Consumer Protection Against The Risk Of Product Nonconformity In E-Commerce Transactions On The Shopee Marketplace

Abstract

The Rapid growth of e-commerce has increased the risk of product nonconformity in marketplace transactions. This study aims to analyze consumer protection mechanisms and Shopee’s legal responsibility regarding such risks. A normative-empirical legal approach was employed using questionnaire date from Shopee users and secondary data from statutory regulations and legal literature. The findings indicate that consumer protection is provided through refund and return mechanisms, Shopee Guarantee, product information transparency, and complaint services. However, their implementation remains suboptimal due to difficulties in proving non-conformity, lengthy refund procedures, and unclear platform liability. Stronger consumer protection mechanisms and stricter seller supervision are therefore required.