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Raízen
CUSTOMER SERVICECUSTOMER SERVICE is the channel that seeks to provide quality service. It is intended for consumers seeking to clarify doubts, make complaints, or request services.
Business hours: 8:00 a.m. to 5:00 p.m.
Brazilian toll free: 0-800-728-1616
Ombudsman
Ombudsman is a channel for consumers who have not had their demands completely solved by Customer Service. Through this channel, you can register your suggestion, criticism, or complaint. So, always have the protocol number given on the first call on-hand.
Business hours: 8:00 a.m. to 5:00 p.m.
Brazilian toll free: 0-800-728-0010
Anti-Fraud Policy
Raízen values the security and integrity of each of our business partners.
If you have any doubts about the authenticity of documents, information, or business proposals made on behalf of Raízen, we recommend that, before proceeding with any negotiation, confirmation, or signature, you contact us at compliancemonitoramento@raizen.com
FREQUENTLY ASKED QUESTIONS
Find the answers to your questions about Raízen.
ANTIFRAUD AND SCAMS Learn how to protect yourself
On this page, we have gathered important information to help you recognize attempted fraud, understand the difference between fraud and scams, and learn about the most common practices used by criminals. We also explain how to act and protect yourself to ensure a safe experience when contacting us or using our official channels.
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How do I know if an email was really sent by Raízen?
Official Raízen emails always use the @raizen.com domain. Therefore, any email that does not contain this domain may be considered fake. Always check the sender’s full address, not just the visible display name. If the email uses the @raizen.com domain but still raises suspicion, do not click on links or open attachments. In this case, contact Raízen directly through official channels to confirm the authenticity of the message before taking any action.
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Does Raízen sell products or run promotions through social media?
No. Raízen does not carry out direct sales through social media such as Facebook, Instagram, or WhatsApp. Offers with very low prices or promises of immediate delivery on these platforms are generally scam attempts.
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I received a commercial proposal with attractive terms. How can I verify if it is legitimate?
Be suspicious of offers with a sense of urgency or prices far below market value. Before proceeding with any negotiation, verify whether the contact was made through official email accounts and whether the communication channel is listed on our website.
We reinforce that Raízen does not engage in active prospecting and that the only official commercial channel for sugar-related negotiations is the email: sugarethanol@raizen.com.
When replying to the email, check the “To” field.
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What should I do if I suspect a scam?
Do not share any sensitive information. We ask that you save the message exchanges, emails, screenshots, or related files and send them to our exclusive reporting channel at the email ComplianceMonitoramento@raizen.com. This helps the risk team investigate and take the necessary measures to assist you quickly.
FRAUD
Any deliberate action intended to obtain undue advantage through deception, manipulation, or intentional omission of information. It is typically associated with the violation of rules, policies, or laws, and may cause financial losses, compromise sensitive data, or generate undue liabilities for third parties.
Unlike direct scams, fraud often occurs without personal contact with the victim and is carried out through the manipulation of systems, technologies, or internal processes. Common examples include unauthorized use of credentials, document tampering, unauthorized access, and interference in automated processes to obtain illicit benefits
SCAM
A scam can be defined as a criminal practice based on manipulation and deception techniques, in which the perpetrator induces the victim to provide personal information, make payments, or take actions that result in losses. Unlike fraud, in a scam, the victim acts voluntarily, even if under a false sense of safety or benefit.
Unlike fraud, which tends to be more structured and involves manipulation of processes or systems, a scam happens in real time, with strong urgency or trust appeal, leading the victim to make rushed decisions. It often involves direct contact by phone, email, messaging apps, or social media.
Common scams and how to avoid them
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Fake Customer Support
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Fake Employee Scam
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Social Media Scam
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Fake Promotions on Social Media
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Unauthorized use of the brand
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Phishing (Fake Emails)
Fake Customer Support
Criminals pose as Raízen representatives through channels such as phone, WhatsApp, or email, claiming to offer support or answer questions. The goal is to obtain personal data, passwords, or collect improper payments.
These contacts often occur after interactions with fake ads and use a professional tone to appear legitimate.
HOW TO PROTECT YOURSELF
- Raízen does not request banking information, passwords, or payments outside official channels.
- Be suspicious of unverified phone numbers or profiles.
- In case of calls or messages, request confirmation through a corporate email (@raizen.com).
- When in doubt, interrupt contact and confirm through Raízen’s official channels.
Fake Employee Scam
Criminals contact victims via email, WhatsApp, or other platforms pretending to be Raízen employees. With a legitimate appearance, they present attractive offers or special conditions to gain trust and obtain sensitive data or improper transfers.
These scams may result in financial losses and exposure of personal or business information.
HOW TO PROTECT YOURSELF
- Always verify the email domain: official channels use @raizen.com.
- Confirm whether, when replying, the destination address also ends in @raizen.com.
- Be suspicious of highly advantageous or urgent proposals.
- Never share passwords, codes, or banking information via email or messaging.
- When in doubt, contact Raízen through official channels before taking action.
Social Media Scam
Criminals create fake Raízen profiles and run paid ads on platforms like Instagram and Facebook, offering products such as fuels, lubricants, or sugar at prices far below market value. When showing interest, victims are directed to fake channels where the scam takes place, usually requesting advance payments or data collection.
HOW TO PROTECT YOURSELF
- Verify whether the profile is an official or verified Raízen account.
- Be suspicious of offers far below market value.
- Never make payments outside official channels.
- The only negotiation channel is sugarethanol@raizen.com — always confirm the full email address.
- Raízen does not conduct sales via social media.
- When in doubt, consult official sources and report suspicious profiles or ads to the platform.
Fake Promotions on Social Media
Criminals distribute fake coupons and promotions using the Raízen brand on social networks, messaging apps, and QR codes from unverified websites. The messages simulate campaigns and giveaways, inducing users to click fake links or fill out forms that collect personal information. In some cases, the QR code leads to fraudulent pages that capture data or install malicious software.
HOW TO PROTECT YOURSELF
- Be suspicious of promotions that do not lead to Raízen’s official channels.
- Do not scan QR codes from unknown sources.
- Never provide personal or banking information on unverified websites.
- Always check whether the promotion is published on Raízen's official website.
Unauthorized use of the brand
Raízen warns about scams and fraud involving improper use of its name, logo, and visual identity to deceive individuals and companies. To appear legitimate, criminals often use official Raízen elements, such as website links, brand logos, and even corporate addresses. It is also common for fake documents to be sent, containing forged stamps and signatures.
Criminals may create fake websites, email accounts, or documents that imitate official communications to obtain personal data, passwords, or improper payments. They may also attempt contact through messaging apps and social networks such as Telegram, WhatsApp, or Instagram — channels in which Raízen does not provide service or conduct negotiations. We reinforce that Raízen is not responsible for contracts, agreements, or reimbursements resulting from illicit practices.
HOW TO PROTECT YOURSELF
- Check that the address is exactly www.raizen.com.
- Avoid clicking on links sent by third parties — type the website directly in the browser.
- Do not fill out forms or log in on suspicious pages.
- Use antivirus software and extensions that warn about fake websites.
Phishing (Fake Emails)
Phishing is one of the most common online scams. Criminals send fake emails that appear to be from Raízen, using the logo and corporate language to deceive recipients. These emails contain malicious links or attachments that lead to fake websites or install viruses to steal passwords and banking information.
HOW TO PROTECT YOURSELF
- Check whether the email comes from an official domain: @raizen.com.
- Be suspicious of urgent messages or requests for data updates.
- Do not click on links or download suspicious attachments.
- When in doubt, confirm through Raízen’s official channels.
- Never share credentials through unknown links or unofficial channels.
BE ALERT
Raízen values the safety and integrity of every partner in our business network.
If you have any doubts about the authenticity of documents, information, or commercial proposals in the name of Raízen, we recommend that, before proceeding with any negotiation, confirmation, or signature, you contact us at compliancemonitoramento@raizen.com.