PERLINDUNGAN HUKUM BAGI KONSUMEN ATAS KERUGIAN AKIBAT BARANG TIDAK SESUAI DALAM TRANSAKSI E-COMMERCE DI PLATFORM SHOPEE MELALUI PEMBAYARAN TRANSFER BANK

Abstract

The development of e-commerce has facilitated transactions but also poses legal risks to consumers. On the Shopee platform, payment methods via bank transfer often result in losses because the goods received do not match the promised description, specifications, or quality. This study addresses: (1) What factors cause consumer losses in e-commerce transactions on Shopee? (2) What obstacles affect Shopees procedures and policies in handling nonconforming goods? (3) What efforts are made by Shopee to provide legal protection to consumers in transactions conducted through bank transfers? The research method employed is a socio-juridical approach with qualitative analysis. Data were collected through interviews with the public and Shopee Padang Branch representatives, as well as related document studies. The findings reveal: (1) Factors causing losses include weak consumer understanding, limited evidence, and lack of consumer education. (2) Obstacles to legal protection include insufficient evidence, limited supervision, and slow mediation processes. (3) Protective measures are implemented through Shopee Guarantee, refund mechanisms, store reviews, and seller verification such as the Star Seller program. This study concludes that there is a need to strengthen consumer protection regulations, provide continuous education, and enforce stricter supervision of business actors on digital platforms to ensure justice and legal certainty for consumers in e-commerce transactions