Chargeback

Terms and Condition

Refutation is a reporting process that has the potential to become a Chargeback from the Customer to the issuer which shall be forwarded to the Acquirer.

1. The Parties shall coordinate to settle the Refutation and DOKU shall be entitled to request necessary information from the Merchant in relation with the settlement process and Merchant shall support the Refutation process.

2. DOKU has the right to submit documents related to the Refutation to the Acquirer, including but not limited to the details of the card transaction and transaction log.

3. If requested, the Merchant shall submit documents related to the Refutation to the Acquirer, including but not limited to the statement letter of the Merchant of Refutated Transaction, delivery receipt, and product acceptance.

4. If Refutation is proven to become Chargeback:

   1. In terms of Direct Merchant, Acquirer shall deduct the fund from the Merchant’s account in the amount that will be credited again to the Customer’s account as the result of the Chargeback; and/or

   2. In terms of Aggregator Service, DOKU shall deduct funds to be credited to the Customer as the result of the Chargeback to the following Settlement for the Merchant. If the fund deposit in DOKU in the escrow account is not sufficient to be deducted, Merchant shall pay to DOKU in the amount that will be credited to the Customer as the result of the Chargeback within 7 (seven) Business Days after the notification of the Chargeback and the importance of the payment to DOKU.

5. DOKU shall only process the request for Chargeback that comes from the Acquirer, and DOKU shall have the right to decline the request for the Chargeback which comes other than the Acquirer.

6. All forms of Chargeback from third parties shall not be the responsibility of DOKU.