Electronic Theses and Dissertation

Seiring berkembangnya thrift shop online di Banda Aceh, masih ditemukan produk cacat yang tidak diinformasikan secara jelas oleh pelaku usaha sehingga merugikan konsumen. Secara normatif, pelaku usaha berkewajiban memberikan informasi yang benar, jelas, dan jujur sebagaimana diatur dalam Pasal 7 huruf b Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen dan bertanggung jawab memberikan ganti rugi berdasarkan Pasal 19 ayat (1). Ketidaksesuaian antara fakta dan ketentuan hukum yang berlaku menunjukkan bahwa pelaksanaan perlindungan konsumen belum berjalan secara optimal.

Penulisan skripsi ini bertujuan untuk mengetahui kendala yang dihadapi konsumen dalam mengajukan keluhan atas produk cacat, bentuk tanggung jawab hukum pelaku usaha thrift shop online, serta mekanisme penyelesaian sengketa yang dapat ditempuh oleh konsumen di Kota Banda Aceh.

Metode yang digunakan dalam penelitian ini adalah yuridis empiris. Data primer diperoleh dari penelitian lapangan melalui wawancara dengan responden dan informan. Selain itu, data sekunder diperoleh melalui kajian literatur dan peraturan perundang-undangan.

Hasil penelitian menunjukan bahwa konsumen menghadapi kendala dalam mengajukan keluhan terkait produk cacat berupa penerapan klausula “No Return, No Refund”, tanggapan negatif dari pelaku usaha hingga pemblokiran akun, dan prosedur pengaduan yang dianggap rumit. Tanggung jawab pelaku usaha terhadap kerugian konsumen yang menerima produk cacat belum sepenuhnya terlaksana, beberapa pelaku usaha masih enggan memberikan ganti rugi. Penyelesaian sengketa dapat ditempuh melalui jalur nonlitigasi seperti Badan Penyelesaian Sengketa Konsumen (BPSK) maupun melalui pengadilan, namun konsumen cenderung enggan menempuh jalur formal disebabkan oleh pertimbangan jumlah kerugian dengan biaya yang akan dikeluarkan, sehingga penyelesaian lebih banyak bergantung pada hasil negosiasi antara pelaku usaha dan konsumen atau itikad baik pelaku usaha dalam memberikan ganti rugi.

Disarankan kepada pelaku usaha agar lebih cermat memahami dan menjalankan kewajibannya, serta kepada konsumen untuk lebih teliti mengetahui hak-haknya sebagaimana yang telah diatur dalam Undang-Undang Perlindungan Konsumen. Kepada Dinas Perindustrian dan Perdagangan (Disperindag) Banda Aceh agar lebih aktif melakukan pengawasan, sosialisasi, dan pembinaan terhadap pelaku usaha.

With the rapid growth of online thrift shops in Banda Aceh, defective products are still found to be inadequately disclosed by business actors, thereby causing losses to consumers. Normatively, business actors are obliged to provide accurate, clear, and honest information as stipulated under Article 7 letter (b) of Law Number 8 of 1999 concerning Consumer Protection, and are responsible for providing compensation pursuant to Article 19 paragraph (1). The discrepancy between factual practices and the applicable legal provisions indicates that the implementation of consumer protection has not yet been carried out optimally. This undergraduate thesis aims to identify the obstacles faced by consumers in submitting complaints regarding defective products, to analyze the forms of legal liability of online thrift shop business actors, and to examine the dispute resolution mechanisms available to consumers in Banda Aceh. This research employs an empirical juridical method. Primary data were obtained through field research by conducting interviews with respondents and informants. In addition, secondary data were collected through literature review and analysis of statutory regulations. The findings reveal that consumers encounter several obstacles in submitting complaints regarding defective products, including the application of “No Return, No Refund” clauses, negative responses from business actors up to account blocking, and complaint procedures perceived as complicated. The liability of business actors for consumer losses arising from defective products has not been fully implemented, as some business actors remain reluctant to provide compensation. Dispute resolution may be pursued through non-litigation channels such as the Consumer Dispute Settlement Agency (Badan Penyelesaian Sengketa Konsumen – BPSK) or through the courts; however, consumers tend to avoid formal mechanisms due to considerations of the amount of loss relative to the costs incurred. Consequently, dispute resolution largely depends on negotiations between business actors and consumers or the good faith of business actors in providing compensation. It is recommended that business actors exercise greater diligence in understanding and fulfilling their legal obligations, and that consumers be more attentive in recognizing their rights as stipulated under the Consumer Protection Law. Furthermore, the Department of Industry and Trade (Dinas Perindustrian dan Perdagangan – Disperindag) of Banda Aceh is encouraged to take a more active role in supervision, public outreach, and guidance of business actors.