The Complaint Letter For Online Shopping is an essential document used when consumers encounter issues with online purchases in Indonesia's growing e-commerce market. It serves as a formal mechanism for dispute resolution, structured according to Indonesian consumer protection laws and e-commerce regulations. The letter should be used when informal communication channels have failed to resolve the issue, or when a formal record of the complaint is necessary. It typically includes details of the transaction, nature of the complaint, supporting evidence, and desired resolution. The document is particularly relevant given Indonesia's robust consumer protection framework, including Law No. 8 of 1999 on Consumer Protection and specific e-commerce regulations. This formal complaint can serve as a precursor to legal action or involvement of consumer protection agencies if the issue remains unresolved.
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1. Sender and Recipient Details: Complete contact information including name, address, email, and phone number of both the complainant and the online merchant/platform
2. Order Reference Information: Order number, date of purchase, product details, and transaction amount
3. Issue Description: Clear and concise explanation of the problem encountered with the online purchase
4. Timeline of Events: Chronological sequence of relevant events, including purchase date, delivery date, discovery of issue, and any prior communication
5. Legal Basis: Reference to relevant consumer protection laws and rights under Indonesian law
6. Specific Resolution Request: Clear statement of the desired outcome (refund, replacement, compensation, etc.)
7. Response Timeline Request: Specification of expected timeframe for response and resolution
8. Closing Statement: Professional closing with indication of potential further action if issue remains unresolved
1. Previous Communication Reference: Include when there have been prior attempts to resolve the issue, summarizing previous correspondence
2. Impact Statement: Include when the issue has caused significant personal or financial impact that strengthens the complaint
3. Third-Party Expert Opinion: Include when technical or professional assessment supports the complaint
4. Mediation Request: Include when willing to engage in formal mediation through consumer protection bodies
5. Social Media Impact: Include when the issue has been discussed on social media platforms, affecting the company's reputation
1. Purchase Documentation: Copies of order confirmation, payment receipt, and delivery confirmation
2. Product Evidence: Photographs or videos showing the issue with the product
3. Communication Records: Copies of previous emails, chat logs, or other correspondence with the seller
4. Expert Reports: Any technical reports or professional assessments of the product issue
5. Relevant Screenshots: Screenshots of product listing, reviews, or other relevant online information
Relevant legal definitions
Clauses
Relevant Industries
E-commerce
Retail
Consumer Goods
Digital Services
Fashion and Apparel
Electronics
Home and Living
Food and Beverage
Beauty and Personal Care
Digital Content and Software
Relevant Teams
Customer Service
Legal Affairs
Consumer Relations
Dispute Resolution
Quality Assurance
Compliance
Claims Processing
Customer Experience
Store Operations
Risk Management
Relevant Roles
Customer Service Representative
Customer Experience Manager
E-commerce Manager
Retail Operations Manager
Legal Compliance Officer
Consumer Rights Specialist
Dispute Resolution Officer
Quality Assurance Manager
Customer Support Supervisor
Claims Handler
Online Store Manager
Consumer Protection Officer
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