Anda dapat mengirimkan keluhan email ke care@doku.com dengan menyertakan data sebagai berikut:
- Nomor Invoice
- Refund ID
- Tanggal Transaksi
- Nominal Refund
- Lampirkan Bukti Transaksi Pembayaran:
- Lampirkan Bukti Proses Refund AliExpress
- DOKU Dashboard Updates
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DOKU Migration Event
- Overview
- Feature Highlights
- FAQ
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FAQ Payment Gateway
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General Information
- What types of payment methods are supported?
- What are the transaction fees and how are they calculated?
- I don't have a website. Can I accept payment using DOKU?
- Is there a demo account for me to test payment using DOKU?
- Are there any restrictions on the types of businesses that can use DOKU?
- Can individual/personal businesses accept payment with DOKU?
- How long does it take to process a transaction?
- When will I receive the money from my transactions?
- Can DOKU help me to reconcile my transactions?
- What kind of support is available if I encounter a problem?
- Can DOKU provide loan for my business?
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Registration & Activation
- How to register a DOKU account?
- What documents do I need to prepare to register a business account?
- What is the difference between Personal, Corporate, and International?
- When will my business account be verified?
- Can I accept payments before my business account has been verified?
- Can I update my business account data after submitting account registration?
- How to check whether my business account has been verified?
- My business data is rejected. What should I do?
- My business account verification is rejected after I started accepting payments. What should I do?
- What to do after my business account has been verified?
- My file/document is failed to be uploaded. What should I do?
- How to activate more payment methods?
- Why are some of the payment methods disabled?
- Why is my payment method status still updating?
- How long do I need to wait for the payment method to be activated?
- How to check whether my payment method has been activated?
- I need assistance from an account manager. What should I do?
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Account & Dashboard
- How to log in to DOKU Dashboard?
- I forgot my password. How do I reset my password?
- I did not receive any email to reset my password. What should I do?
- How to change my password?
- How to switch the language of the dashboard?
- Can I give dashboard access to my team?
- What is the access level and permission for each role in team management?
- How do I remove or change the role of my team member?
- Can I monitor the activities of my team members?
- Why are some of the menus and pages missing from the menu bar?
- What is the role of my user account?
- Why has my business account been suspended?
- Can I change my business name or brand name?
- How to update my business data?
- How to update my brand data?
- What is my referral code?
- How to use referral code?
- What is Multi Brand Dashboard?
- How do I delete or deactivate my user account?
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Finance & Operation
- How to check the status of my transaction?
- What does each status mean in the transaction report?
- What if my transaction fails to process?
- What does each activity mean in the transaction report?
- How to export transaction data?
- Can I export transaction report automatically?
- I still have not received my transaction report. What should I do?
- How to check and select bank account for settlement?
- Can I add multiple settlement bank accounts?
- How to change or remove settlement bank account?
- Can I split the settlement to multiple bank accounts?
- Can I set a different settlement bank account for a specific payment method?
- Why are my transaction funds settled to the wrong bank account?
- My transactions still have not been settled. What should I do?
- Can DOKU settle funds in other currencies besides IDR?
- How to retrieve my settlement report?
- I still have not received my settlement report. What should I do?
- Is there a settlement report template that I can download?
- What is the difference between Settlement Report and Transaction Report?
- How to check the fee for each payment method?
- Is VAT applied to the transaction fee?
- How to process refund of my non-credit-card transaction?
- Can I add or change my business name that is shown in the Virtual Account (Aggregator) payment method?
- Can I self-configure the payment notification URL for all payment methods?
- How to re-send the notification of my transaction?
- Integration
- Security
- Checkout Page
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General Information
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FAQ Products
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Payment Link
- What is Payment Link?
- Can I create multiple Payment Links at the same time?
- Can I create a Payment Link from a social media app?
- Can I send Payment Link notification to my customers via email?
- Can I customize the email content of my Payment Link?
- Can I receive multiple payments from the same Payment Link?
- What is Partial Payments in Payment Link?
- What is the difference between Single Payment Link and Multiple Payment Link?
- Can I accept payments of any amount using Payment Link?
- How can I collect customer information using Payment Link?
- Is it possible to create a custom Payment Link with my brand name?
- Is it possible to allow customers to make partial payments with Payment Link?
- Can I attach files to a Payment Link?
- Can I set an expiry date for my Payment Link?
- What is the Success Page URL feature for?
- Can I use Payment Link for fundraising or donations?
- How can I track payments received through Payment Link?
- What happens if my Payment Link expires?
- What is the definition of each status found in the Payment Link page?
- How to reactivate a Payment Link that I have deactivated?
- Can I send a notification to my customers after the Payment Link has been created?
- What is the limit of my Custom Payment Link?
- e-Katalog
- Embedded Wallet
- Bill Collection
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Payment Link
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FAQ DOKU Wallet
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Account Settings
- Pengaturan Akun
- Mengapa Akun Saya terkunci?
- Bagaimana cara registrasi Akun DOKU e-Wallet?
- Bagaimana cara membuka Akun Saya yang terkunci?
- Bagaimana jika link unlocked tidak dapat dibuka atau tidak bekerja?
- Bagaimana jika Saya tidak menerima email untuk pembukaan Akun yang terkunci?
- Bagaimana cara untuk membuat PIN?
- Bagaimana jika Saya Lupa PIN?
- Bagaimana cara mengubah Email yang sudah terdaftar?
- Bagaimana cara mengubah Nomor Handphone yang sudah terdaftar?
- Bagaimana jika Saya belum menerima Kode OTP?
- Bagaimana jika Akun Saya telah diambil alih oleh pihak yang tidak bertanggung jawab?
- Bagaimana jika saya lupa Nomor Handphone yang terdaftar pada saat Login ?
- Bagaimana cara Upgrade Akun menjadi Premium?
- Bagaimana jika saya belum menerima kode OTP?
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Account Verification
- Apa yang dimaksud dengan Akun Premium?
- Apa perbedaan Akun Normal dengan Akun Premium?
- Bagaimana cara Upgrade Akun menjadi Premium?
- Mengapa permintaan upgrade akun DOKU e-Wallet Saya belum diproses?
- Bagaimana jika Verifikasi Akun Premium Saya tidak disetujui?
- Apakah bisa menggunakan Identitas diri yang sama untuk lebih dari 1 akun?
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Top Up and Withdrawal
- Bagaimana cara melakukan Top up saldo
- Apakah ada biaya yang dikenakan untuk Top up saldo?
- Apakah top up saldo bisa menggunakan Kartu kredit?
- Berapa batas maksimal saldo yang bisa di top up?
- Bagaimana jika top up saya belum masuk?
- Bagaimana jika saya sudah melakukan diatas, namun saldo belum masuk?
- Apakah saya bisa transfer saldo ke sesama pengguna Akun DOKU e-Wallet?
- Bagaimana cara transfer saldo ke sesama pengguna Akun DOKU e-Wallet?
- Apakah ada biaya yang dikenakan untuk transfer saldo ke sesama pengguna Akun DOKU e-Wallet?
- Apakah saldo DOKU e-Wallet bisa ditarik?
- Bagaimana cara melakukan penarikan dana melalui Transfer Bank?
- Apakah ada biaya yang dikenakan untuk melakukan transfer saldo ke rekening Bank?
- Bagaimana jika pada rekening bank tujuan belum menerima saldo yang sudah saya transfer, namun saldo pada akun DOKU e-Wallet sudah terpotong?
- Bagaimana cara melakukan penarikan dana melalui Tarik Tunai di Gerai?
- Apakah ada biaya yang dikenakan untuk melakukan Tarik Tunai melalui Gerai?
- Bagaimana jika Tarik tunai di Gerai gagal, namun saldo sudah terpotong?
- Bagaimana jika Top up saya belum masuk?
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Online Transaction and Purchases
- Bagaimana cara melakukan pembayaran transaksi menggunakan DOKU e-Wallet di Merchant?
- Bagaimana jika pembayaran transaksi di Merchant gagal, namun saldo telah terpotong?
- Bagaimana cara melakukan pembelian pulsa?
- Bagaimana jika pembelian pulsa gagal, namun saldo telah terpotong?
- Bagaimana cara melakukan pembayaran tagihan Listrik?
- Bagaimana jika pembayaran tagihan listrik gagal, namun saldo telah terpotong?
- Bagaimana cara melakukan pembayaran tagihan telepon?
- Bagaimana jika pembayaran tagihan telepon gagal, namun saldo telah terpotong?
- Bagaimana cara melakukan pembayaran tagihan Air/ PDAM?
- Bagaimana jika pembayaran tagihan Air/ PDAM gagal, namun saldo telah terpotong?
- Bagaimana cara melakukan pembayaran tagihan TV Berlangganan?
- Bagaimana jika pembayaran tagihan TV Berlangganan gagal, namun saldo telah terpotong?
- Bagaimana cara melakukan pembayaran tagihan Asuransi BPJS Kesehatan?
- Bagaimana jika pembayaran tagihan Asuransi BPJS Kesehatan gagal, namun saldo telah terpotong?
- Jika saya melakukan transaksi AliExpress menggunakan DOKU e-Wallet apakah refund otomatis diproses ke akun DOKU e-Wallet saya?
- Mengapa refund AliExpress belum saya terima?
- Berapa lama proses refund transaksi AliExpress saya?
- Apakah tagihan BPJS Kesehatan saya bisa dilakukan Autodebet?
- Bagaimana jika pembelian pulsa gagal, namun saldo telah terpotong?
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Account Settings
- Glossary