What is and how does Pix's Special Return Mechanism work?

The Special Return Mechanism is a set of rules and operational procedures designed to enable the return of a Pix in two cases:

1. Suspicion of the use of the arrangement for the practice of fraud;
2. Operational failure in the information technology system of any of the participants involved in the transaction with the participants of the Pix Payment Arrangement. 

This return procedure under the arrangement implies a considerable increase in security for Pix users, offering more possibility to recover transacted funds when the cases foreseen in the regulation are verified. 

However, some cases are not included in the Special Return Mechanism:

1. Disputes related to commercial disagreements;
2. Transactions with founded suspicion of fraud where the funds were destined to the transactional account of a bona fide third party.

But how does the Special Return Mechanism work?

If a paying customer suspects that he has been a victim of fraud and has had an unrecognized Pix transfer debited from his account, the Special Return Mechanism happens as follows: 

• Paying user notifies the Payment Institution that holds their account about the suspected fraud;
• Paying Payment Institution checks whether the suspected fraud originates in the context of the payee (merchant); 
• When it suspects fraud in the context of the payee (merchant), the payer's Payment Institution sends the payee's bank (NuPay for Business) a Notice of Infraction by DICT; 
• NuPay for Business receives the notification and, following the Pix Rules, blocks the order amount in the merchant's account - regardless of whether or not fraud is proven at this first moment. 
• On this occasion, all registered users in the NuPay for Business Panel with the role "Administrator" or "Financial" will be notified by email. In addition, the block will also be visible in the Adjustment Report, available under the "Conciliation" tab in the Customer Panel; 
• NuPay for Business has up to 7 days to review the infringement notification and check whether it has found evidence of whether or not fraud has been committed by the recipient; 
• Within these 7 days, NuPay for Business will perform internal procedures to determine whether fraud has occurred, and may request assistance and information from the merchant;
• Once NuPay for Business has made its assessment and concludes that the merchant has not committed fraud, NuPay for Business refuses the infringement notification and releases the order amounts to the merchant; 
• Upon completion of the assessments and reaching the conclusion that there was strong evidence of fraud on the part of the merchant, NuPay for Business accepts the infringement notification; 
• The payer's Payment Institution, realizing that the infringement notification has been accepted by NuPay for Business, sends the refund request; 
• NuPay for Business has up to 24 hours to refund the amount to the payer