Review Time
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
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
I bought a padel racket and it was supposed to arrive within 5-6 days. But after 5 days the seller messaged me saying they are not able to fulfill my order and canceled my order. I had already paid the full amount to Tokopedia. Now that same amount was sitting in my Tokopedia account and after I withdrew it back to my account Tokopedia charged me a withdrawal fee. I just wanted my moneny back but now my order was canceled and I lost money.
Scammed from studio laptop shop and still waiting refund. Was told the shop had stock of an item and to purchase. Then was after i purchased was told no stock. Took a very long time to work out what to do and still no refund.This is now the 3rd issue I've had using this platform.Don't bother!!!
Beware shopping on tokopedia platform. Especially beware when the chosen courier is J&T (auto choice when you’re on Plus free delivery package). If you must shop, shop low value items for when you have problem with either the items you purchased, the seller or the courier stealing your items you will NOT get your money back. Tokopedia will NOT resolve your problem, you will get robot messages until you get tired and give up (that’s the strategy). When your problem involves J&T courier rest assured you will lose money. Tokopedia and J&T have common shareholders so it’s left and right pocket for them. I have since migrated to Shopee for all my purchases. Not that much better platform but am happy knowing no more business for Tokopedia.
I used Tokopedia a few times, but I wasn’t very satisfied. Some sellers take too long to ship and customer service replies slowly. One of my orders arrived damaged and it took weeks to get a response about a refund. The app itself is okay, but the overall experience felt frustrating. Needs better seller control and faster support
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