Iskha, Aulia Lutfia (2025) Perlindungan Konsumen Pengguna Aplikasi Shopee Yang Menerima Produk Berbeda Dengan Yang Di Deskripsikan Pada Toko Kanvasku_pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Technological developments have changed the way buying and selling transactions are carried out, especially with the emergence of e-commerce platforms such as Shopee. However, in practice, many consumers face problems when the product received is different from the description given by the seller. This study aims to analyze the form of legal protection for consumers who experience product discrepancies in transactions on Shopee, especially at the Kanvasku_Pekanbaru store, and to identify obstacles in obtaining effective legal protection. The formulation of the problem raised in this study, namely: 1) How is the legal protection available for consumers who receive products that differ from the description on the Shopee application at the Kanvasku_Pekanbaru store. 2) What are the obstacles in obtaining legal protection for consumers related to products that do not match the description, and to what extent is the effectiveness of the resolution mechanism. This study uses an empirical method with a descriptive-analytical approach. Data were collected through literature studies and interviews with consumers who experienced similar cases. The results of the study indicate that legal protection for consumers has been regulated in Law Number 8 of 1999 concerning Consumer Protection and Law Number 11 of 2008 concerning Information and Electronic Transactions. However, the effectiveness of its implementation still faces various obstacles, such as the lack of consumer understanding of their rights, weak dispute resolution mechanisms by e-commerce platforms, and minimal supervision from the authorities. The conclusion of this study is that although regulations have regulated consumer protection in electronic transactions, their implementation still needs to be strengthened. It is necessary to increase legal awareness for consumers and improve the dispute resolution system by e-commerce platforms so that consumer rights are more guaranteed.

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