Dispute
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Dispute occurs when you have received the funds of the transactions, but could not find the transaction record in the transaction report. Merchants with direct settlement transactions can manage disputed transactions directly with the DOKU Dashboard.
Log in to , 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:
In Process = It is on checking process by DOKU system
Open = It is waiting to be followed up by the role with checker access, Admin or Finance.
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
Rejected = It has been rejected by the DOKU system as the stated reason.
Log in to , 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.