Americanas: How to Report a Scam or Fraud
Scammed by a seller, charged for an order you didn’t place, or contacted by someone claiming to be Americanas? Here are the official ways to report it in Brazil, read on Americanas’s own help pages, plus the buyer-protection deadline and where to escalate.
Do this first
- Stop all contact and payments. Americanas will never ask you to pay outside its own checkout, share a one-time code or install a remote-access app.
- Report it inside the official Americanas app or website (steps below), not through a link or number you were sent.
- Only call the numbers below. Numbers found on Google, social media or in a message are often fake.
- If you paid by card, bank transfer or a payment app, call your bank’s fraud line now: see Bank Fraud Help.
- Watch the buyer-protection deadline below: claims made late are usually refused.
Americanas in Brazil
americanas.com.br- Customer service (SAC), state capitals and metro areas; extra charges may apply:4003-4848(Mon-Fri 08:00-18:00, Sat 08:00-14:00)
- Customer service (SAC), Rio de Janeiro state:0800 229 4848(Mon-Fri 08:00-18:00, Sat 08:00-14:00)
- Customer service (SAC), other regions:041 11 4003-4848(Mon-Fri 08:00-18:00, Sat 08:00-14:00)
- Customer service WhatsApp:021 96615-3462
Report a problem or scam: Contact Americanas customer service (SAC) with your order number.
Report a seller or listing: Contact customer service (SAC) with your order number about any problem with a partner-store order.
Americanas marketplace guarantee: For orders from partner stores on the Americanas marketplace, Americanas says it guarantees a secure purchase and delivery of the order. Brazil's Consumer Code right to cancel online purchases also applies.
Fake Americanas messages or sites: Check you are on the official Americanas site or app and that emails come from official Americanas addresses. Report fake ads, profiles and sites through the Americanas security guide.
- Be suspicious of offers that show only one payment method. Americanas accepts credit card, boleto, in-store payment and Pix.
If Americanas won’t help:
- Consumidor.gov.br (SENACON): Free government platform that sends your complaint straight to the company. You need a gov.br account at silver or gold level, and the company must be on the platform. It has 10 days to reply.
Checked on Americanas’s own help pages on 5 October 2026. Platforms change their support routes, so if something has moved, use the help section in the official app and tell us. See every platform and country in E-commerce Fraud Help, and report the crime to the police via the cyber agencies directory.