Upaya Hukum yang Dapat Diambil Konsumen Terkait Keterlambatan dalam Proses Pengiriman Produk

Indra Indra; Agustianto Agustianto; Nadia Carolina Weley

doi:10.55681/sentri.v5i2.5815

Authors

Indra Indra Universitas Internasional Batam
Agustianto Agustianto Universitas Internasional Batam
Nadia Carolina Weley Universitas Internasional Batam

DOI:

https://doi.org/10.55681/sentri.v5i2.5815

Keywords:

Keterlambatan Pengiriman, E-Commerce, Perlindungan Konsumen, Wanprestasi

Abstract

Delays in delivery of goods in e-commerce transactions in Indonesia cause material and immaterial losses for consumers. This situation places customers at a disadvantage and requires a firm regulatory framework to enforce their rights. The objective of this study is to analyze the regulatory arrangements that control delivery delays, the obligations of businesses and delivery services, and the mechanisms for customers facing default. The method applied is a doctrinal juridical study through regulatory methodology and an empirical study in the form of a survey and literature review related to e-commerce practices, customer protection, and default. The study findings indicate that legal regulations regarding delivery delays are quite comprehensive, reflected in Law Number 8 of 1999 concerning Consumer Protection, Law Number 11 of 2008 concerning Electronic Information and Transactions, Government Regulation Number 71 of 2019, and delivery service regulations. However, practice in the field shows a gap between legal norms and reality, with more than 35% of consumers experiencing delays at least once a year due to internal business factors or logistical constraints. Consumers can pursue non-litigation legal remedies through complaints, grievances, or BPSK (the Consumer Protection and Security Agency), as well as litigation in the form of breach of contract lawsuits and demands for material and immaterial compensation. This study concludes that the success of legal customer protection depends heavily on regulatory implementation, coordination between businesses and delivery services, and consumers' understanding of their rights.

Downloads

Download data is not yet available.

References

Agustianto. (2022). An Exoneration Clause in Standard Agreements : Problems in Consumer Protection. Pandecta, 17(1).

Agustianto, Suripteo, T., & Tan, D. (2023). Exploring the Legal Dynamics : Analysis of the Relationship and Responsibilities of Parties in Online Purchases Using the COD Payment Method. Barelang Journal of Legal Studies, 1(2), 90–110. https://doi.org/10.37253/barjoules.v1i2.8659

Alfian, R. (2024). Examine Legal Protection E-Commerce in Indonesia Against Consumer Rejection in Cash on Delivery Transactions. Jurnal Analisis Hukum, 7(2), 170–181. https://doi.org/10.38043/jah.v7i2.5629

Atmoko, D., & Noviriska. (2025). Tinjauan Aspek Hukum Perlindungan Konsumen Pada Pengiriman Paket Barang Melalui Jasa Kurir di Indonesia. Journal Scientific of Mandalika (Jsm), 6(7), 1804–1811. http://ojs.cahayamandalika.com/index.php/jomla

Haq, H. S., Wardani, A. M., & Wardiansyah, K. (2025). Perlindungan dan Pertanggungjawaban Hukum terhadap Konsumen dalam Perjanjian Pengiriman Barang melalui Ekspedisi. JURNAL FUNDAMENTAL JUSTICE, 6(2), 177–194. https://doi.org/10.30812/fundamental.v6i2.5120

Husainy, H., Syafaat, M. R., & Faturrahman, M. (2023). Perlindungan Hukum terhadap Konsumen yang Mengalami Kerugian Akibat Pengiriman Barang Melalui Kargo di Kota Palu. Jurnal Kolaboratif Sains (JKS), 6(10), 1322–1329. https://doi.org/10.56338/jks.v6i10.4216

Hutajulu, D. A. R. K., Novel, S., Lestari, W. T., & Tarina, D. D. Y. (2025). Perlindungan Hukum Terhadap Konsumen Dalam Penggunaan Jasa Pengiriman Barang Berdasarkan Hukum Positif Di Indonesia. Jurnal Ilmiah Wahana Pendidikan, 11(6), 41–53. https://jurnal.peneliti.net/index.php/JIWP/article/view/10664

Inggit, G. (2023). Perlindungan Konsumen Terhadap Kerugian Estimasi Waktu Pengiriman Barang Dalam Transaksi Jual Beli E-Commerce. Nusantara: Jurnal Pendidikan, Seni, Sains Dan Sosial Humaniora, 1(2), 1–15. https://doi.org/10.11111/dassollen.xxxxxxx

Khoirunnida, V., & Kushidayati, L. (2024). Tinjauan Perlindungan Konsumen Terhadap Keterlambatan Pengiriman Barang Perspektif Hukum Ekonomi Syariah (Studi Kasus Di Jasa Ekspedisi J&T Express Bakalan Krapyak Cabang Kudus). JIMSYA: Jurnal Ilmu Syariah, 3(1), 1–15. https://jim.iainkudus.ac.id/index.php/JIMSYA/index

Kusmaputri, R. I., & Sakti, M. (2025). Civil Law Aspects Of Problematic Deliveries By Pt. Pos Indonesia Central Jakarta Branch: A Review Of Liability And Dispute Resolution Mechanisms. Awang Long Law Review, 7(2), 454–463.

Melando, A. S., Pradana, A. Y., Wicaksana, A. B., Surjanti, & Astuti, M. S. (2024). Legal Protection For Consumers Who Experience Delays In The Delivery Of Goods. International Proceedings Universitas Tulungagung 2024, 1(1), 9–17.

Nugroho, T., & Tyandi, A. D. (2023). Consumer Protection Over Delays in the Delivery of Goods through Sea Freight Delivery Services Reviewed from Law No. 8 of 1999 on Consumer Protection. De Jure; Jurnal Ilmiah Ilmu Hukum, 4(2), 1–10.

Nurdin, B., & Muntaha, S. (2023). Juridical Review Of Delays And Loss Of Goods Users Of Pt . Pos Indonesia Services. Jurnal Indonesia Sosial Sains, 4(12), 1271–1278.

Pemasela, Y. Y., Lumintang, D. W., & Gerungan, A. (2023). Kedudukan Hukum Kurir Jasa Pengiriman Barang Terhadap Konsumen Menurut Undang- Undang No. 8 Tahun 1999tentang Perlindungan Konsumen. Lex Privatum, 12(1).

Permana, A. A. N. B. G., & Priyanto, I. M. D. (2020). Perlindungan Hukum Bagi Konsumen Pengguna Jasa Ekspedisi (Studi Di Jne Kediri-Tabanan). Jurnal Kertha Desa, 8(4).

Prasetyo, E., Budiono, A., & Sybelle, J. A. (2024). Pertanggung Jawaban Hukum Pihak Ekspedisi Pengiriman Terhadap Barang Hilang atau Rusak. Jurnal Penegakan Hukum Dan Keadilan, 5(1), 29–43. https://doi.org/10.18196/jphk.v5i1.18825

Ramadhan, M. H. F., & Sudiro, A. A. (2025). Analisis Peraturan Perlindungan Konsumen dalam Jasa Ekspedisi terhadap Kasus Kerugian Barang. Binamulia Hukum, 14(8). https://doi.org/10.37893/jbh.v14i1.1027

Ruslina, E. (2024). Legal Protection For E-Commerce Consumers Who Receive Products That Do Not Comply With What Was Agreed. Educational Administration: Theory and Practice, 30(5), 911–917. https://doi.org/10.53555/kuey.v30i5.2989

Rustiana, R. A. C., & Yuliawan, I. (2023). Perlindungan Hukum Terhadap Konsumen Pengiriman Barang Pada Jasa Ekspedisi Darat Di Kabupaten Semarang. Rampai Jurnal Hukum, 2(2), 1–16.

Salmah, F. N. H., Senewe, E. V. T., & Soeikromo, D. (2023). Analisis Hukum Terhadap Ketepatan Waktu Pengiriman Paket Expres Oleh Kurir Kepada Konsumen. INNOVATIVE: Journal Of Social Science Research, 3(3), 168–181. https://j-innovative.org/index.php/Innovative%0AAnalisis

Setyawati, N. M. A., Ardhya, S. N., & Yuliartini, N. P. R. (2022). Perlindungan Hukum Terhadap Pengguna Jasa Pengiriman Barang Dalam Hal Terjadinya Wanprestasi (Studi Kasus Di Pt Jalur Nugraha Ekakurir (Jne) Cabang Kota Singaraja). E-Journal Komunikasi Yustisia, 5(2).

Surachim, M. O., Pesulima, T. L., & Geovani, M. V. (2024). Perlindungan Hukum Terhadap Konsumen Pengguna Jasa Ekspedisi Pengiriman Barang ( Studi Pada Pt . J & T Kota Ambon ). PATTIMURA Law Study Review, 2(1), 84–97.

Weley, N. C., Bukit, N., Harahap, R. A., & Disemadi, H. S. (2022). Fenomena Produk dengan Merek Palsu : Perlindungan Konsumen ? Jurnal Sapientia et Virtus, 7(1), 1–17.

Wibawa, I. D. G. A. P., Perbawa, K. S. L. P., & Permadhi, P. L. O. (2025). Legal framework for resolving consumer disputes in transportation services concerning lost goods within Indonesia ’ s jurisdiction. International Journal of Civil Law and Legal Research, 5(2), 151–155. https://www.doi.org/10.22271/civillaw.2025.v5.i2b.155

Widodo, S. E., & Midia, F. G. (2024). Wanprestasi Akibat Keterlambatan Pengantaran Oleh Kurir Gofood. Mu’amalah : Jurnal Hukum Ekonomi Syariah, 3(1), 141–155.

Wilhelmina, E., & Gunadi, A. (2024). Tanggung Jawab Perusahaan Pelayanan Pengiriman Barang Terhadap Kerugian Atas Manipulasi Tarif Pengiriman Barang Yang Merugikan Konsumen (Studi Kasus Putusan Mahkamah Agung Nomor 175 K/ Pdt.Sus- Bpsk/2021). Rewang Rencang : Jurnal Hukum Lex Generalis, 5(4), 1–16.