I ordered a product on Tokopedia. The seller sent a completely different item — this fact was never disputed by any party. I filed a complaint, submitted unboxing video evidence, and returned the item via Indopaket (Indomaret drop-off).The seller then claimed the returned package contained “plain water” — with zero objective evidence: no packaging video, no independent inspection, no chain of custody documentation.Tokopedia’s own arbitration team asked both parties to submit packaging videos. The seller never provided theirs. I was unable to provide a return-packaging video. Tokopedia closed the case in the seller’s favor — despite the seller failing the same evidentiary standard applied to me.The result: the seller has the returned product and retained the payment. I have neither a refund nor a correct product.Over the following 26+ days, I submitted three formal legal questions to Tokopedia. None were answered — only repeated template responses stating “investigation is ongoing.”Formal complaints have been filed with BPKN, Kemendag (via SP4N-LAPOR!), and YLKI.Transaction ID: 581819181068617013
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