If you identify payout transactions made from your WE account that you suspect may be fraudulent, you can request a Refund, in accordance with the mechanism established by the Central Bank. This article explains how to proceed and what to expect from the process.
When to contact WEpayments
When you identify a transaction suspected of fraud, contact WEpayments immediately through one of the official channels:
Email: cs@wepayments.com.br
WhatsApp: +55 41 92667191
These channels will automatically open a ticket with our 24/7 customer service team.
How to report fraud
In order for your request to be identified and treated as a priority, include the following phrase in your call:
“Request for Recovery of Funds - Reason: Fraud”
In addition, please send the following information:
End-to-end or invoice of the payout transaction
Brief description of the suspected fraud
If there are more than 10 transactions, we recommend sending the list in a spreadsheet to facilitate processing.
What happens after the ticket is opened
Upon receipt of your request:
The WEpayments on-call team will be activated immediately
The Funds Recovery request will be registered with DICT, the Central Bank system responsible for the Pix refund mechanism
Important
WEpayments does not analyze the reported fraud and does not decide on the refund of amounts.
The analysis and final decision are made by the banks involved in the transactions, according to the rules established by the Central Bank.
How the analysis process works
After opening the request:
DICT sends notifications to the recipients' banks
The banks involved analyze the suspected fraud
If there is an available balance, a full or partial refund may occur
You will receive updates through the same channel used to open the claim.
The estimated regulatory deadline for analysis and completion of the process is up to 12 days.
Possible outcomes
Refund
If the banks involved confirm the fraud and there is an available balance, the recovered amounts will be credited to your WE account.
Request not approved
If the banks conclude that there was no fraud or there is no available balance, the request will be closed without a refund.
Deadline for requesting recovery
The Request for Recovery of Funds can be made within 80 calendar days after the transaction date. After this period, the mechanism can no longer be used.