To strengthen refund security and protect customers from unauthorized access, DOKU Refund Service now introduces a mandatory passcode authentication step before the refund process begins. This ensures every refund request is verified and secure from the start.

Beginning 17 November 2025, all refund processes will require customers to enter a unique passcode sent via SMS or email.

🔍 What’s New?

Refund processing now includes a unique passcode sent to the customer along with the refund link.

This update ensures:

• Higher security on each refund request

• Minimized risk of unauthorized actions

• Verified-user protection for approval and initiation steps

How the Refund Process is Changing

🔄 Current Process

Today the refund flow begins directly with account selection and input. While functional this flow includes a potential risk. If an unauthorized individual gains access to the refund link they may attempt to redirect the refund to another bank account.

Steps:

1. Customer chooses refund destination account

2. Customer inputs bank account number

3. Bank account validation

4. Customer confirms bank account information

🆕 Future Process

With the new authentication step the refund journey begins with passcode entry. This ensures only the rightful customer can access and complete the refund.

Steps:

1. Customer inputs passcode

2. Customer chooses refund destination account

3. Customer inputs bank account number

4. Bank account validation

✅ Usage & Validity

One Passcode per Refund A passcode is generated uniquely for every refund process.

Validity Period Follows the Refund Link If the refund link expires in 7 days, the passcode also follows the same 7-day validity.

Incorrect Attempts Lockout Entering the wrong passcode three times will lock the refund page for 30 minutes before retry is allowed.

Passcode Format Each code consists of 6 random alphanumeric characters (e.g., A1B2C3).

📌 Important Notes

Refunds created before the implementation date (without passcode) and still in link sent/opened status will be re-processed. The system will automatically resend the refund link to customers, now complete with the required passcode.

We recommend informing your customers so they can complete the refund process smoothly.

For assistance, contact our Care Team at [email protected] or (021) 1500963.

Thank you and best regards, DOKU Product Team

Merchants who activate QRIS from the DOKU Dashboard will now have their transactions settled through DOKU’s enhanced system. This improvement brings faster fund disbursement, unified reporting across channels, and smart features that simplify reconciliation. Everything works seamlessly within your existing setup.

Starting 31 July 2025, this update applies to merchants whose QRIS service status is Active and activated via the DOKU Dashboard. Merchants who activated QRIS through other channels before this date will continue using the legacy system.

🔍 What’s New?

With the enhanced settlement system, QRIS transactions are processed more efficiently and are integrated with other DOKU payment channels. You get better visibility, automation, and control.

Key Features

Real-Time Tracking View the status of your QRIS transactions and settlements directly from the DOKU dashboard.

Unified Settlement Reports QRIS transactions are included in the same reports as your other DOKU channels, making reconciliation easier.

Auto-Resolved Disputes Transactions that were marked as "failed but paid" are now automatically validated and settled.

Advanced Features for DOKU Checkout Users

• Split Settlement: Route funds to multiple bank accounts

• Sub Account Management: Manage outlets or affiliates with better control

• Custom Report Columns: Export reports with additional business information

📌 How It Works

Once QRIS is activated via the DOKU Dashboard and the service status is Active, the enhanced settlement flow will apply automatically.

📅 Settlement is processed on the next working day (T+1)

💸 QRIS fees follow Bank Indonesia regulations and are listed as Default Fee on the Fee Scheme page

⚠️ Merchants who activated QRIS before 31 July 2025 will remain on the legacy system unless they reactivate through the DOKU Dashboard

QRIS settlement via the enhanced system helps your business move faster, reduce manual effort, and streamline operations. Activate QRIS through the to experience the benefits today.

Stay informed with real-time updates on DOKU services, including QRIS, VA, E-Wallet, Settlement, and more. No login needed.

Key Highlights

• Live status by service (e.g. QRIS, VA, e-Wallet, Settlement)

• Timestamp of last update

• Categorized service overview

• Historical log of incidents and maintenance

Visit to monitor system health and ensure smooth operations.

In multi-branch business setups, financial liquidity heavily relies on seamless fund transfers. Factors such as differing bank accounts, variable transfer schedules, and branch-specific transaction types can make fund settlement more complex and potentially delay operations if not properly organized. To address this, DOKU introduces the New Settlement Settings.

DOKU’s New Settlement Settings provides a robust solution for multi-branch businesses, enabling them to configure fund settlements with precision and adaptability to meet the unique financial management needs of each branch.

Core Functionalities:

• Customized Settlement Destinations Per Branch and Payment Channel For enhanced flexibility, merchants can now assign specific bank accounts to each branch and even direct payments by type or channel (e.g., sending virtual account settlements to one account while directing credit card payments to another).

We're excited to announce that DANA is now available as a new payment channel on DOKU! This integration allows your customers to pay for your products and services using their preferred DANA e-wallet, providing them with a convenient and secure checkout experience.

Benefits for Your Business:

• Expand Your Reach: Offer DANA as a payment option to attract a wider customer base who use DANA e-wallet.

• Simplify Transactions: Facilitate seamless and secure payments for your customers through DANA integration.

DOKU's Checkout Page now offers a simplified and intuitive interface for merchants to personalize their payment page. With just a few clicks, you can easily select from a variety of pre-designed templates or create your own custom template to match your brand identity and enhance the customer experience.

Here are some of the benefits of using DOKU's Checkout Page personalization features:

• Improved brand consistency: Ensure that your Checkout Page aligns seamlessly with your overall brand aesthetic and messaging.

• Enhanced customer experience: Create a more user-friendly and engaging payment process for your customers, fostering trust and loyalty.

• Increased conversion rates: A well-designed Checkout Page can encourage customers to complete their purchases and reduce cart abandonment.

Getting started with Checkout Page personalization is easy:

1. Log in to your DOKU Dashboard.

2. Navigate to the "Settings" menu and select "Checkout Page".

3. Choose the "Interface Settings" tab.

4. Select your preferred template from the available options or click "CREATE NEW TEMPLATE" to design your own.

With DOKU's Checkout Page personalization features, you can take control of your payment page and create a seamless and engaging experience for your customers.

Additional tips for personalizing your Checkout Page:

• Keep it simple and clutter-free: Avoid overwhelming customers with too much information or unnecessary distractions.

• Use clear and concise language: Make sure all instructions and labels are easy to understand.

• Highlight your key selling points: Showcase any special offers, discounts, or security features that you offer.

• Use high-quality images: Visuals can help to create a more engaging and memorable experience.

By following these tips and utilizing DOKU's personalization tools, you can create a Checkout Page that is not only visually appealing but also drives conversions and strengthens your brand reputation.

The DOKU Dashboard has undergone a major upgrade, featuring a streamlined navigation system designed for effortless access and management of all your DOKU products.

Key Benefits:

• Centralized Product Management: Easily activate and manage all DOKU products from one location.

We're thrilled to let you know that Allo Bank is now live as a payment method on DOKU! Your customers can now enjoy the flexibility of paying through Allo Bank, ensuring a smoother, more secure checkout experience tailored to their needs.

What This Means for Your Business:

Why is this feature important for the security of your business transactions?

The sophistication of digital technology not only helps businesses grow, but also has the potential to attract fraudsters who target payment security on your business platform. For example, fraudsters can trick your customers into using fake URL domains so that customer payments can be diverted out of the payment system already registered with DOKU.

What should you do if this happens?

You can specify the URL domain with registered DOKU credentials. If you find that your business URL domain is being misused, take the step of blocking the URL domain using the Whitelist Domain feature. Fake URL domains are blocked, customer payments cannot be diverted to other domains.

By activating this feature, your business will gain an additional layer of security so that customer trust and loyalty can always be maintained.

How to activate this feature?

1. Login to DOKU Dashboard

2. Go to the Settings menu, then select Checkout Page

3. Select the System Settings Tab

4. In the Whitelist Domain Setting section, Set Your Checkout Page Domain.

With this setting, only registered checkout page URL domains can process your customer payments. Any access from unauthorized URLs and reported via the dashboard will be rejected.

We're expanding your payment collection toolbox! DOKU now integrates with BTN Virtual Account, offering your customers a secure and convenient way to pay directly from their bank accounts.

Benefits for Your Business:

• Increased Sales: Attract new customers who prefer bank transfers by offering BTN Virtual Account as a payment option.

• Faster Transactions: BTN Virtual Account facilitates instant payment confirmation, streamlining your order fulfillment process.

In industries where every second counts, keeping your payment process streamlined is crucial. With Automated Email Notifications, you can eliminate the hassle of manual reminders and enhance the payment experience for both you and your customers.

This feature helps improve payment conversions, ensures timely updates, and allows you to focus on growing your business while maintaining an effortless, professional customer experience.

What Are Automated Email Notifications?

Automated Email Notifications allow you to send payment status updates automatically to customers and merchants. Whether it’s a new order, an almost-expired payment, or a successful transaction, these notifications keep everyone informed at every step of the process.

You can also customize the email design with your logo, brand colors, and tailored call-to-action buttons to create a seamless branded experience.

Key Features

Customer Notifications

Send automated email reminders for various payment statuses, including:

• NEW ORDER: Remind customers to complete their payments.

• SUCCESS: Notify customers of successful payments.

• FAILED: Alert customers about failed transactions.

• ALMOST EXPIRED: Encourage customers to act before their payment expires.

Merchant Notifications

Receive email updates about the same payment statuses, ensuring you’re always in the loop and can take timely action when necessary.

How to Enable Automated Email Notifications in 3 Simple Steps

1. Log in to your DOKU Dashboard.

2. Navigate to Settings > Checkout Page Notification.

3. Enable the Automated Email Notification feature for both customers and merchants.

💡 Pro Tip: Personalize your email notifications by adding:

• Your logo and brand colors for professional branding.

• Custom call-to-action buttons like "Pay Now" or "Book Now" to suit your business needs.

Benefits of Automated Email Notifications for Your Business

• Boost Payment Conversions: Timely reminders reduce abandoned transactions and ensure more successful payments.

• Save Time and Effort: Automate the entire reminder process to free up valuable resources.

• Enhance Customer Satisfaction: Transparent updates keep your customers informed, improving their trust and overall experience.

Use Cases for Automated Email Notifications

1. New Order Confirmation Example: Send a payment confirmation with details such as order ID and total amount. Best For: Businesses needing to reassure customers that their order has been received successfully.

2. Almost Expired Payment Reminder Example: Notify customers of approaching deadlines to complete their payments. Best For: Subscription services, online stores, or any business requiring timely payments.

3. Successful Payment Notification Example: Confirm completed transactions and thank customers for their payments. Best For: Any business aiming to provide a professional follow-up to their customers.

Take control of your payment notifications with Automated Email Notifications. Simplify your operations, deliver a better customer experience, and drive successful transactions—all while saving time and resources.

Recovering missed opportunities is now easier. Recover Abandoned Cart is a new feature on the DOKU Checkout Page that helps customers return to their expired orders and complete the payment without starting over.

By activating this feature, merchants can improve conversion rates, reduce friction during checkout, and recover lost revenue effortlessly.

What is Recover Abandoned Cart?

Recover Abandoned Cart allows customers to revisit their expired orders using the same Checkout Page. When an order expires, the customer receives an email notification with a direct link to resume the payment process.

Merchants no longer need to recreate the order. The entire process is automatic and built to support a better checkout experience.

Key Features

Seamless Recovery Flow Customers continue their expired order from the original Checkout Page.

Flexible Expiration Settings Merchants can define the recovery period, for example 7 days after the order expires.

Email Notification Integration The "Expired Order" email acts as the entry point for customers to return.

No Manual Work Required Merchants do not need to recreate orders or send manual reminders.

Improved Conversion Rate Turn abandoned carts into completed payments automatically.

Insightful Analytics Track how many abandoned carts are successfully recovered.

How to Enable in 3 Steps

1. Log in to your DOKU Dashboard

2. Go to Settings > Checkout Appearance > Expired Settings

3. Enable Recover Abandoned Cart and set the desired expiration period (for example, 7 days)

💡 Make sure the Expired Order email notification is enabled under Settings > Checkout Page Notification

Benefits for Your Business

• Recover lost sales without extra effort

• Enhance customer experience by offering a simple way to continue checkout

• Reduce friction in the payment journey

• Gain better visibility into customer behavior through recovery analytics

Use Cases

Online Stores during Campaigns Perfect for promotions and sales periods where urgency often leads to abandoned carts.

B2B Transactions Supports clients who need more time to finalize payments but still want a smooth experience.

Subscription Renewals Recover incomplete renewals with automated follow-up and recovery links.

Recover Abandoned Cart helps you improve payment performance and offer a smoother customer experience. Start using this feature today and optimize your checkout flow directly from your .

Introducing 2-Step Verification for DOKU Dashboard Users

We are excited to announce the launch of our latest security feature, 2-Step Verification! This enhanced security measure adds an extra layer of protection to your DOKU Dashboard account, safeguarding your sensitive information and transactions.

Choose Your Additional Verification Method

Select your preferred verification method to strengthen your account security:

• Email: Receive verification codes directly to your inbox.

• Auth App: Utilize an authenticator app for faster and more secure access.

• SMS: Get verification codes sent directly to your mobile phone.

Activation Steps

Follow these simple steps to activate additional verification:

1. Log in to your DOKU Dashboard.

2. Navigate to the 'User Profile' menu and click 'Enable 2-Step Verification'.

3. Verify the OTP sent to your registered email address.

4. Create a new PIN to authenticate critical account changes.

Enhanced Security Benefits

2-Step Verification provides several benefits to protect your DOKU Dashboard account:

• Prevents Unauthorized Access: Adds an extra layer of defense against unauthorized login attempts.

• Protects Sensitive Information: Safeguards your account details and transactions from potential breaches.

• Promotes Account Security Awareness: Encourages stronger password practices and overall account security consciousness.

We strongly recommend enabling 2-Step Verification for your DOKU Dashboard account. This simple yet powerful security measure can significantly enhance the protection of your sensitive information and transactions.

Additional Tips for Account Security

• Create Strong Passwords: Use unique and complex passwords for all your online accounts.

• Avoid Password Reuse: Never reuse passwords across multiple accounts.

• Enable Multi-Factor Authentication: Utilize multi-factor authentication whenever possible for added security.

• Be Vigilant of Phishing Attempts: Remain cautious of suspicious emails or websites requesting personal information.

By following these security best practices and activating 2-Step Verification, you can safeguard your DOKU Dashboard account and enjoy peace of mind while conducting online transactions.

The new e-Katalog gives you everything you need to create curated product or service catalogs without building a website or doing technical integration. Whether you're launching a seasonal promotion, selling digital products, or showcasing services, e-Katalog now supports richer content, flexible scheduling, and smarter order handling — all from the DOKU Dashboard.

About e-Katalog

e-Katalog is a no-code tool that helps businesses create and share digital catalogs without a website, app, or developer.

Designed for flexibility, e-Katalog lets you publish product or service listings, organize them into collections, and accept payments instantly through DOKU. You can sell physical goods, offer digital products, or showcase services in a way that feels fast, simple, and professional.

Promo Engine puts the power of promotions right at your fingertips. Merchants can effortlessly create and manage captivating promotional campaigns directly from their dashboard. This tool is tailor-made to seamlessly integrate with your existing scheme, ensuring promotions resonate perfectly with your brand identity. Whether you're targeting customers through email, social media, mobile apps, or websites, Promo Engine covers it all.

Key Features

• Intuitive Dashboard: A comprehensive dashboard awaits, allowing merchants to craft promotions with customizable options and manage them effortlessly. Duplicate, reactivate, or deactivate ongoing promotions in just a few clicks.

• Discount Mastery: In its initial phase, Promo Engine offers merchants the ability to craft discount promotions while maintaining authority over scheme settings and payment channels.

Benefits of Promo

Boosting Sales

Say goodbye to stagnant sales figures. Promo Engine empowers merchants to entice customers with enticing discounts, catalyzing an uptick in sales and revenue. Struggling to clear inventory? Create targeted promotions to nudge customers toward purchasing decisions.

Customer Acquisition

Forge connections with new customers through irresistible promotions aimed at first-time buyers. Watch your customer base expand and your brand awareness flourish.

Customer Retention

Foster brand loyalty by rewarding loyal patrons with exclusive discounts and promotions. Strengthen long-term relationships while boosting repeat business.

Seasonal Strategies

Seamlessly manage seasonal and holiday-specific promotions to ride the wave of heightened demand. From Christmas sales to Ramadan specials, Promo Engine ensures your business capitalizes on peak periods.

Cross-Sell and Upsell

Elevate your revenue by promoting complementary products or services to existing customers. Encourage them to explore more and elevate their average order value.

Elevate Your Marketing with Promo Engine

DOKU merchants are set to experience the power of Promo Engine starting April 2023. Navigate to your dashboard and discover the all-new "Promo" menu, where possibilities await. Not ready to take the plunge? Test drive this game-changing tool in the Sandbox environment before unleashing it upon your customers.

Upcoming Feature

Cashback and Loyalty Programs

In our commitment to continually elevate your marketing game, Promo Engine is expanding its features. Soon, merchants will be able to leverage the power of cashback and loyalty programs. Reward your customers for their loyalty and encourage repeat business through exciting cashback offers. Build lasting relationships and enhance customer retention by implementing dynamic loyalty programs that keep them engaged and coming back for more.

FAQ

We are proud to announce a groundbreaking update to the latest iteration of the DOKU Checkout. This recent series of enhancements uncovers a suite of exciting features meticulously designed to enhance your customers' checkout experience.

New Updates

1) Brand gets Better

• Larger Logo. Your brand logo takes center stage with our updated DOKU Checkout as it now occupies a prime position in the middle of the page, presented in a larger, more prominent format.

• Automatic Brand Initials. For added convenience, brand initials are automatically set if you haven't uploaded your own logo.

2) Payments Made Painless

• Highlighted Logos. Payment method logos are now prominently displayed on the DOKU Checkout, making it easier for customers to quickly identify and select their preferred payment method.

3) Clarity in Countdown

• Clearer Countdown. Countdown is made more transparent and visible to ensure that customers are acutely aware of the urgency to complete their payment.

• Customizable Countdown. Change the color of your Countdown Banner to fit your brand aesthetics. This can be configured via DOKU Dashboard.

4) Promotions on Point

• Set Up Promo. Effortlessly set up promotional campaigns using the DOKU Dashboard and seamlessly integrate promotions directly within the Checkout Page. If an active promo is available, customers will be presented with the corresponding Promo Code, allowing them to enjoy exclusive discounts.

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FAQ

DOKU PayChat gives your business everything you need to chat order and pay directly inside WhatsApp. Whether you are launching a campaign handling reservations or selling products DOKU PayChat supports automated flows flexible setup and smoother conversions. Everything is managed from the DOKU Dashboard with no technical integration needed.

About DOKU PayChat

DOKU PayChat is a no code WhatsApp commerce tool that allows businesses to accept orders collect customer details and process payments directly in chat.

Built for flexibility DOKU PayChat works for a wide range of business models including retail hospitality digital products and service based workflows. You can use it to improve customer engagement reduce repetitive tasks and provide a fast checkout experience.

DOKU PayChat centralizes everything in one dashboard making it easier to manage conversations orders and payments in real time.

Key Capabilities in DOKU PayChat

Guided Chat Flow Customers move step by step from inquiry to payment inside WhatsApp.

Product and Pricing Setup Add items set prices define notes and allow customers to choose quantities.

Instant Access via QR or Link Share QR codes or links across your channels to start WhatsApp interactions instantly.

Real Time Dashboard Overview View chats orders and payment status in one place updated live.

Easy Data Export Download order and payment records anytime for operations accounting or analysis.

Before vs After

Use Cases for Real Businesses

📅 Online Event Registration Collect registrations and payments for classes workshops or online sessions directly in WhatsApp.

🛍️ Pre Order Selling Manage pre order items and collect down payments without leaving the chat.

🏨 Booking and Reservation Handle bookings for hotels clinics and service providers fully in WhatsApp with instant payment confirmation.

📱 Top Up and Digital Sales Sell data packages mobile credit and digital vouchers with a smooth checkout experience.

DOKU PayChat helps your business serve customers better move faster and reduce manual work. Everything is accessible from your DOKU Dashboard and ready to use anytime.

We are introducing important updates to the Check Status API response format to improve clarity and ensure consistency across integrations. These changes affect all merchants currently using the API to retrieve payment status information.

🔍 What’s New?

1. order.status field for Checkout Page

A new object field

In fast-moving industries like travel, hospitality, and retail, having the right customer information at your fingertips is vital. With DOKU Payment Link’s Custom Fields, you can capture key details such as booking preferences, product options, or delivery instructions directly during checkout.

This helps create a smoother payment experience, ensures faster decision-making, and gives your business the insights needed to improve conversions and customer satisfaction.

What Are Custom Fields?

Custom Fields let your business control what information is gathered during checkout. You can customize the fields to capture specific data needed for smooth operations—whether it’s booking details, preferences, or delivery instructions. Once configured, the fields automatically appear in your payment link, offering a tailored, efficient checkout experience for your customers.

In an effort to continually enhance user experience and streamline online transactions, we are proud to announce a major update to Payment Link. This transformative update introduces a range of exciting features aimed at simplifying payment processes and providing users with unprecedented flexibility.

New Features

1) Customizable Order Details

Recognizing that Payment Links serve various purposes, DOKU now provides a range of Order Detail options, catering to different business needs:

• Amount & Description: Simplify the process by requiring users to input just the amount and a description. Ideal for freelancers and service providers who don't need detailed item names.

• Product Items: For businesses that require detailed invoices, this option allows users to include item names, quantities, and prices.

• Accept Any Amount: A flexible option that lets customers input their preferred amount, perfect for fundraising and effortless contributions.

2) Customizable Customer Details:

Customers play a pivotal role in payment transactions, and DOKU's Payment Link now offers two customer detail options:

• Collect Customer Information: Merchants can specify the information customers need to input, such as name, email, telephone number, and address.

• Select Customer: Merchants can choose registered customers or add new customer data, making it ideal for invoicing or billing.

3) Multiple Payments

The Multiple Payment Link feature enables merchants to accept multiple payments using the same link. This is perfect for selling products or services that involve multiple customers. Merchants can set payment limits per link, or allow unlimited transactions.

4) Partial Payments

DOKU's Payment Link now supports partial payments, allowing customers to make multiple payments using a single Payment Link. Merchants can also set a minimum payment amount to ensure transactions meet a specific threshold.

5) Custom Link

Merchants gain the flexibility to personalize payment links with custom URLs, providing a unique and branded payment experience.

6) Success Page URL

The Success Page URL feature seamlessly redirects customers to a designated URL after they successfully complete a payment, enhancing the overall user experience.

7) Adjustable Items Quantity

Merchants can exercise control by defining the quantity of items customers can order, with the option to set minimum and maximum limits per transaction.

8) Bulk Payment Links

DOKU simplifies the process of creating multiple payment links with the Bulk Payment Links feature. By uploading an XLSX file, the system automatically generates payment links, streamlining the workflow for merchants.

DOKU remains dedicated to delivering reliable and innovative payment solutions for merchants in Indonesia and beyond, further solidifying its position as a leader in the payment gateway industry.

For more information about DOKU's Payment Link and its latest features, please visit

FAQ