Enhancing Seller Transparency to Transform E-Commerce and Minimize Disputes
Meningkatkan Transparansi Penjual untuk Mengubah E-Commerce dan Meminimalkan Perselisihan
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(1) Hardian Sembellagusto Universitas Muhammadiyah Sidoarjo
Indonesia
(2) * Mochammad Tanzil Multazam
Universitas Muhammadiyah Sidoarjo
Indonesia
(*) Corresponding Author
Abstract
General Background: The rapid development of e-commerce, particularly in Indonesia, has transformed the landscape of buying and selling transactions, facilitating online interactions between businesses and consumers. Specific Background: This growth has been exacerbated by the COVID-19 pandemic, which has shifted consumer behavior towards online shopping due to social restrictions and the closure of physical stores. Despite the convenience of e-commerce, challenges such as fraud, product discrepancies, and delivery issues have emerged, leading to an increase in disputes. Knowledge Gap: Previous studies have focused on the advantages of e-commerce, but there is limited understanding of how sellers' awareness of transparency and service quality impacts dispute resolution post-pandemic. Aims: This study aims to investigate the factors contributing to the decline in e-commerce disputes after the pandemic and assess the effectiveness of existing legal frameworks in consumer protection. Results: Utilizing a normative juridical approach, this research analyzes primary legal materials, including Consumer Protection Law No. 8 of 1999 and Trade Law No. 7 of 2014, alongside secondary data from books, journals, and court decisions. The findings indicate that while disputes related to online transactions have increased, sellers' proactive measures in transparency and customer service have significantly reduced the incidence of disputes. Novelty: This research contributes to the existing literature by highlighting the relationship between seller practices and consumer trust in the e-commerce context post-pandemic. Implications: The study emphasizes the need for effective law enforcement and enhanced consumer awareness to bolster consumer protection in e-commerce, ultimately fostering a more secure and trustworthy online shopping environment.
Highlights:
- Shift to online shopping accelerated by pandemic social restrictions.
- Common disputes include fraud, product discrepancies, and delivery delays.
- Seller transparency and service improvement reduce dispute occurrences.
Keywords: E-commerce, consumer protection, disputes, COVID-19, transparency
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References
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Copyright (c) 2024 Hardian Sembellagusto, Mochammad Tanzil Multazam
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