Enhancing E-commerce complaint management with digitalization for sustainable economic growth and SDGs 8 alignment: A case study from Indonesia

Abstract

E-commerce in Indonesia has grown exponentially over the past decade, fueled by the digital transformation accelerated during the COVID-19 pandemic. Although this growth is promising, many of the platforms have exposed the flaws in their complaint-handling mechanisms. Often these issues become common because the processes used to resolve them are inadequate. When their complaints are rejected because there is insufficient evidence, buyers may feel alienated and when sellers accept false claims without robust verification, they risk financial loss. Therefore, this study examines the core problems of e-commerce platforms, including cases where both buyers and sellers suffer because of inefficient dispute resolution mechanisms. The solution proposed is to leverage mandatory video documentation during the packing process and make use of proprietary logistics services. These measures can be used by platforms to fill critical gaps, build trust and create a more level playing field for all stakeholders. These solutions align with SDG 8 (Decent Work and Economic Growth) by enhancing operational efficiency and fairness in e-commerce, which in turn supports economic growth and fosters inclusive business practices.