Refund

DOKU processes transaction refunds only upon Merchant request. Refunds can be either full or partial, depending on your request. Important: Regardless of the refund amount, the Merchant remains responsible for the transaction fee, unless otherwise arranged with the Customer.

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Refund for Non-Card Transactions

To request a refund for Non-Card transactions:

1. Submit a support ticket or send an email to [email protected]

2. Provide the following details:

   1. Brand ID

   2. Invoice Number

   3. Transaction Date

   4. Transaction Amount

   5. Customer's Bank Account Details

   6. Refund Amount (Full or Partial)

Ensure all information is accurate to avoid delays in refund processing.

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Refund for Card Transactions

You can submit a request to refund Card transactions by following the steps below:

1. Log in to DOKU Dashboard, and then access the side navigation bar

2. Select Reports from the menu, then choose Transactions

3. Transactions Report page will appear, then click the transaction's row to open its details

4. Click Refund Payment

5. Enter the amount to refund

   The refund can be full or partial, depending on your preference.

6. Click Refund to process the refund.

Important:

• Refunds are only available for settled transactions.

• Transactions involved in disputes cannot be refunded through the Dashboard.

• Partial refunds reduce the original transaction amount but keep the original transaction record intact.

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Best Practices

• Always verify the transaction status before initiating a refund.

• Inform customers promptly once the refund has been processed.

• Allow up to 7-14 business days for Card refunds to reflect on the customer's account, depending on the issuing bank.

• Use secure communication channels when submitting bank account information for Non-Card refunds.

• Keep internal records of refund requests for audit and reconciliation purposes.

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FAQ

How long does a Card refund take to complete?

Refunds typically take between 7–14 business days to be reflected on the customer's credit or debit card, depending on their issuing bank.

Can I cancel a refund request?

No. Once a refund is processed, it cannot be canceled. Please verify all details before submitting a refund request.