# 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](https://help.doku.com/en/support/tickets/new) or send an email to <care@doku.com>&#x20;
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)

{% hint style="info" %}
Ensure all information is accurate to avoid delays in refund processing.
{% endhint %}

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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](https://dashboard.doku.com/bo/login?utm_source=docs), and then access the side navigation bar
2. Select **Reports** from the menu, then choose **Transactions**&#x20;
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

<details>

<summary>How long does a Card refund take to complete?</summary>

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

</details>

<details>

<summary>Can I cancel a refund request?</summary>

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

</details>

<details>

<summary>Can a refund can be issued before the transaction is settled?</summary>

This is only possible for card transactions, and in that case, the transaction will be voided, not refunded. For non-card transactions, refunds can only be processed after the transaction has been settled. If you submit a refund request before settlement, it will remain pending until the transaction is fully settled. Once settlement is complete, the refund will be processed accordingly.

</details>