Pix Dispute & Recovery is the dispute experience designed for Banco BTG Pactual, enabling customers to report fraud and request refunds through the Central Bank of Brazil’s Special Refund Mechanism (MED). The flow allows users to quickly report suspicious Pix transactions, trigger fund blocking, and track the recovery process with transparency and confidence.
Pix Transaction Dispute & Recovery
BTG Pactual
Product Design
This project focused on translating the Central Bank’s regulations into a clear and reassuring user experience. In situations involving fraud or scams, speed and clarity are critical, users need to understand what is happening, what actions are possible, and what to expect next. The flow guides users through reporting a Pix transaction, selecting the fraud scenario, providing context, and confirming the dispute.
Throughout the process, special attention was given to status communication, deadlines, and outcomes, such as temporary blocking, analysis periods, partial refunds, or cancellations. Error states and edge cases were treated as first-class experiences, ensuring users always receive clear feedback during a stressful moment.
This project highlights the importance of strong execution in everyday product work. By leveraging BTG’s design system, Orquestra, it was possible to design and deliver a complex regulatory feature quickly, consistently, and with high quality. Mastery of the design system enabled faster decision-making, reduced friction between design and development, and ensured visual and interaction consistency across the app. More than the feature itself, this project reflects how well-structured systems and practical design skills are essential for delivering reliable solutions in fast-paced financial environments.
