How to manage In and Out MEDs via Internet Banking of Stark Infra

The MED (Special Return Mechanism - Mecanismo Especial de Devolução) is a feature created by the Central Bank of Brazil (Bacen) to handle situations of fraud or commercial disagreement in Pix transactions.

It allows an institution to request the return of transferred amounts, following specific deadlines and rules defined by Bacen.

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Deadlines and Rules

1. Opening the Infraction Notification

• Recommendation: Open immediately after the customer's complaint.
• Ideal: Within 10 minutes of the service being completed.
• Performance Goal: In 95% of cases, open within a maximum of 30 minutes after the complaint.
• Limit: The original transaction must have occurred no more than 80 days ago.

2. Opening the Return Request

• The Payer's PSP (Payment Service Provider) has up to 72 hours to create the return request, counted from the closing of the infraction notification (if it was accepted by the Receiver's PSP).

3. Response Deadlines

• Analysis of the Infraction Notification (Receiver's PSP): Up to 7 calendar days to accept or reject.
• Return of Funds (Receiver's PSP): After the request is opened, up to 24 hours to process the return.

4. Monitoring for Partial Returns

• Up to 11 days for the paying user to receive the amount back, considering:
  • 7 days for notification analysis.
  • 72 hours for the Payer's PSP to request the return.
  • 24 hours for the financial return.

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How to Manage MEDs in Web Infra

Within the Internet Banking of Stark Infra environment, you can manage received (In) and created (Out) MEDs as follows:

• In the top menu, go to "Pix," and then "Relatos de Infração" (Infraction Reports):
• The screen will display all infractions:
  • In: received by your institution.
  • Out: created by your institution.
• You will also see the status of each one: Delivered, Canceled, or Closed.

To Create an MED, click the "Criar" (Create) button on the right side of the screen:

Fill in the following:

• Transaction reference ID (in Pix, this is the ENDTOENDID).
• Reason for the request.
• Type of MED.
• Contact email and phone number of the responsible area (mandatory since 2025 by Bacen determination).
• Case Description (relevant details for analysis).

After creation, the MED will appear with the Delivered status in case of successful submission. It is possible to monitor the progress until it is closed or canceled.

If you have any questions, please contact our support team!