Chargebacks, Refunds and MED
Version 1.0 · Effective October 15, 2026
This is a translation. In case of any discrepancy, the Portuguese version prevails.
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The Seller is liable for Chargebacks, refunds, and Pix returns on its sales. SecurityPag disputes chargebacks, monitors ratios, and applies measures when they approach the Card Networks' thresholds, which currently are 1.5% under the Visa VAMP program for Latin America and 1.5% with at least 100 Chargebacks under the Mastercard ECM program. This Policy forms part of the Terms of Use.
1. Concepts
- Chargeback: a dispute of a card purchase made by the cardholder to the issuer. The amount is debited from the Seller until the final decision.
- Pre-dispute alert: a notice that the cardholder has disputed the purchase, received before it becomes a Chargeback (Annex III of the Terms).
- Representment: submission of evidence to reverse the Chargeback.
- Refund: voluntary return of the amount to the Buyer, by the Seller or by SecurityPag.
- Pix Return: return of a received Pix to the Payer, at the initiative of the recipient.
- MED: Pix Special Return Mechanism (MED), triggered by the Payer in cases of fraud, scam, or operational failure, which allows funds to be blocked and returned, including from accounts to which they were subsequently transferred.
- Precautionary block: preventive block of a received Pix, on suspicion of fraud, for the period provided in the Pix Regulations.
2. Who bears each situation
| Situation | Who bears it |
|---|---|
| Chargeback for commercial disagreement, non-delivery, product different from advertised, or subscription not canceled | Seller |
| Chargeback for fraud in a purchase authenticated with 3DS, when the Card Network shifts liability to the issuer | Issuer, under the Card Network's conditions |
| Chargeback for fraud without 3DS authentication | Seller |
| Chargeback caused by a proven failure of the Platform | SecurityPag |
| Refund requested by the Buyer within the warranty | Seller |
| Return through the MED | Seller that received the funds or to whom they were transferred |
| Chargeback fees and Card Network alerts and fines arising from the Seller's sales | Seller |
In sales with Split, the amounts are allocated among the recipients pursuant to Clause 12.2 of the Terms.
3. Timeframes
| Event | Timeframe |
|---|---|
| Card dispute by the cardholder | As a rule, up to 120 days from the purchase or from the scheduled delivery date, and may be longer depending on the reason and the Card Network |
| Submission of evidence by the Seller to SecurityPag | Up to 3 business days from the notice |
| Dispute through the MED | Within the period set by the Pix Regulations, counted from the date of the Pix |
| Seller's response to an MED notification | Up to 24 hours from the notice |
| Voluntary Pix return by the Seller | Up to 90 days from receipt |
| Refund of a purchase by the Seller | Up to 5 business days from the accepted request |
4. How we dispute Chargebacks
4.1. The Seller is notified on the dashboard and by e-mail with the reason stated by the issuer.
4.2. SecurityPag prepares the representment with Platform data and the Seller's evidence. Evidence by reason:
| Reason | Useful evidence |
|---|---|
| Fraud or unrecognized purchase | 3DS result, IP, device, e-mail and address matching previous undisputed purchases, communications with the Buyer |
| Product not received | Tracking code and proof of delivery; for digital products, Members Area access logs with date, time, and IP |
| Product different from advertised | Sales page on the date of purchase, description, support conversations |
| Subscription canceled or not recognized | Accepted terms, renewal notices sent, date of the cancellation request, and use after the charge |
| Refund not processed | Proof of refund or accepted refund policy |
| Duplicate charge | Proof that they are distinct orders |
4.3. The final decision rests with the issuer and the Card Network. Reversed Chargebacks return the amount to the Balance; Chargeback fees are not refunded, unless the Fee and Timeframe Schedule provides otherwise.
5. Ratios and measures
5.1. The monthly Dispute Ratio is calculated as follows: (Chargebacks received + fraud notices from the Card Networks) ÷ card Transactions settled in the month. SecurityPag also monitors the absolute number of Chargebacks and the MED return ratio.
| Band | Dispute Ratio | Measures |
|---|---|---|
| Normal | Below 0.65% | Regular monitoring |
| Attention | From 0.65% to 0.9% | Alert to the Seller and action plan within 10 days |
| Elevated | From 0.9% to 1.5% | Mandatory 3DS, mandatory pre-dispute alerts, Security Reserve, and volume limits |
| Critical | 1.5% or more, 100 or more Chargebacks in the month, or inclusion in a Card Network monitoring program | Card suspension, precautionary withholding, pass-through of fines, and possible termination |
5.2. The thresholds in the table are for reference. SecurityPag may adjust them, as well as Chargeback and alert fees, according to each User's risk profile, always within the limits of the Card Networks, the Acquirers, and applicable regulations, including to keep pace with changes such as the new Mastercard monitoring program planned for 2027.
5.3. Frequent returns through the MED indicate a risk of scams and lead to the same measures, according to percentages defined by the User's risk profile.
6. Refunds
6.1. The Seller must honor the 7-day right of withdrawal for purchases made outside the commercial establishment (Article 49 of the Consumer Protection Code) and any longer warranty it advertises.
6.2. The refund always goes to the original payment method: a reversal on the card statement, which may appear within up to two statements depending on the issuer, or a Pix return to the originating account.
6.3. SecurityPag may refund the Buyer directly, debiting the Seller, when: (a) the product is not delivered within the advertised period; (b) the Seller does not respond to the Buyer within 5 business days; (c) the product is substantially different from what was advertised; (d) there is fraud or prohibited activity; (e) a complaint filed with Procon, consumidor.gov.br, or an equivalent platform goes unanswered by the Seller within the deadline; (f) there is a judicial or administrative order; or (g) the Account is terminated with pending deliveries.
6.4. SecurityPag's fees on refunded sales follow the Fee and Timeframe Schedule.
7. Pix, MED, and precautionary block
7.1. The Seller authorizes the Partner Institution to precautionarily block and to return amounts received via Pix in the cases provided in the Pix Regulations, including when the funds reached its Account after passing through other accounts.
7.2. If the amounts have already been withdrawn, the return is debited from the Balance or from future receivables, and the negative balance follows Clause 8.9 of the Terms.
7.3. The Seller may present evidence that the sale was legitimate. The decision follows the rules of the MED and of the Payer's institution.
8. Best practices to reduce disputes
- Use a descriptor that the Buyer recognizes and send a confirmation e-mail with the store name.
- Respond to support within 24 hours and offer a refund before the Buyer goes to the bank.
- Enable 3DS and pre-dispute alerts.
- Send notices before renewals and make subscription cancellation easy.
- Keep evidence of delivery and access for at least 18 months.
- Review Affiliates' ads and remove promises that the product does not fulfill.
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