Dispute
Overview
Dispute means you have received the funds of the transactions, however, you could not find the transaction record in the transaction report. Merchants with direct settlement transactions can manage disputed transactions directly with the DOKU Dashboard.
Submit Dispute Request
Log in to DOKU Dashboard, and then access the side navigation bar
Select Reports from the menu, then choose Dispute
Dispute page will appear, then click Add button and fill in all required fields on the dispute request data you want to submit, then click Submit button
You can check the dispute request data on this page and monitor the status with the definition below:
A. In Process = It is on checking process by DOKU system
B. Open = It is waiting to be followed up by the role with checker access, Admin or Finance.
C. Close = It has been successfully followed up by the role with checker access. Admin or Finance, and you can find the record now in the transaction report
D. Rejected = It has been rejected by the DOKU system as the stated reason.
Follow Up Dispute Request
Log in to DOKU Dashboard, and then access the side navigation bar
Select Reports from the menu, then choose Dispute
Dispute page will appear, then review any record with Open status. If it is already as expected and you want to proceed, then click the Follow Up button
If it is successful, the status will be updated to Close and you can now find the transaction in your transaction report.
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