Refund DOKU Card Payments From WhatsApp

Yes. AeroChat works directly with DOKU. When a customer asks for a refund on a card payment, it checks your policy, requests a full or partial refund through DOKU’s refund API within the limit you set, and tells the customer DOKU’s answer in the same chat.

This recipe handles refund requests in the chat and keeps your limits in charge. Part of connecting DOKU to WhatsApp and AI chat.

What happens today

A customer asks for their money back for a damaged or canceled item. Someone reads the policy, finds the payment in the DOKU Back Office, processes the refund and writes back. Small refunds wait as long as large ones, and the customer keeps asking.

The flow that works

AeroChat asks for the order number and the reason.
It checks the request against your refund policy.
If the order was paid by card and the amount is within your limit, it requests the refund in DOKU.
It tells the customer whether DOKU approved it and how the money comes back.
Larger amounts, other payment methods and anything outside the policy go to your team with the details.

What it looks like on WhatsApp

Customer: One of the two mugs in order #ID-8015 arrived broken. Can I get a refund for it? (example)

AeroChat: Sorry about that. Could you send a photo of the broken mug?

Customer: (sends photo)

AeroChat: Thank you. I’ve refunded Rp 95.000 for the broken mug to the card you paid with, and DOKU has approved it (example). When it shows on your statement depends on your bank.

In DOKU: a partial refund of Rp 95.000 is requested for the card payment on invoice ID-8015 and returns as successful.

The recipe

Copy this into AeroChat

When a customer asks for a refund, follow these steps.

Ask for the order number and the reason. For damaged items, ask for a photo.

Check the request against our refund policy in the knowledge base.

Check the order in DOKU and see how it was paid.

If it was paid by card, the policy allows it and the refund is Rp 500.000 or less (example), request the refund in DOKU for the full amount or the amount for the affected items.

Tell the customer what DOKU answered. If it was approved, say the money goes back to the card they paid with and that the timing depends on their bank.

If DOKU declines it, or the payment was made by another method, or the amount is over the limit, or it is outside the policy, tell the customer our team will reply and hand the conversation over with the order number, the amount and the reason.

Never refund more than was paid. Reply in the customer’s language.

Set your own refund limit and the reasons you accept before you paste it.

What to connect

DOKU. Copy your Client ID and Secret Key from the DOKU Back Office and paste them in when AeroChat asks.
Your knowledge base. Upload your refund and returns policy so AeroChat checks each request against it.

DOKU’s refund API covers card payments and allows partial refunds, several times, up to the original amount. If you use DOKU’s Cards Direct service, check with your acquiring bank whether online refunds are supported. Refunds for virtual accounts, QRIS and e-wallets stay with your team.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect DOKU, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from DOKU’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

The largest refund AeroChat can request on its own.
Which reasons qualify, and what proof is needed.
Who handles refunds for other payment methods.

The result to expect

Small, clear refunds are done in the chat while the customer is still there. Your team handles only the larger or unusual ones, with the details already collected.

Measure it with your own numbers: refund requests closed in chat, and the time from request to refund, for a month before and after.

Prefer payments built in? Airwallex is built into AeroChat, so payment links work without an API setup. See how it works.

Next: send DOKU payment links on WhatsApp.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your website and email, with the same DOKU connection behind it. See what each channel does on the DOKU integration page.

Handle your first refund request in the chat

Paste the recipe, add your DOKU sandbox keys, pay a test order by card and ask your own chat for a refund.

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On Shopify? Install AeroChat from the Shopify App Store.