RRI.CO.ID, Jakarta - The Indonesia's Ministry of Trade, through the Directorate General of Consumer Protection and Trade Compliance, has requested clarification from PT Shopee International Indonesia, a company engaged in e-commerce. The move follows a number of consumer complaints related to transactions through electronic commerce systems, known as PMSE.

The complaints received by the Directorate of Consumer Empowerment include issues related to goods not matching orders, problems in the transaction process, and difficulties involving digital payment services.

To follow up on the matter, the Directorate requested a direct explanation from Shopee, represented by Government Relations officials Jean Dona Tammara and Aurelia Josephine Gunawan. Director of Consumer Empowerment Immanuel Tarigan Sibero said the clarification was part of the Trade Ministry’s supervisory function. The aim is to ensure that business operators carry out their activities in accordance with prevailing laws and regulations while continuing to uphold consumer rights.

“This step is being taken as part of our supervisory function to ensure that business operators conduct their activities in accordance with laws and regulations and fulfill consumer rights in PMSE transactions,” Immanuel said, as quoted from an official statement on Thursday, May 21, 2026.

According to him, Shopee, as one of the widely used online shopping platforms, plays an important role in maintaining consumer trust. Therefore, every complaint must be resolved properly, transparently, and responsibly.

From Shopee’s side, Jean Dona Tammara, explained that a number of consumer complaints had been followed up. The resolutions included refunds, the removal of ShopeePayLater bills, compensation, and mediation with merchants regarding the return of goods. However, Jean also said that some complaints could not be processed further because verification results indicated possible fraud committed by consumers.

Immanuel appreciated Shopee’s response in handling the complaints. He said the commitment of digital platforms to resolving consumer problems is important to maintaining public trust in online transactions.

“We appreciate Shopee’s response and commitment in following up on consumer complaints to resolve the problems that occurred. This is important to maintaining public trust in online transactions,” Immanuel said.

Separately, Director General of PKTN Moga Simatupang emphasized that every business operator is required to fulfill its obligations in accordance with regulations. These obligations include providing accurate, clear, and honest information about the goods or services being traded, as well as following up on consumer complaints responsibly.

“Consumer trust is the main foundation of PMSE. Therefore, every business operator must ensure that the services provided comply with applicable regulations,” Moga said.

The Trade Ministry also urged the public to be wiser and more careful when shopping online. Consumers are advised to check product specifications, understand transaction terms and conditions, and keep supporting transaction evidence in case problems occur.

In addition, consumers are reminded to read product information carefully, conduct transactions honestly, fulfill payment obligations according to agreed terms, and follow dispute resolution procedures properly and in accordance with applicable regulations.