> For the complete documentation index, see [llms.txt](https://changelog.doku.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://changelog.doku.com/july-2026/refund-services-whatsapp-channel.md).

# Refund Services - Whatsapp Channel

Refund notification and passcode now supports delivery through WhatsApp via the official DOKU Business Account, providing a more secure and reliable way for customers to receive refund notifications.

This update replaces the previous SMS-based notification flow while maintaining the existing refund process for merchants.

[<mark style="color:$primary;">**Learn about Refund Services**</mark>](https://docs.doku.com/payouts/refund-service)

<figure><img src="/files/aH7jJEfoYD9vMhKMcgfk" alt=""><figcaption></figcaption></figure>

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### 🔍 What’s New?

Refund notifications are now delivered through **WhatsApp** instead of SMS for merchants who enable the feature.

Customers will receive their refund information directly through the official DOKU WhatsApp account, including the refund link, verification passcode, expiration information, and action button where applicable.

Depending on the refund type, customers will receive one of two notification formats:

* **Refund Link** – includes a refund link, verification passcode, expiry information, and **"Receive Refund"** call-to-action.
* **Direct Refund** – includes refund confirmation and a **"Check Status"** button without requiring a passcode.

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### 💡 Why It Matters

SMS has long been used as the primary notification channel for Refund Link. However, SMS delivery introduces security risks, including the possibility of unauthorized access to refund links or delayed message delivery.

By moving notifications to WhatsApp, DOKU provides a more trusted communication channel while strengthening refund security through passcode verification and official business messaging.

This enhancement helps merchants improve customer confidence throughout the refund process while reducing potential fraud risks.

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### **🚀 Updated Experiences**

#### 🔄 Before&#x20;

Previously, customers received Refund Link notifications via SMS.

Although functional, SMS delivery presented several challenges:

* Refund notifications could be delayed or fail to reach customers.
* SMS messages were more vulnerable to interception by unauthorized parties.
* Customers relied on SMS to access refund links, creating potential security risks during the refund process.

#### 🆕 After

Beginning August 10th, 2026, all refund communications will default to WhatsApp and/or email if applicable Refund notifications delivered through the **official DOKU WhatsApp Business Account**.

Depending on the refund type, customers will receive either:

* **Refund Link** — including a secure refund link, verification passcode, expiry information, and a **"Receive Refund"** button.
* **Direct Refund** — including a refund confirmation message and a **"Check Status"** button without requiring a passcode.

This provides a more secure, reliable, and familiar refund experience while helping reduce the risk of unauthorized refund access.

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### &#x20;📌 Refund Methods

**Non-Direct Refund**

They will open the link and enter their own bank account details before the refund is processed. **Best for:** Merchants who do not have the customer's bank account information.

**Direct Refund**

The customer receives a WhatsApp notification confirming the refund, without needing to enter any additional information. **Best for:** Merchants who already have the customer's bank account information.

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### ⚙️ How It Works

* **Enable** WhatsApp Notification for your merchant account.
* Continue sending refund requests using the existing **customer\_phone** parameter — no API changes are required.
* DOKU automatically delivers the refund notification through the official WhatsApp Business Account.
* Customers receive the appropriate notification based on the refund type:
  * **Refund Link** with passcode verification, or
  * **Direct Refund** with refund status confirmation.
* Customers complete the refund process securely through the provided WhatsApp message.

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### **💼 Key Feature**

* Deliver Refund Link notifications through the official DOKU WhatsApp Business Account.
* Support dedicated notification formats for Refund Link and Direct Refund.
* Include passcode verification for Refund Link transactions.
* Improve delivery reliability compared to SMS notifications.
* Strengthen refund security by reducing the risk of unauthorized refund access.
* No API changes required for existing Refund Link integrations.

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### **📌 Key Details**

* No API parameter changes are required. Merchants continue using the existing **customer\_phone** field.
* WhatsApp notification must be **enabled by the merchant** and is not activated by default.
* Once WhatsApp notification is activated, SMS notification will be automatically disabled for that merchant.
* Passcode verification is only applicable to **Refund Link** transactions. Direct Refund notifications do not require a passcode.

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For assistance, contact our Care Team at <care@doku.com> or (021) 1500963.

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Thank you and best regards,\
**DOKU Product Team**