Online Shop Business Owners' Responsibilities to Consumers for Damaged Goods Received Through the Facebook Marketplace Application

Abstract

Technological advances have fueled the rise of online buying and selling, including through platforms like Facebook Marketplace. The ease of access and efficiency of the services provided have made this platform popular among the public, although this has also given rise to various types of legal issues, particularly regarding consumer protection. This study aims to analyze the responsibility of business actors for damaged products received by consumers and the legal protection mechanisms that can be applied in such transactions. This study applies an empirical approach, data collection techniques using observation and interviews. The findings indicate that responsibility for damaged goods rests with the seller as the business actor, as stipulated in the provisions on consumer protection as stipulated in Law Number 8 of 1999, which requires compensation to be provided in the form of a refund, product exchange, or other form of compensation within a certain time period. However, the implementation of legal efforts to protect consumers has not been optimal in its application due to limited monitoring mechanisms and dispute resolution processes on the Facebook Marketplace platform. In addition, consumers are often in a vulnerable position due to the lack of transaction security systems and seller identity verification. Therefore, efforts are needed to strengthen legal awareness, foster a commitment to good faith among business actors, and encourage vigilance among consumers.