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How to Request a Refund (For senangPay-DOKU Merchants)

Learn about the current refund process to customers in the new senangPay-DOKU platform, including supported refund methods and upcoming refund feature enhancements.

The refund feature is currently undergoing enhancement as part of the migration from senangPay to DOKU. While we work towards the full rollout of expanded refund capabilities in the new senangPay-DOKU platform, the following refund process will apply during the migration period until July 2026.

Current Refund Process

(Applicable to migrated senangPay-DOKU merchants until July 2026)

Currently, refunds are only available for Card Refund transactions (Debit Card / Credit Card). To submit a refund request, please email finance@senangpay.my with the required information listed below:

  • Merchant Name
  • Transaction Date
  • Invoice Number / Transaction Reference
  • Refund Amount
  • Card Number
  • Reason for Refund

Refund Processing Timeline

Once submitted, the refund amount will be credited back to the cardholder’s card within 7–14 working days, depending on the acquiring bank.

 

🚀 Coming Soon in July 2026 — New Expanded Refund Capability

 

The new platform provides enhanced refund functionality to improve operational flexibility and post-transaction management.

Previously: Refunds were limited to Credit & Debit Card transactions only.Now: Refunds are supported across ALL available payment methods.

This enhancement allows merchants to manage customer refunds more efficiently and consistently, regardless of the payment method used. Stay tuned for this new feature!