DOI: https://doi.org/10.14710/jphi.v7i2.94-108

Legal Protection for Consumers Receiving Defective Products in Online Transactions

*Sageta Purnaningrum  -  Program Magister Hukum, Fakultas Hukum, Universitas Diponegoro, Indonesia
Kholis Roisah scopus  -  Fakultas Hukum, Universitas Diponegoro, Indonesia, Indonesia

Citation Format:
Abstract

Legal protection for consumers receiving defective products in online transactions is critically needed due to the surge in e‑commerce, which has led to increased consumer complaints particularly regarding product quality and authenticity. Consumers often face urgency when encountering unclear seller identities and inadequate product information, resulting in financial losses from receiving defective goods. This situation underscores the necessity of legal accountability for producers and sellers and highlights the need for a robust framework to address consumer disputes effectively.This study aims to deepen understanding of consumer rights and seller obligations in digital marketplaces. Employing a normative legal research method, it analyzes relevant consumer protection legislation. The findings indicate that consumers have access to dispute resolution through the Consumer Dispute Resolution Agency (Badan Penyelesaian Sengketa Konsumen – BPSK). To strengthen legal protection in online transactions, enhanced oversight of business actors and public awareness‑raising regarding consumer rights are essential. Clear regulations and effective dispute‑resolution mechanisms will better safeguard consumers against unfair commercial practices.

Fulltext View|Download
Keywords: Consumer Legal Protection; Online Transactions; Consumer Disputes

Article Metrics:

Article Info
Section: Research Articles
Language : EN
Recent articles
Legal Reconstruction of Environmental Protection and Human Rights in the Context of Climate Resilience Legal Protection for Consumers Receiving Defective Products in Online Transactions Legal Philosophy as a Judge's Worldview in Handing Down Criminal Verdicts Formulation Policy and Prospective Law Enforcement of Medical Personnel/Health Personnel Negligence Acts (Dynamics of Criminal Responsibility in Medical Malpractice) More recent articles
  1. Chang, Hsin Hsin., Lai, Meng-Kuan., & Hsu, Che-Hao. (2012). Recovery of Online Service: Perceived Justice and Transaction Frequency. Computers in Human Behavior, Vol.28,(No.6),pp.2199–2208. https://doi.org/10.1016/j.chb.2012.06.027
  2. Chernogor, N. N., Emelyanov, A. S., & Zaloilo, M. V. (2021). Transformation of the Ideological Basis of Legal Responsibility: Between Archaic and Postmodern. Voprosy Istorii, Vol.11,(No.2),pp.248–259. https://doi.org/10.31166/VoprosyIstorii202111Statyi37
  3. Chiu, Shun-Po., Chou, Huey-Wen., & Chiu, Chao-Min. (2013). The antecedents of buyers’ perceived justice in online markets. Cyberpsychology, Behavior, and Social Networking,Vol.16,(No.7),pp.536–542. https://doi.org/10.1089/cyber.2012.0539
  4. Choi, Yoonho., & Choi, E. Kwan. (2025). Quality Competition Between Traditional and Online Sellers. World Economy, Vol.48, Issue2,pp.402-413. DOI: 10.1111/twec.13660
  5. Engelmann, Andreas., Bauer, Ingrid., Dolata, Mateusz., Nadig, Michael., & Schwabe, Gerhard. (2022). Promoting Less Complex and More Honest Price Negotiations in the Online Used Car Market with Authenticated Data. Group Decision and Negotiation, Vol.31,(No.2),pp.419–451. https://doi.org/10.1007/s10726-021-09773-8
  6. Fibrianti, Nurul., Santoso, Budi., Setyowati, Ro'fah., & Rindyawati, Yuli. (2023). Legal Culture and Legal Consciousness of Consumers: The Influence on Regulation and Enforcement of Consumer Protection Laws. Journal of Indonesian Legal Studies, Vol.8,(No.2),pp.1267-1310. https://doi.org/10.15294/jils.v8i2.69336
  7. Forsé, Michael., & Parodi, Maxime. (2006). Justice Distributive: The Hierarchy of Principles According to Europeans. Revue de l’OFCE, Vol.98, (No.3), pp.213–244. https://doi.org/10.3917/reof.098.0213
  8. Kamaruddin, Nur Nadita Izlyn., Mohamed, Azlinah Hj., & Aris, Syaripah Rusyaini Syed. (2020). Online Advertising on Consumer Purchasing Behavior: Effective Elements and its Impact. NISS '20: Proceedings of the 3rd International Conference on Networking, Information Systems & Security,No.35,pp.1-7. https://doi.org/10.1145/3386723.338785
  9. Kozhakhmetov, Galym Z., Askarov, Ermek Kh., & Askarova, Gulnara M.. (2018). Legal responsibility in The Legislative System of Kazakhstan. Journal of Advanced Research in Law and Economics, Vol.9,(No.5),pp.1696–1707. https://doi.org/10.14505/jarle.v9.5(35).23
  10. Lestari, S. (2023). The Legal Certainty for Resolving Consumer and Business Actor Disputes from the Perspective of Social Engineering Justice from Roscoe Pound. Jurnal IUS Kajian Hukum dan Keadilan, Vol.11,(No.3),pp.557-568. https://doi.org/10.29303/ius.v11i3.1309
  11. Licardi, Sigit., Limpong, Marshanda Juwita Ezter., & Najib, Muhammad. (2023). Pertanggungjawaban Hukum Terhadap Produk Cacat Yang Merugikan Konsumen Ditinjau dari Undang-Undang No.8 Tahun 1999. Jurnal Kewarganegaraan, Vol.7, (No.2),pp.251-257. https://doi.org/10.31316/jk.v7i2.5662
  12. Lipinsky, Dmitry A., & Ivanova, Tatiana N. (2017). Social Foundation and Sociological Substantiation of Positive Legal Responsibility. Journal of Advanced Research in Law and Economics, Vol.8, (No.3),pp.878–886. https://doi.org/10.14505/jarle.v8.3(25).23
  13. Malyj, Aleksandr Fedorovich., & Gafurov, Azat Albertovich. (2019). The two-aspect Theory of Legal Responsibility According to The Russian Law. Academic Journal of Interdisciplinary Studies, Vol.8, (No.4), pp.91–96. https://doi.org/10.36941/ajis-2019-0041
  14. Mihai, G. (2023). Considerations Regarding Legal Liability for Marine Pollution. Ars Aequi, Vol.12,pp.35–41. https://doi.org/10.47577/10.1234/arsaequi.12.1.203
  15. Moh.Horah, Riris Fadaniyah., & Hariyanto, Erie. (2021). Upaya Penyelesaian Sengketa Ekonomi Syari’ah Jalur Non-Litigasi Melalui Mediasi. Istidlal; Jurnal Ekonomi dan Hukum Islam, Vol.5, (No.1), p.56. https://doi.org/10.35316/istidlal.v5i1.302
  16. Muthiah, A. (2018). Perlindungan Konsumen Terhadap Produk Cacat dalam Perspektif Fiqih Jual Beli. Syariah: Jurnal Hukum dan Pemikiran,Vol.18,(No.2),pp.123-135. https://doi.org/10.18592/sy.v18i2.2286
  17. Nasution, A. (2001). Revolusi Teknologi Dalam Transaksi Bisnis Melalui Internet. Jurnal Keadilan, Vol.1, (No.3), p.28
  18. Nugroho, Ali., & Ratnawati, Elfrida. (2023). Perlindungan Konsumen Terhadap Peredaran Produk Pangan Kadaluwarsa. UNES LAW REVIEW, Vol.5, (No.4), pp.1630-1640. https://doi.org/10.31933/unesrev.v5i4.482
  19. Njatrijani, R. (2017). Posisi Undang-Undang Perlindungan Konsumen Nomor 8 Tahun 1999. Diponegoro Private Law Review, Vol.1(No.1),p.24. https://ejournal2.undip.ac.id/index.php/dplr/article/view/1935
  20. Palanissamy, Ayyappan., & Kesavamoorthy, R. (2019). Digitalization of Transactions and Consumer Protection in Wrap Contracting. International Journal of Engineering and Advanced Technology, Vol.8, (No.6), pp.3993–3996. https://doi.org/10.35940/ ijeat.F9282.088619
  21. Purwariska, R. (2006). Perlindungan Nasabah Pengguna Jasa Transfer Dana Elektronik. Law Reform, Vol.1, (No.1), p.8. https://doi.org/10.14710/lr.v1i2.12189
  22. Purwoko, Agustinus Joko., Riyanto, R. Benny., & Turisno, Bambang Eko. (2018). Future of Indonesian Archipelago Consumer Protection Law in the Era of ASEAN Economic Community. IOP Conference Series: Earth and Environmental Science, Vol.175,(No.1).DOI: 10.1088/1755-1315/175/1/012156
  23. Roemer, John E. (1997). Theories of Distributive Justice. Contemporary Sociology, Vol.26, (No.5),p.656. https://doi.org/10.2307/2655683
  24. Sakti, M. (2020). Legal Protection Sellers in the Use of Joint Accounts as One of the Payments in E-Commerce. Journal of Morality and Legal Culture, Vol.1, (No.1), pp.1-6. https://doi.org/10.20961/jmail.v1i1.44737
  25. Shim, Seonyoung., & Lee, Byungtae. (2010). An Economic Model of Optimal Fraud Control And The Aftermarket for Security Services in Online Marketplaces. Electronic Commerce Research and Applications, Vol.9,(No.5),pp.435–445. https://doi.org/10.1016/j.elerap.2009.08.00
  26. Siregar, Andhini Pratiwi., Pandiangan, Bezaniel Fernando., & Sitepu, Atik Zahrani. (2023). Analisis Perlindungan Hukum Konsumen Terhadap Tanggung Jawab Produk Cacat di Lazada. Innovative: Journal of Social Science Research, Vol.3, (No.3), pp.9114-9127. https://j-innovative.org/ index.php/Innovative/article/view/3221
  27. Spacone, Andrew C. (2020). The Emergency of Strict Liability: A Historical Perspective And Other Consideration Including Senate 100. Journal of Products Liability, Vol.8,pp.273-274
  28. Sukadi, Febryan F. (2020). Aspek Hukum Tanggung Jawab Cacat Produk Desain Industri Dalam Kaitannya Dengan Perlindungan Konsumen. Lex Privatum, Vol.8,(No.2),p.73. https://ejournal.unsrat.ac.id/index.php/lexprivatum/article/view/29784
  29. Wahyudi, I Nyoman Kerthia., Budiarta, I Nyoman Putu., & Ujianti, I Made Puspasutari. (2022). Perlindungan Hukum Terhadap Konsumen Akibat Cacat Produk pada saaat Produksi ditinjau dari Undang-Undang No.8 Tahun 1999. Jurnal Interpretasi Hukum,Vol.3,(No.1),pp.89-94. https://ejournal.warmadewa.ac.id/index.php/juinhum/article/view/4644
  30. Yusuf, Muhammad., Sutrisno,Sutrisno., Putri, PA Andiena Nindya., Asir, Muhammad., & Cakranegara, Pandu Adi. (2022). Prospek Penggunaan E-Commers Terhadap Profitabilitas Dan Kemudahan Pelayanan Konsumen: Literature Review. Jurnal Darma Agung, Vol.30, (No.2), pp.786-801. http://dx.doi.org/10.46930/ojsuda.v30i3.2268
  31. Osypa, Anastasia., Pogodin, Sergey., & Matveevskaya, Anna. (2021). Problems and Prospects of Promoting Digital Trade in Russia. Proceedings of Topical Issues in International Political Geography, pp.102-111. https://doi.org/10.1007/978-3-030-78690-8_9
  32. Barakatullah, Abdul H. (2016). Framework Sistem Perlindungan Hukum Bagi Konsumen di Indonesia. Bandung: Nusa Media
  33. Bassiri, Niuscha., & Hay, Emily. (2021). Consumer Protection. In Nikos Lavranos (ed.), International Arbitration and EU Law (pp.110–131). Cheltenham: Edward Elgar Publishing Ltd
  34. Bies, Robert J. (2013). Are Procedural Justice and Interactional Justice Conceptually Distinct? In Jerald Greenberg, & Jason A. Colquitt (Eds.), Handbook of Organizational Justice (pp. 85–112). London: Taylor and Francis
  35. Gultom, E. (2001). In C. Law, Suatu Pengantar Perlindungan Konsumen Dalam Transaksi Perdagangan Melalui Electronic Commerce. Bandung: Elips
  36. Gupta, Shashi Kant., Rosak-Szyrocka, Joanna., Kumar V Suresh., Magulod, Gilbert C. (2024). E-customer safety in digital environment from the seller’s and the buyer’s perspectives. In Mohamed Abouhawwash, Joanna Rosak-Szyrocka, & Shashi Kant Gupta (Eds,). Aspects of Quality Management in Value Creating in the Industry 5.0 Way (pp.102-111). Boca Raton: CRC Press
  37. H.R., Ridwan. (2006). Hukum Administrasi Negara. Jakarta: Raja Grafindo Persada
  38. Soekanto, Soerjono., & Mamudji, Sri. (2001). Penelitian Hukum Normatif (Suatu Tinjauan Singkat). Jakarta: Rajawali Pers
  39. Nugroho, Susanti A. (2008). Proses Penyelesaian Sengketa Konsumen Ditinjau Dari Hukum Acara Serta Kendala Implementasinya. Jakarta: Kencana Prenada Media Group
  40. Panjaitan, H. (2021). Hukum Perlindungan Konsumen Reposisi dan Penguatan Kelembagaan Badan Penyelesaian Sengketa Konsumen Dalam Memberikan Perlindungan dan Menjami Keseimbangan Dengan Pelaku Usaha. Jakarta: Jala Permata Aksara
  41. Susanto, H. (2008). Hak-Hak Konsumen Jika Dirugikan. Jakarta: Visimedia
  42. Saputra, A. (2021). Beli Makanan via Online Ada Cicak, Bisakah Saya Gugat Merchant-nya?. Retrieved from https://news.detik. com/berita/d-5656669/beli-makanan-via-online-ada-cicak-bisakah-saya-gugat-merchant-nya
  43. Yozami, M. Agus. (2021). 95 Persen Konsumen Adukan Transaksi di Sektor E-Commerce. Retrieved from https://www.hukumonline. com/berita/a/95-persen-konsumen-adukan-transaksi-di-sektor-e-commerce-lt60fa77ea4f084/

Last update:

No citation recorded.

Last update:

No citation recorded.