Ministry of Trade seeks clarification on consumer complaints regarding Shopee

Jakarta (ANTARA) - The Ministry of Trade (Kemendag), through the Directorate General of Consumer Protection and Trade Compliance (Ditjen PKTN), has requested clarifications from PT Shopee International Indonesia regarding a number of consumer complaints received by the Consumer Empowerment Directorate. In Jakarta on Thursday, Immanuel Tarigan Sibero, Director of Consumer Empowerment, said the move is part of strengthening consumer protection for trade conducted through electronic systems (PMSE). The issues include incompatibility of goods with orders, obstacles in the transaction process, and problems with digital payment services. ‘This step is taken as part of supervisory functions to ensure business actors operate in accordance with statutory regulations and meet consumer rights in PMSE transactions,’ Immanuel said. He added that as a widely used PMSE platform, the marketplace plays a crucial role in maintaining consumer trust and creating a healthy and responsible PMSE ecosystem. The Ministry of Trade also urged the public to be more prudent, careful, and cautious when transacting through electronic systems, including ensuring product specification conformity, understanding terms and conditions of transactions, and keeping supporting transaction records in case of issues. In addition, consumers also have an obligation to read and understand product information, conduct transactions honestly, meet payment obligations as agreed, and follow the dispute resolution process properly and in accordance with provisions. Meanwhile, Shopee’s Government Relations spokesperson Jean Dona Tammara said all complaints have been followed up, including refunds to consumers, removal of ShopeePayLater charges, provision of compensation, and mediation with merchants regarding product returns. However, there are complaints that could not be processed further as verification indicated indications of fraud by consumers. For consumers experiencing transaction difficulties, complaints can be submitted via Shopee’s customer service, including telephone, the app’s Customer Service and Live Chat features, or its official social media channels. If complaints are not resolved, the public can report to the Directorate of Consumer Empowerment at the Ministry of Trade by attaching identity, chronology, and supporting evidence for further action.