Exception Handling

While DOKU Payouts is committed to a high success rate, technical issues within the destination banking network can occasionally occur. This section clarifies non-successful transaction statuses and the protocol required to ensure every case is resolved swiftly and transparently.

1. Definition of non-successful transaction statuses

   1. Pending The transfer instruction has been received and is awaiting final processing confirmation from the destination bank. DOKU Payouts Action: Continuously monitors the transaction status with the destination bank until a final confirmation (success or failed) is received.

   2. Failed The transaction was rejected by the DOKU system (e.g. insufficient deposit balance) or the destination bank (e.g. invalid account number). DOKU Payouts Action: Instant auto-refund, the principal fund amount is automatically and instantly returned to the merchant’s deposit balance.

   3. Timeout / General Error A timeout occurred between DOKU and the destination bank. Funds have been deducted from the merchant’s deposit, but no final success or failure confirmation has been received. DOKU Payouts Action: DOKU’s operational team immediately escalates and manually investigates the case with the relevant bank to obtain the final confirmed status within the established SLA.

2. Common failure reason Merchants must refer to the error codes and description sent via API. Failure are commonly caused by:

   1. Insufficient balance, the merchant’s deposit balance is inadequate to cover the transfer amount and service fees.

   2. Invalid account, the beneficiary’s account number is invalid or longer active.

   3. Transaction limit exceeded, the transfer amount exceeds the maximum daily or per-transaction limit allowed.

   4. Bank maintenance, the destination bank’s system is currently undergoing scheduled maintenance.

3. Resolution and risk mitigation procedures

   1. Self-service check, for failed transactions, merchants must immediately verify their deposit balance. If the funds have been returned, the transaction can be re-attempted after correcting the beneficiary data.

   2. Timeout / general error status resolution, the timeout or general error status will be processed according to the agreed-upon investigation Service Level Agreement (SLA). During the investigation period, the merchant should not re-attempt the transfer. DOKU will automatically update the status to success or failed upon receiving the final confirmation.

   3. Escalation, if the timeout or general error status exceeds the defined resolution SLA, the merchant may contact DOKU Care, providing the Transaction ID and timestamp for priority escalation.