Electronic Theses and Dissertation

Pasal 15 Undang-Undang Nomor 11 Tahun 2008 tentang Informasi dan Transaksi Elektronik sebagaimana telah diubah dengan Undang-Undang Nomor 1 Tahun 2024 mewajibkan Penyelenggara Sistem Elektronik mengelola sistem elektronik agar aman, dan bertanggung jawab. Namun, dalam praktik transaksi elektronik di Shopee, peredaran produk skincare yang diduga palsu atau tidak sesuai klaim masih menimbulkan persoalan mengenai batas tanggung jawab platform berdasarkan prinsip safe harbour terhadap kerugian konsumen.

Penelitian ini bertujuan untuk mengetahui dan menjelaskan bentuk penerapan prinsip due diligence oleh Shopee dalam mengawasi penjualan produk palsu oleh pedagang pihak ketiga, menganalisis tanggung jawab hukum Shopee atas kerugian konsumen akibat penjualan skincare oleh seller pihak ketiga, serta menganalisis penerapan prinsip safe harbour pada Shopee dan batas pertanggungjawaban hukum terhadap kerugian konsumen akibat peredaran produk palsu oleh pedagang pihak ketiga.

Metode penelitian yang digunakan adalah yuridis empiris dengan pendekatan kualitatif. Data diperoleh melalui studi kepustakaan terhadap ketentuan perlindungan konsumen, penyelenggaraan sistem elektronik, dan pengawasan kosmetik, serta penelitian lapangan melalui wawancara dan kuesioner kepada konsumen dan pihak terkait untuk menggambarkan praktik penanganan pengaduan di Shopee.

Hasil penelitian menunjukkan bahwa hubungan hukum para pihak timbul sejak transaksi berlangsung, di mana konsumen terikat dengan penjual, sedangkan Shopee berperan sebagai penyedia platform. Penerapan prinsip safe harbour pada Shopee tampak dari kebijakan penanganan setelah adanya laporan (bersifat reaktif), termasuk tindakan takedown serta fitur pengembalian barang dan dana (refund). Namun, mekanisme refund belum sepenuhnya melindungi konsumen. Kondisi ini berimplikasi pada belum optimalnya perlindungan konsumen, karena platform lebih menekankan pembatasan tanggung jawab daripada pencegahan kerugian secara efektif.

Berdasarkan temuan tersebut disarankan agar Shopee memperkuat due diligence secara preventif pada kategori produk berisiko tinggi, memperjelas standar verifikasi penjual/produk, serta menyederhanakan mekanisme refund dan pengaduan. Pemerintah perlu memperkuat pengawasan serta penegakan hukum terhadap peredaran skincare di platform digital.

Article 15 of Law Number 11 of 2008 concerning Electronic Information and Transactions, as amended by Law Number 1 of 2024, obliges Electronic System Operators to manage electronic systems in a secure and accountable manner. However, in practice, electronic transactions on Shopee still present issues, particularly regarding the circulation of skincare products allegedly counterfeit or not in conformity with their claims, thereby raising questions as to the extent of the platform’s liability under the safe harbour principle for consumer losses. This study aims to identify and explain the forms of implementation of the due diligence principle by Shopee in supervising the sale of counterfeit products by third-party sellers; to analyze Shopee’s legal liability for consumer losses arising from the sale of skincare products by third-party sellers; and to examine the application of the safe harbour principle on Shopee, including the limits of legal liability for consumer losses resulting from the circulation of counterfeit products by such sellers. The research employs an empirical juridical method with a qualitative approach. Data were obtained through a literature review of legal provisions concerning consumer protection, electronic system administration, and cosmetic supervision, as well as field research conducted through interviews and questionnaires with consumers and relevant stakeholders to illustrate the practice of complaint handling on Shopee. The findings indicate that legal relationships among the parties arise at the time the transaction is concluded, whereby consumers are bound to the sellers, while Shopee acts as a platform provider. The implementation of the safe harbour principle by Shopee is reflected in its post-report handling policies (reactive in nature), including takedown measures and the provision of return and refund mechanisms. However, the refund mechanism has not fully ensured consumer protection. This condition implies that consumer protection remains suboptimal, as the platform tends to emphasize limitation of liability rather than the effective prevention of consumer losses. Based on these findings, it is recommended that Shopee strengthen its preventive due diligence measures, particularly for high-risk product categories, clarify verification standards for sellers and products, and simplify refund and complaint mechanisms. The government is also encouraged to enhance supervision and law enforcement concerning the distribution of skincare products on digital platforms.