment receipts, of elements external to transactions such as advertisements, commercial offers and hyperlinks. According to the institution, the measure reduces the risk of using the document to carry out scams.

Functionality and information presentation rules were also established. Changes in data related to saved contacts must be informed by the institutions to the paying user. When programming automatic Pix, the "object of payment" field must be presented clearly next to the name of the recipient, to avoid errors in transactions.

The central rules of the MED do not change. The user must make dispute requests within 80 days of the transaction, and the paying institution must carry out the origin analysis within 11 days. The same period applies to the reversal of disputed amounts, as long as there is a balance in the receiving accounts.

This Tuesday (1st), the 80-day period came into force to contest the return of amounts by the MED. Previously, anyone who had money withdrawn from their account after a refund request was made by someone else and suspected that the refund was fraudulent could question it within 30 days.

PROCEDURE FOR CALLING PIX TRANSACTIONS FOR FRAUD

In the bank's application, the user must open the Pix page and click on "Contest Pix". The bank will then inform you of the rules and the 80-day period to question the transfer;

On the next screen, the list of the user's recent transactions is displayed;

After selecting the transfer to be disputed, the bank customer must indicate the reason for the dispute. Options such as scam, fraud and Pix under threat or without authorization from the account holder are available.

Commercial disagreement or regret are not grounds for contesting Pix. Transfers made by mistake and losses from betting, lotteries and gambling cannot also be questioned;

If the selected option is a scam, fraud or crime, the bank must collect information to characterize the event. At this stage, the user can attach documents such as police reports and screenshots. The presentation of documentary evidence is not mandatory;

Once registration is complete, the financial institution generates a protocol with date and time. In addition, it informs the response deadline, the need for there to be a balance in the receiving account and for acceptance by the institution receiving the disputed transfer;