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As one of Saudi Arabia’s fastest-growing digital commerce platforms, Dokan knew that payments played a critical role in powering customer experience and fueling its expansion. However, as the business scaled, so did the limitations of its existing payments setup. Slow checkout loading times, limited access to payment data, and operational barriers around compliance and fraud management began to hinder performance. It became clear that Dokan needed a partner capable not only of supporting its current needs, but also enabling the next phase of its growth.
The partnership with Checkout.com emerged at a pivotal moment. By aligning superior technology with a deeply collaborative approach, Checkout.com helped Dokan unlock the speed, control, and operational efficiency that led to happier customers and stronger revenue.
Challenge: Performance bottlenecks threatening expansion
Dokan’s challenges were both operational and customer-facing. Internally, teams lacked granular access to payment data, making it difficult to manage user permissions, configure rules, or analyse performance in real time. Flow integration enables seamless Apple Pay for Dokan, eliminating the need for certificate renewals or whitelisting.
On the customer side, slow checkout loading speeds were affecting conversion rates, while limited visibility into transaction histories slowed down day-to-day operations. As Dokan prepared to expand into new markets, the risk of rising disputes or chargebacks added further pressure on their payments infrastructure. They also saw an opportunity to improve acceptance rates and fine-tune their fraud prevention strategies through more dynamic rule management. Together, these challenges highlighted the urgent need for a reliable, transparent, and scalable payments solution.
To address these pain points, Dokan sought a payments partner that could offer more than basic processing. They needed a solution built around data accessibility, operational control, and flexibility. An easy-to-use interface, clear reporting tools, and the ability to configure fraud rules internally were essential. Equally important was a strong, personalised support partner who would understand their priorities. With expansion plans underway, Dokan required a platform that could deliver speed, reliability, and compliance at scale.
Solution: Swift and secure payment connections
Checkout.com’s approach resonated immediately. The team focused on understanding Dokan’s business model, operational challenges, and long-term roadmap. With this complex balance of needs in mind, Checkout.com provided Dokan with an effective set of options to improve the customer experience and strengthen revenue.
Wasting no time, Dokan integrated Remember me, which securely stores payment information to speed up checkout, within just 24 hours. Clear documentation and a single API connectivity allowed Dokan’s team to move quickly, while Checkout.com engineers worked closely with them to ensure every element aligned with their operational and fraud management needs. As part of the deployment, Checkout.com team members supported Dokan to launch additional alternative payment methods (APMs), enabling broader customer reach.
Results: Faster checkouts, stronger conversion, and more revenue
Once live, Dokan saw an immediate uplift. Acceptance rates jumped by 22.5%, reaching 94%, driven by smarter routing and more precise authorization logic. Checkout loading times saw a significant improvement, and Dokan reduced the average checkout time by an impressive 62%, translating into a visibly smoother customer journey and higher conversion rates. Beyond performance, the enhanced dashboard gave Dokan greater visibility over transactions and full control over rule management, allowing their operational teams to work more efficiently. Importantly, the platform supported market expansion without any increase in fraud or chargebacks, reinforcing Dokan’s confidence in scaling safely.
“Our partnership with Checkout.com has transformed our payment performance and customer journey. The improvements in speed, acceptance, and control have directly contributed to higher revenue and a smoother experience for our customers. The support we received, from integration to ongoing optimization, has been exceptional,” said Majd Alnajjar, CEO & Co-Founder of Dokan.
Looking ahead: Expansion and growth
As Dokan continues to broaden its regional presence, payments remain central to its growth strategy. The roadmap ahead includes deeper market penetration, activating new local payment methods, and further refining customer experience. Checkout.com will continue to play a strategic role by providing advanced analytics, enabling new APMs, and supporting ongoing PCI compliance and fraud innovation.
With a strengthened payments foundation and a partner committed to performance, Dokan is poised for a new chapter of secure and customer-centric growth.
