EFEKTIVITAS PENYELESAIAN SENGKETA KONSUMEN ONLINE (ODR) DESIGN MODUL REDRESS YANG CEPAT, MURAH, DAN BERKEADILAN UNTUK E-COMMERCE DI INDONESIA
DOI:
https://doi.org/10.24252/iqtishaduna.v7i4.68189Abstract
Abstrak
Perkembangan e-commerce di Indonesia telah meningkatkan aktivitas transaksi digital yang berdampak pada meningkatnya potensi sengketa antara konsumen dan pelaku usaha. Mekanisme penyelesaian sengketa melalui jalur litigasi sering kali dianggap kurang efektif karena membutuhkan waktu yang lama, biaya yang tinggi, serta prosedur yang kompleks. Penelitian ini bertujuan untuk menganalisis efektivitas penerapan Online Dispute Resolution (ODR) dalam penyelesaian sengketa konsumen e-commerce di Indonesia, mengidentifikasi berbagai kendala yang dihadapi dalam implementasinya, serta merumuskan desain modul redress yang cepat, murah, dan berkeadilan. Penelitian menggunakan metode yuridis empiris dengan pendekatan kualitatif melalui wawancara dan studi kepustakaan. Hasil penelitian menunjukkan bahwa ODR cukup efektif dalam menyelesaikan sengketa konsumen terutama dari aspek kecepatan, biaya, dan aksesibilitas. Namun, efektivitas tersebut masih menghadapi berbagai hambatan seperti belum adanya regulasi khusus, rendahnya literasi digital masyarakat, keterbatasan infrastruktur teknologi, dan lemahnya kepastian hukum terhadap hasil penyelesaian sengketa. Oleh karena itu, diperlukan penguatan regulasi, peningkatan kualitas sistem digital, serta integrasi ODR dengan sistem hukum nasional guna mewujudkan penyelesaian sengketa yang cepat, murah, dan berkeadilan.
Kata Kunci: E-commerce, Konsumen, Online Dispute Resolution, Perlindungan Hukum, Sengketa.
Abstract
The rapid growth of e-commerce in Indonesia has increased digital transactions and consumer disputes. Conventional litigation mechanisms are often considered ineffective due to high costs, lengthy procedures, and limited accessibility. This study aims to analyze the effectiveness of Online Dispute Resolution (ODR) in resolving e-commerce consumer disputes in Indonesia, identify implementation challenges, and formulate an ideal redress module design. This research employs an empirical juridical method with a qualitative approach through interviews and literature studies. The findings indicate that ODR is relatively effective in terms of speed, affordability, and accessibility. However, several challenges remain, including inadequate regulations, low digital literacy, technological limitations, and weak legal certainty regarding dispute outcomes. Therefore, regulatory strengthening, technological development, and integration with the national legal system are necessary to optimize ODR implementation in Indonesia.
Keywords: Consumer Protection, Dispute Resolution, E-commerce, ODR.
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Copyright (c) 2026 Siska Amelia Utami, Zainal Said, Selfi Rahmadani, Zilan Zulmi Awaldi, Widy Aulia
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