APEX - KYB Resubmission
Effective Date: April 16th, 2025
DOKU has revamped the KYB (Know Your Business) Resubmission experience, giving merchants a clearer, faster, and more intuitive way to resubmit rejected or missing verification data directly from the DOKU Dashboard and no support ticket needed.
The key insight behind this update: only 21 out of 5,239 merchants updated their data after being rejected once. The root cause wasn't unwillingness and it was a confusing experience that left merchants without clear guidance on what went wrong or how to fix it.
🔍 What’s New?
The entire KYB Resubmission flow has been redesigned across five areas: Notifications, Dashboard, Approvals Settings, Business Information, and KYB Review Flow — making resubmission fully self-service and actionable.
This update ensures:
Merchants understand exactly why their data was rejected
Resubmission is fully self-service and no support contact needed
Only data that requires action is shown, reducing cognitive overload
Merchants can upload additional documents directly from the Dashboard
📢 Notification
Verification Rejected
Verification Succesful
Under Review
Requesting Additional Data
not available
🖥️ Dashboard
Verification Banner
⚙️ Approvals Settings
Action Required
not available
Data Detials
not available
🏢 Business Information
Action Required Component
Guideline
not available
🔍 KYB Review Flow
Data Rejection Spesific Information
not available
Request Additional Data
not available
How the KYB Resubmission is Changing
🔄 Before This Update
Merchants who received a KYB rejection had no clear indication of what went wrong or how to fix it. Notification messages were vague, the resubmission flow was unintuitive, and merchants were left without a clear path forward and often having to contact the support team manually just to understand next steps.
The result: only 0.4% of rejected merchants successfully updated their data that a clear signal that the experience was broken, not the merchants.
Steps:
Merchant submits KYB verification
Verification is rejected or flagged
Merchant receives a vague rejection notification with no clear next step
Merchant contacts support team for guidance
Manual back-and-forth to collect missing documents or clarify rejection reasons
Merchant resubmits — if they haven't dropped off already
Risk
High verification drop-off, increased support ticket volume, and delayed merchant activation.
🆕 After This Update
With the revamped KYB experience, merchants can now see exactly what was rejected, what needs to be fixed, and take action with all from within the DOKU Dashboard.
Steps:
Merchant submits KYB verification
If rejected or flagged, merchant receives a clear notification with specific rejection reasons and a direct CTA to update data
Verification banner and persistent Reminder Bar appear in Dashboard until all required data is updated
Merchant follows a structured checklist to resubmit the correct data and with guideline available for rejected brand data
Merchant views full approval/rejection history in the All Data tab under Approvals Settings
Resubmission completed independently with no support involvement needed
Benefit
Faster verification completion, lower support ticket volume, and a smoother path to full merchant activation.
📌 Important Notes
This is a Dashboard UX improvement — no API changes or merchant integration required.
Merchants with outstanding KYB rejections can log in to their DOKU Dashboard and check their Approvals Settings for pending action items.
New merchants going through onboarding who encounter KYB issues will be covered under the upcoming Revamp Onboarding initiative.
For assistance, contact our Care Team at care@doku.com or (021) 1500963.
Thank you and best regards, DOKU Product Team
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