Malik, Annisa Dwi (2025) Perlindungan Konsumen Terhadap Jual Beli Online Yang Mengalami Kerugian Pada Produk Fashion Di Shopee (e-commerce). Other thesis, Universitas Islam Riau.

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Abstract

The development of information technology has transformed the trading system, particularly through e-commerce. Platforms like Shopee facilitate online buying and selling transactions without physical meetings. However, this convenience also presents legal risks for consumers, such as product mismatches, fraud, or delivery delays. Fashion products are among the most vulnerable due to their reliance on visualization and quality expectations. Therefore, legal protection for consumers in digital transactions is a crucial area of study. This research formulates two main problems: how the legal protection for consumers suffering losses in fashion and cosmetic product transactions on Shopee is applied, and what obstacles hinder consumers in obtaining compensation for such losses. The study aims to provide a comprehensive understanding of the applicable legal mechanisms and analyze the barriers to effective consumer protection in online transactions. The research uses an empirical juridical approach, with data collected through observation, interviews with 20 active Shopee consumers in Pekanbaru, and literature studies on relevant regulations, such as Law No. 8 of 1999 on Consumer Protection and Law No. 11 of 2008 on Electronic Information and Transactions. The findings reveal that although consumer protection is normatively regulated, its practical implementation remains suboptimal. Consumers still face difficulties in submitting complaints, obtaining clear product information, and holding business actors accountable. Technical obstacles in the return process, lack of legal awareness among consumers, and weak regulatory supervision are identified as major challenges. Thus, enhanced oversight and legal education are needed to create a fair, safe, and trustworthy e-commerce environment.

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