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 or send an email to [e-mail]
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, 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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🇲🇾 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 [e-mail]
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)

Refunds for Malaysian Business Accounts are currently processed manually via email. Refunds through the Dashboard will be available soon.

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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.

Can a refund can be issued before the transaction is settled?

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.