WhatsApp evidence for a consumer complaint in Brazil

Choose the complaint channel before formatting the evidence

Consumidor.gov.br is a federal platform for direct interaction with participating companies. Procons are state or municipal consumer-protection bodies with their own service channels and document requirements. Sector regulators, small-claims courts and company complaint systems are separate routes. Confirm that the supplier participates and that the chosen body handles the issue.

Do not assume every office accepts a single PDF, a ZIP or audio. Some processes are online; others may require scheduled or in-person service. Check the current official page for file types, size, identity documents, authorization and deadlines.

Build the evidence package around the transaction

Start with the invoice or nota fiscal, receipt, contract, order confirmation and payment proof. Add delivery, warranty, cancellation or refund records relevant to the problem. Record the supplier’s legal identity and CNPJ when available.

Then add the WhatsApp chronology: date, service number, attendant name if shown, protocol, what was requested, what the company promised and what happened. A readable transcript helps navigation, but the transaction documents establish facts the chat may only discuss.

• Consumer identification required by the channel
• Supplier name and CNPJ
• Invoice, receipt or contract
• Payment and delivery records
• Protocol numbers
• Relevant WhatsApp or email exchanges
• Specific requested remedy

Use the chat without losing context

Preserve the full export and source device. In a working copy, select the exchanges connected to the purchase and keep enough preceding and following messages to make the meaning clear. Retain attachments separately because a text export may show only a filename or media placeholder.

Do not rewrite the company’s message, combine different attendants into one quote or remove a correction that changes the promise. Label any translation, transcription or redaction, and keep the original Portuguese source.

Write a complaint an analyst can answer

Open with the transaction date, product or service, amount and supplier. State the problem in chronological order, list prior contacts and protocols, then state the requested solution. Separate facts from conclusions and avoid sending years of unrelated chat when a focused record answers the issue.

Keep proof of submission and every later company response. If the problem continues, preserve new charges, bank entries, notices or messages as separate dated updates rather than overwriting the first package.

What official Brazilian sources show

Consumidor.gov.br asks for documents related to the consumer relationship, such as invoices, contracts and payment records. Its consumer guide also tells users to state the requested result clearly and warns against placing CPF, identity, bank, password or card information in the public complaint narrative.

Procon guidance can also request supplier details and conversations with the company through WhatsApp or email. Originals may be requested to verify authenticity and continuing losses may require updated proof.

These examples demonstrate relevance, not one national attachment rule. Requirements vary by body and can change. Check Consumidor.gov.br and the specific Procon or court immediately before filing.

• Consumidor.gov.br: official service page and consumer guide
• Procon-SC: appointment and required-document guidance
• Procon-DF: consumer service charter
• Research reviewed: 4 October 2026

Product and legal limits

MyChatWrap can turn an authorized export into a readable working transcript. It does not submit complaints, verify a CNPJ, authenticate messages, transcribe voice notes, certify a PDF, apply the Consumer Defense Code, calculate damages or guarantee that a supplier or authority will accept the file.