Refunds and chargebacks

How it works

• A refund is not the same as a dispute. Refunds return the money; disputes are a separate resolution flow.
• When available, you request the refund from the order/transaction inside ByteMax.
• Some operations depend on an external platform/partner and may have extra steps and timelines.
• After 90 days from the payment, the provider refuses a refund through the order. In a dispute, when the original refund is not possible, the payer confirms a Pix key on the Disputes page to receive the money.

When a refund is usually possible

• The transaction is completed and the payment was made no more than 90 days ago.
• The amount has not been fully refunded yet.
• There is no blocking compliance/dispute restriction for the case.

When it may not be possible

• The payment is older than 90 days (automatic refund not available).
• The transaction has already been fully refunded.
• The refund must be handled by an external platform/merchant.
• The case requires a manual review due to dispute/compliance checks.

By operation type

Use this section to understand where to request the refund and what to expect.

• Pix payment on a ByteMax payment link: the recipient refunds with the Refund button in the wallet; the payer asks the recipient for the refund or opens a dispute.
• CSSBUY or HubbuyCN: the partner platform may have additional timelines and steps.
• With an open dispute: evidence and analysis may be required before any refund.
• Refunds start from the original BRL to CNYBM order. Wallet withdrawals and currency operations are not refund methods.

Pix key refund in disputes

When a dispute ends in a refund and the original Pix refund is not possible, the payer confirms a Pix key on the Disputes page to receive each installment. The key must be a CPF/CNPJ key with exactly the original payer's CPF/CNPJ.

• Confirm the Pix key only on the Disputes page, with Confirm Pix, for each available installment.
• The recipient's Refund button never asks for a Pix key, and the wallet does not offer Pix withdrawals.
• ByteMax verifies exact CPF/CNPJ ownership without exposing the payer's full document to the merchant.
• If the key holder or the payer cannot be confirmed, the screen asks you to try again or contact support.

Best practices

• Avoid making multiple payments to the same ID. It makes refunds harder.
• Keep the order/payment ID, approximate time (with timezone), and receipts.
• If a partner handles the refund, follow the instructions shown in that flow and verify timelines there.
• When contacting ByteMax support, send the minimum needed: ID, amount, time, and screenshots without sensitive data.