Frequently Asked Questions


PrimeiroPay is a financial service provider, specialising in online cross-border businesses. We plan and execute the payment and international settlement strategies for companies expanding to emerging markets. We enable international e-commerces to accept local payment methods and currencies, without the bureaucracy and hassle of launching local entities.

No – we enable businesses to use local payment methods in emerging markets with our payment solution.

We charge a percentage fee per transaction. Our pricing is based on the average ticket value, the number of transactions, chargeback/refund ratio, industry, and settlement term.

On the contrary, we work to reduce complexity and to keep things as simple as possible. We are connected to major global PSPs, making integrations seamless. We cover the final steps in countries where our partners don’t offer cross-border payments.

The value of doing cross-border payments is that you don’t need to have a local entity to take payments from your local customers. This means you save all the costs of hiring local personnel, building local networks and dealing with local taxation, among many other benefits. You also facilitate payments in domestic currencies and local payment methods, bringing you closer to millions of new consumers. Cross-border with PrimeiroPay is cost-efficient and profitable.


In countries like Brazil and Mexico, a single payment can be divided into small parts and paid over a fixed period. The number of months in an installment plan may vary from country to country (e.g. in Mexico plans are usually up to 18 months long; in Brazil, up to 12 months is the most common, but some plans may be longer).

If you accept local payment methods, you can reach 100% of your new market. Without local payment options, your company may well be missing out on a significant proportion of your potential customers. Alternative payment methods have a direct positive impact on your international sales, as their offering increases both your conversion and approval rates.

With PrimeiroPay, your customers can pay you with their locally issued debit and credit cards, even those not authorised for international payments. They can also use standard local payment methods (Oxxo, Boleto, Baloto, PagoEfectivo and others).

We can settle in any currency you choose.

To ask for a refund, shoppers must contact our support through ZenDesk. To process the request, our support team will need some information related to the purchase, among them: name, email, checkout date, value to be refunded, bank details etc.

If you are a shopper with an open ticket on ZenDesk and still need to contact our team, please write to us at support@primeiropay.com

Security and

Yes. We have our own fraud management system, and we can also integrate external fraud checking systems if you already have one in place.

PrimeiroPay is fully PCI DSS 3.2 compliant as a Level 1 Service Provider, which is the highest security standard within the payments industry.


Your funds can be settled on a daily, weekly, bi-weekly or monthly basis. Our team is at your disposal to help you decide which frequency suits your business best.

The ‘anticipation cost’ is a fee that only applies in Brazil. The anticipation cost is charged if you want to receive your payment before T+31 days. This small fee is charged by the bank to convert the future value into the present value so that you can settle the next day, weekly or bi-weekly.

Onboarding and
Technical integration

KYC stands for Know Your Customer. To be compliant with our internal and external security and Anti Money Laundering policies, we look into every client of interest before signing a contract and onboarding them. Because of that, we will demand a number of documents to be presented and reviewed for approval by our internal compliance team. PrimeiroPay does not – under any circumstance – work with fraudulent companies or any enterprises that do not meet our Due Diligence Procedures.

AML stands for Anti Money Laundering. PrimeiroPay deals with third-party funds and, as a result, must comply with the AML legislation of all countries where the company processes payments.

As part of our screening and KYC process, we ask for their information in order to fulfil AML regulations and the Countering Financing of Terrorism Act.

We guarantee the link is safe and secure. We also comply with GDPR regulations. If, however, you do not wish to use the link, please contact your account manager for further assistance.

Still stuck?

Drop us a line and we'll be happy to help.