Harfayadi, Hanifa (2023) Perlindungan Konsumen Terhadap Paket Yang Gagal Dikirim Oleh Jasa Ekspedisi Shopee Express Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

The growing enthusiasm for online shopping has become a trigger for business people to organize service companies that are engaged in the delivery of goods. One of them is PT. Shopee Express, created by Shopee Company, which operates in the form of a marketplace to make it easier for consumers to meet needs with different types of products. Essentially Expeditionary Companies engaged in freight services are required to always provide satisfaction and comfort to their users. However, there were many complaints by consumers regarding the failure to deliver goods to destination addresses by the Shopee Express expedition service. Thus making consumers the most vulnerable to harm. The Problem Formulation in this study is directed to examine how consumers' protection from failure in parcel delivery to destination address by shope express expedition service in branch warehouse SM.Amin of Pekanbaru and also to find out how the responsibility given by the Pekanbaru City Shopee Express Company is to the failure to deliver goods to the consumer's destination address. The type of research used in this study is Empirical/Sociological Legal Research, a study conducted through direct observation at the research site aimed at producing a systematic picture of an event. The result in this study is a form of Consumer Protection against Failure in Freight Delivery by Expedition Company Shopee Express in Branch warehouse. SM.Amin of Pekanbaru city has implemented appropriate legal protection in Law Number 8 of 1999 concerning consumer protection, namely providing complaints services at call centers regarding orders that cannot be received by consumers and also providing compensation in the form of full refund on goods that fail to be shipped. Regarding the responsibility given by the shope express company at the branch warehouse SM.Amin of Pekanbaru against failing to deliver goods by providing a compensation in the form of a refund if the package fails to be received by the consumer and also in the form of a warranty if the goods received are damaged due to delivery services. However, it is still found that the refund application process has not been fully done properly. Because there are still found consumers who do not get compensation as mentioned by the delivery service.

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