There are many questions about the additional cost of IDR 1,000 when shopping, this is Tokopedia’s explanation

KOMPAS.com – Recently, users Tokopedia complain about additional cost when shopping on the platform. Additional cost Rp. 1,000 is seen when you are about to pay or check out product.

Complaints about this additional fee were submitted by Tokopedia users via Twitter, bymention official Twitter account @Tokopedia and customer service account @tokopediacare.

In general, netizens complained about additional fees to customers without prior notification.

Also read: Shopping at Tokopedia is now more expensive at IDR 1,000

Monitoring KompasTekno, There are three additional costs that many Tokopedia users mention in their complaints, namely: Service FeeApplication Service Fees, and Transaction Fee.

A number of users also still look confused and not familiar with the three additional fees that appear when check out at Tokopedia.

Like one of the users with handle @edwina_wyn who questioned the additional fee of IDR 1,000 “application service”.

New Application Service Fee applied August 3, 2022

Regarding this issue, Tokopedia’s Head of External Communications Ekhel Chandra Wijaya spoke up.

Of the three fees that users complained about, Ekhel explained that only the “Application Service Fee” was applied most recently.

“Tokopedia continues to improve the quality of user experience. One way is to apply an application service fee of Rp. 1,000 per August 3, 2022 for every physical product transaction through the Tokopedia site or application,” Ekhel said in a written statement to KompasTeknoFriday (5/8/2022).

So, Application Service Fee is a fee of IDR 1,000 that will be charged to Tokopedia users for every transaction on the Tokopedia Site/Application using any payment method, without a minimum purchase nominal.

Ekhel explained that the application service fee does not apply to transactions for financial products, digital products, TopAds, zakat, and donations, except for gold rounding transactions, donations, or credits included in the purchase of physical products.

For more details, here KompasTekno include the provisions for the imposition of Application Service Fees on Tokopedia, as compiled from laman Help Tokopedia:

• If the product/invoice purchased is more than 1 (one) in one transaction payment, the Application Service Fee will be charged only 1 (one) time.
• If the entire Goods purchase transaction is cancelled, the Application Service Fee will be fully refunded to the User in accordance with the return / refund process that applies to the payment method used.
• If the cancellation of the purchase of goods is done partially or there is a resolution of the problem outside the Resolution Center, the Application Service Fee cannot be refunded.
• The rounding of e-gold/donation/purchase of Rp 1 credit is considered as part of the Goods transaction, so if there is a cancellation of the Goods transaction but the rounding of e-gold/donation/purchase of Rp 1 credit is successful, the Application Service Fee cannot be refunded.

Well, two other fees that users complain about are Service Fees and Transaction Fees.

Ekhel explained that the Service Fee is not a new policy implemented by Tokopedia. This Service Fee is a fee of IDR 1,000 which is also charged to customers for every transaction made using the instant payment method.

Also read: How to Get Free Shipping on Tokopedia

There are 11 instant payment methods that incur an additional service fee of IDR 1,000, which are as follows:

1. ClickBCA
2. BCA Klikpay
3. BRImo
4. CIMB Clicks
5. Genius Pay
6. JakOne
7. LinkAja
8. Direct Debit
9. BRI OneClick
10. Mandiri Direct Debit
11. OCT Cash by CIMB Niaga.

As for Transaction Fee is term used for additional fees charged to Tokopedia customers when check out physical products on the Tokopedia site/application.

“The transaction fee includes application service fees (Rp 1,000) and service fees (admin) fee bank Rp 1,000/merchant discount rate if any),” said Ekhel.

Cost scenario