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Talk to Trio

Identifying a charge

TRIO IP LTDA on your statement.

If that name turned up on your bank statement, your card bill or a Pix receipt, this page explains why it is there, how to find which company received the money, and what to do if you do not recognise the purchase.

I do not recognise the charge

Why Trio's name appears
instead of the shop's

Trio is a payment institution authorised by the Banco Central do Brasil. Companies across many sectors use Trio's infrastructure to receive payments from their own customers, by Pix, boleto or card.

When that happens, the name recorded on the transaction can be the institution that processed the payment rather than the trading name of the shop where you bought. That is why "TRIO IP LTDA" or "Trio Instituição de Pagamento" can appear on your statement in place of the name you expected to see.

The company that sold holds a payment account at Trio, and the balance in that account belongs to it. Lei nº 12.865 of 2013, which regulates payment institutions in Brazil, treats those funds as separate equity: they do not mix with the institution's own assets, they do not answer for its obligations, and they cannot be moved on its initiative.

In practice that means Trio has no authority to move a customer's money, nor to return it to you on its own initiative. The company that holds the account is the one that decides about that amount. Trio processes and settles the transaction under the authorisation and supervision of the Banco Central, and the purchase itself remains between you and the company that sold.

How to find
which company charged you

Four places the company's name usually sits, from the quickest to the most laborious.

  1. 1

    The Pix receipt

    In your banking app, open the transaction and look for the beneficiary, description or identifier field. On many receipts and boletos the beneficiary is the selling company itself, a Trio customer, with its own bank. Trio appears as the party that processed the payment.

  2. 2

    The purchase email or SMS

    Search your inbox for the exact amount. Order confirmations almost always arrive by email and carry the shop's name.

  3. 3

    The card bill

    If the payment was by card, the bill usually carries the merchant's trading name alongside the processor's.

  4. 4

    The date and the amount

    With the date and amount in hand, check the purchases you made that day. It is the simplest route when the description does not help.

What Trio can
and cannot do

Worth stating plainly, because it is the question our support team receives most.

  • Can

    Confirm the transaction existed

    We confirm the date, the amount and that the payment ran through our infrastructure, and we point you to the route for settling it with whoever sold to you.

  • Cannot

    Cancel the purchase or refund on its own

    The funds from a transaction do not stay with Trio: they go to the company that sold. A refund on the payment institution's own initiative does not exist in this arrangement.

  • Cannot

    Interfere with delivery or product quality

    The purchase is a contract between you and the company that sold. Trio is not part of that commercial relationship.

  • Cannot

    Mediate a commercial dispute

    A disagreement over deadline, product or service is settled with the company, through consumer protection channels, or in court.

I do not recognise
this charge

The route depends on the payment method, and in case of fraud it runs through your own bank.

  1. First

    Contact the company that sold

    Once you have identified the company with the steps above, contacting it directly settles most cases, including duplicate charges and cancelled orders.

  2. Pix and suspected fraud

    Ask your bank for the MED

    The Mecanismo Especial de Devolução is the route the Banco Central provides for Pix in cases of fraud. The request is opened at the bank where your account is, not at Trio, and it has a deadline: contact your bank as soon as you notice.

  3. Card

    Dispute it with your card issuer

    An unrecognised card charge is disputed with the bank or finance company that issued the card, through their own service channels.

  4. Fraud

    File a police report

    Where there was fraud, the report helps your bank's analysis and is required in some procedures.

Talking to Trio
about a transaction

We help people identify a transaction processed by us, within what the section above explains.

Who
Trio is

Trio Instituição de Pagamento Ltda, CNPJ 49.931.906/0001-19, is authorised by the Banco Central do Brasil and operates under institution code 619. We serve companies, not consumers: our customers are businesses that use our infrastructure to receive and to pay.

That is why our name can reach you without any direct relationship between us. To know the company, see about Trio, and for the controls we apply, see security.

CNPJ
49.931.906/0001-19
Instituição
619

Frequently asked
questions

I received a Pix and it says TRIO IP LTDA. What does that mean?

It means the transaction was processed by Trio's infrastructure on behalf of a company that is our customer. The amount was sent by a person or a company and settled through Trio, the payment institution involved in the operation. The name you see is the one that processed it, not necessarily the one that sold to you.

Can Trio refund my payment?

No. The funds from a transaction go to the company that sold the product or the service, and do not stay with Trio. A refund on the payment institution's own initiative does not exist in this arrangement. For a Pix with suspected fraud, the route is the Mecanismo Especial de Devolução, opened at the bank where your account is.

I bought something and it never arrived. Will Trio sort it out?

The purchase is a contract between you and the company that sold, and that is who the case is settled with. Trio processed the payment and is not part of the commercial relationship, the delivery or the quality of what was sold. If you cannot resolve it with the company, consumer protection channels and the courts are the routes available.

Is this a scam?

The name appearing on your statement is not in itself a sign of a scam: it appears whenever a company uses Trio to receive payments. Trio is authorised by the Banco Central under code 619, with CNPJ 49.931.906/0001-19, and that can be checked on the Banco Central's own site. If it is the purchase itself you do not recognise, follow the steps in the unrecognised-charge section, and in case of fraud contact your bank.

How do I request the MED?

The Mecanismo Especial de Devolução is requested at the bank where your account is, through their service channels, not at Trio. It is the route the Banco Central provides for returning a Pix in cases of fraud or operational failure, and it has a deadline, so contact your bank as soon as you notice the problem.

Is Trio authorised by the Banco Central?

Yes. Trio Instituição de Pagamento Ltda is authorised by the Banco Central do Brasil to issue electronic money, operates under institution code 619 and has CNPJ 49.931.906/0001-19. The authorisation can be verified on the Banco Central's public list of institutions.