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The chargeback process is handled through direct coordination between DOKU, the card-issuing bank (issuer), and the acquiring bank (acquirer). DOKU acts as a facilitator to ensure that the transaction dispute process is structured and complies with the applicable policies of each payment method.
Here is a summary of the chargeback handling workflow:
- Dispute Verification: DOKU receives a chargeback report from the issuer bank and will request that you prepare supporting documents, such as proof of delivery or product handover receipts.
- Document Investigation: All documents you submit will be reviewed and validated by DOKU, then presented to the bank as an effort to mitigate loss risks for your business.
- Automatic Fund Deduction: While the chargeback process is ongoing, in accordance with applicable policies, DOKU may withhold or deduct funds from your current settlement or deposit equal to the disputed transaction value.
- Dispute Resolution: If the dispute is found to be invalid, the funds will be credited back to you. However, if the transaction is proven to be a valid chargeback, the funds will be returned to the customer.
Through this mechanism, every dispute is processed via transparent banking mediation channels. With strict escrow controls and reconciliation processes, payment providers like DOKU ensure that your rights as a business owner and those of your customers remain legally protected.
