> For the complete documentation index, see [llms.txt](https://docs.doku.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.doku.com/get-started/manage-business/manage-finances/refund.md).

# Refund

DOKU processes refunds only upon the Merchant's request. Refunds can be **full** or **partial**, depending on the requested refund amount.

> **Important:**
>
> * The Merchant remains responsible for the original transaction fee, regardless of the refund amount, unless otherwise agreed with the Customer.
> * Refunds can only be processed for eligible transactions.

## 🇮🇩 Business Account

### Refund for Non-Card Transactions

If you have an Indonesian Business Account, you can request a refund for non-card transactions by following the steps below:

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)

### Refund for Card Transactions

If you have an Indonesian Business Account, you can refund eligible card transactions directly from the DOKU Dashboard 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.

***

## 🇲🇾 Business Account

If you have a Malaysian Business Account, you can request a refund for your transactions by following the steps below:

1. Send an email to <help@senangpay.my>&#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" %}
Refunds for Malaysian Business Accounts are currently processed manually via email. Refunds through the Dashboard will be available soon.
{% endhint %}

***

## 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.

***

## 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>


---

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