> 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/payouts/refund-service.md).
# 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.
***
## 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.
***
## Coverage & Limits
* Supported Destinations:
* Banks: A wide network of local banks listed [here](#list-of-supported-banks)
* e-Wallets: OVO and DOKU e-Wallet
* Transaction Limits:
* IDR 10,000 to IDR 25,000,000 per transaction
***
## 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 |
{% hint style="info" %}
### 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.
{% endhint %}
***
***
## 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 |
***
## 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](https://www.doku.com/en-US/contact-sales) form, and our team will contact you for further details.
---
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