Refund Service

Overview

Refund Service is DOKU’s dedicated transfer solution that allows merchants to seamlessly disburse refunds to customers' bank accounts and e-Wallets across Indonesia. Built on the reliable DOKU Payout infrastructure, it utilizes robust APIs for account validation and fund transfers, providing you with a streamlined, fully automated refund workflow.

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How It Works

You can process refunds via the Refund Merchant API using two flexible methods:

• Direct Refund: Ideal if you already have the customer's account details. Simply submit the information in your API request, and the refund is processed instantly without any further action required from the customer.

• Non-Direct Refund: Designed for when you do not have the customer's account details. The system generates a secure link sent directly to the customer, allowing them to independently select their preferred destination and input their account information to claim the refund.

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Coverage & Limits

• Supported Destinations:

  • Banks: A wide network of local banks listed here

  • e-Wallets: OVO and DOKU e-Wallet

• Transaction Limits:

  • IDR 10,000 to IDR 25,000,000 per transaction

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Key Features

Feature	Description
Flexible Refund Methods	Choose between Direct Refund (using existing customer account details) or Non-Direct Refund (allowing customers to submit their own details via a secure link)
Broad Destination Coverage	Disburse funds seamlessly to any local bank account, OVO, or DOKU e-Wallet
Real-Time Verification	For Non-Direct Refunds, customer account details are instantly validated on the landing page prior to processing
Multi-Channel Delivery	Send secure refund links directly to customers via Email, WhatsApp, or both (at least one channel must be enabled)
Customizable Branding	Personalize the customer refund page with your own logo and brand colors. The page fully supports both English and Bahasa Indonesia
Configurable Link Expiry	Set a custom validity period for your refund links to suit your business needs (default is 7 days)
End-to-End Tracking	Monitor the entire refund lifecycle via the Check Status API, while customers can track their refund progress in real-time on their screen
Comprehensive Admin Dashboard	Access a dedicated web application to manage merchants, search transactions, resend notifications, retry failed refunds, and export detailed reports
Flexible Funding Sources	Source your refund balances directly from DOKU Payment Gateway settlements, Virtual Account (VA) top-ups, or manual transfers
Automated Webhooks	Receive instant, real-time transaction updates directly to your system via a configurable Notification URL

Note

Refund disbursements are contingent upon the operating hours of the respective banking and e-Wallet partners. Any transactions initiated outside these hours will be processed upon the resumption of their services.

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List of Supported Banks

The following destination codes are supported. Use the bank_code value when destination_type is BANK.

OVO and DOKU e-Wallet are listed here for reference, but you send it using destination_type = OVO or DOKU_WALLET, and leave the bank_code empty.

Code	Bank Name	Code	Bank Name
002	Bank Rakyat Indonesia	133	Bank Bengkulu
008	Bank Mandiri	134	BPD Sulawesi Tengah
009	Bank Negara Indonesia	135	Bank Sultra
011	Bank Danamon	146	Bank BOI Indonesia
013	Bank Permata	147	Bank Muamalat
014	Bank BCA	151	Bank Mestika
016	Bank BII Maybank	153	Bank Sinarmas
019	Bank Panin	157	Bank Maspion
022	Bank CIMB Niaga	161	Bank Ganesha
023	Bank UOB Indonesia	164	Bank ICBC
031	Citibank	167	Bank QNB Kesawan
036	Bank CCB Indonesia	200	Bank Tabungan Negara (BTN)
037	Bank Artha Graha	212	Bank Woori Indonesia
042	The Bank of Tokyo Mitsubishi UFJ Ltd	213	Bank Tabungan Pensiunan Nasional (BTPN)
046	Bank DBS Indonesia	405	Bank Victoria Syariah
050	Standard Chartered Bank	422	Bank BRI Syariah
061	ANZ Panin Bank	425	Bank BJB Syariah
067	Deutsche Bank AG	426	Bank Mega
069	Bank of China Limited	427	BNI Syariah
076	Bank Bumi Arta	441	Bank Bukopin
087	Bank HSBC	451	Bank Syariah Mandiri
089	Bank Rabobank	472	Bank Jasa Jakarta
097	Bank Mayapada	484	Bank Hana
110	Bank BJB	485	Bank MNC / Bank Bumiputera
111	Bank DKI	494	Bank Agro Niaga
112	BPD DIY	498	Bank SBI
113	Bank Jateng	501	Bank Royal Indonesia
114	Bank Jatim	503	Bank Nobu
115	BPD Jambi	506	Bank Syariah Mega
116	BPD Aceh	513	Bank Ina Perdana
117	Bank Sumut	521	Bank Bukopin Syariah
119	Bank Riau	523	Bank Sampoerna
120	Bank Sumsel	535	Bank Kesejahteraan Ekonomi
121	Bank Lampung	547	Bank BTN Syariah
122	BPD Kalsel	553	Bank Mayora
124	BPD Kaltim	555	Bank Index Selindo
125	BPD Kalteng	566	Bank Victoria
126	BPD Sulsel	600	BPR / LSB
127	Bank Sulut	688	BPR KS
128	BPD NTB	699	BPR Eka
129	BPD Bali	945	Bank Agris
130	Bank NTT	949	Bank China Trust Indonesia
131	Bank Maluku	OVO	OVO
132	BPD Papua	DOKU_WALLET	DOKU e-Wallet

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FAQ

What is the difference between initiation refunds with Refund Service and request to support team?

Refund Service lets you initiate and track refunds directly through the API. Support team requests require manual processing and follow-up outside your system.

What is the difference between Direct and Non-Direct Refund?

• Direct Refund: Ideal when you already have the customer's account details. You submit the information in your request, and the refund is processed instantly without any customer involvement.

• Non-Direct Refund: Used when you do not have the customer's details. We send a secure link to the customer, allowing them to input their own account information on a landing page to claim the refund.

How is the refund link delivered to customers?

Secure refund links are delivered via Email, WhatsApp, or both. You must enable at least one of these delivery channels for your account.

How long is a refund link valid?

The default validity is 7 days. However, this expiration period is fully configurable to match your specific business needs.

How to get started with the Refund Service?

Simply reach out to your dedicated DOKU Account Manager or by submitting this form, and our team will contact you for further details.