Payments

Go Dokan uses approved electronic payment methods to help customers pay for their orders securely.

This guide explains how payments work, what to do if a payment fails, and how to stay safe when making a payment.

How Payments Work

When placing an order:

Select the Product you want to purchase.
Review the order details.
Confirm your delivery information.
Review the total amount.
Select an available payment method.
Complete the payment through the approved payment channel.
Wait for the payment confirmation.
Check your order status.

The payment options available to you may depend on your order and the payment services supported by Go Dokan.

Before Making a Payment

Before completing your payment, check:

Product name
Quantity
Product price
Delivery charge
Applicable taxes or charges
Total amount
Delivery address
Order details

Make sure the payment amount matches the amount shown by Go Dokan.

Important: Do not make additional payments unless the Platform clearly requires them.

Electronic Payments

Go Dokan uses electronic payment methods for orders.

Payment may be processed through Go Dokan or an approved payment service.

Depending on the available options, you may see different electronic payment methods at checkout.

Always use the payment method displayed through the official Go Dokan checkout process.

Payment Safety

Protect your payment and account information.

Never share:

OTP
PIN
Password
Card security information
Full payment credentials
Account recovery codes

Go Dokan or a payment provider may require verification during a transaction, but you should never disclose sensitive authentication information to another person.

Do Not Pay Outside Go Dokan

Do not send payment to:

Personal bank accounts
Unknown wallets
Unverified payment numbers
Unofficial links
Vendor accounts not provided through the Platform
Courier accounts for Product payment

If a Vendor or another person asks you to pay outside the official Go Dokan process, do not proceed.

Contact Go Dokan Support instead.

Courier Payment Safety

Delivery personnel are not automatically authorized to collect the Product price in cash.

Do not make a cash payment to a courier unless Go Dokan explicitly provides that payment option for your order.

If someone asks for an unexpected payment during delivery, verify the request with Go Dokan.

Payment Confirmation

After completing a payment:

Wait for the payment confirmation.
Check your order status.
Keep the payment receipt or transaction reference.
Keep your Order ID.

Your payment may take some time to be reflected in the order depending on the payment provider.

Payment Failed

A payment can fail because of:

Insufficient balance
Incorrect payment information
Expired payment session
Bank or wallet restrictions
Payment provider problems
Network connection problems
Security verification failure
Temporary service interruption

If your payment fails:

Check your payment method.
Check your available balance.
Check your internet connection.
Try again through the available payment option.
Do not make repeated payments if the previous payment may already have been processed.
Contact support if the problem continues.

Payment Successful but Order Is Not Confirmed

If money has been deducted but your order is not confirmed:

Do not immediately make another payment.

Keep your:

Payment receipt
Transaction ID
Order ID
Payment amount
Date and time
Payment method

Then contact Go Dokan Support.

The payment can be checked against the relevant transaction and order records.

Payment Pending

Sometimes a payment may remain pending while the payment provider processes the transaction.

If your payment is pending:

Wait for the payment status to update.
Check your order status.
Do not make another payment immediately.
Keep the transaction reference.
Contact support if the status remains pending.

Duplicate Payment

If you believe you paid for the same order more than once:

Do not make another payment.
Keep all transaction references.
Take a screenshot of the payment records if available.
Contact Go Dokan Support.
Provide the Order ID and payment details.

Go Dokan may review the payment records and coordinate with the relevant payment provider where necessary.

Payment Reversed or Failed After Deduction

In some cases, your bank or payment provider may show a deduction even though the transaction was not successfully completed.

If this happens:

Check the payment status.
Check your order status.
Keep the transaction reference.
Wait for the payment provider's status to update where appropriate.
Contact support if the amount is not resolved.

Do not make another payment until you understand the status of the original transaction.

Refunds

A refund may be applicable when:

An order is cancelled.
A return is approved.
A Product is unavailable.
A payment was duplicated.
A transaction requires correction.
Another applicable refund condition is met.

Refund processing depends on the reason for the refund, payment method, order status, and applicable policy.

Refund Process

When a refund is approved:

The applicable refund amount is determined.
The refund is processed through the applicable payment channel.
The payment provider processes the transaction.
The amount is credited according to the provider's processing time.

The time required for a refund to appear in your account may vary by payment provider.

Refund for a Cancelled Order

If an eligible order is cancelled after payment:

The cancellation is processed.
The applicable refund amount is determined.
The refund is initiated through the applicable payment channel.
You may receive a refund confirmation.

Keep your cancellation and payment records until the refund is completed.

Refund for a Returned Product

If a returned Product qualifies for a refund:

The return request is submitted.
The Product is returned according to the applicable process.
The return is reviewed where required.
The applicable refund is approved.
The refund is processed through the applicable payment channel.

Return and refund conditions may vary by Product category and Vendor.

Vendor-Funded Credit

Some eligible customers may have access to Vendor-funded credit where the feature is available and approved.

Under Vendor-funded credit:

The Vendor is the creditor.
Go Dokan provides technology and administrative support.
Credit is subject to approval.
Each credit purchase may have separate Credit Terms.
Repayment must use an approved electronic repayment channel.
The Vendor is responsible for the financed Product amount.
Go Dokan is not the lender, pre-funder, or guarantor.

Before using credit, review the applicable Credit Terms carefully.

Credit Payment Information

If credit is offered for an order, the applicable terms should clearly explain information such as:

Vendor
Product price
Deposit, if applicable
Financed amount
Instalment amount
Due dates
Total payable amount
Repayment method
Cancellation conditions
Return and refund conditions
Consequences of non-payment
Grievance contact

Do not accept credit terms without reviewing them.

Credit Repayment Safety

For Vendor-funded credit:

Use only the approved repayment channel.
Do not make cash payments unless expressly permitted under the applicable process.
Do not send money to an undisclosed account.
Keep electronic repayment evidence.
Do not share your OTP or PIN.

If a Vendor asks you to make an unofficial repayment, contact Go Dokan Support.

Payment Receipts and Records

Keep your payment records until the order has been completely completed.

Useful records include:

Order ID
Transaction ID
Payment receipt
Payment amount
Payment date
Payment method
Refund reference
Credit repayment confirmation, where applicable

These records can help resolve payment disputes.

Payment Disputes

If you believe there is an error with a payment:

Collect your payment evidence.
Note the Order ID.
Contact Go Dokan Support.
Explain the issue clearly.
Provide the transaction reference.
Cooperate with any required verification.

Go Dokan may investigate the issue using relevant order, payment, and delivery records.

Common Payment Problems

My payment failed

Check your payment method and available balance, then try again if appropriate.

If the problem continues, contact support.

Money was deducted but my order is not confirmed

Do not make another payment immediately.

Keep your transaction reference and contact Go Dokan Support.

My payment is pending

Wait for the payment status to update and avoid making another payment until the original transaction is confirmed.

I paid twice

Keep both transaction references and contact support for investigation.

I have not received my refund

Check the refund status and payment provider processing time. If the refund remains unresolved, contact support with your Order ID and refund information.