YLKI Suggests Removal of COD Service, This is Tokopedia’s response to Shopee’s page

JAKARTA, KOMPAS.com – Chairman of the Daily Board of the Indonesian Consumers Foundation (YLKI) Tulus Abadi suggested that services cash on delivery (COD) deleted.

He said this was following a courier who was abused by consumers because the goods received did not match.

Responding to this, the Head of idEA’s Internal Content and Communication Division, Vriana Indriasari, said that his party is an association e-commerce don’t agree if COD removed.

Because, he said, COD services are very helpful to people when shopping onlineespecially people who unbankable.

“It should be understood, at this time COD is no longer a transaction model, but has become one of the payment methods. Very helpful for them new online shopperand those who haven’t bankable. So we don’t agree,” he said when contacted by Kompas.com, Friday (24/5/2022).

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He said, consumers who shop online especially those who use the COD method are often less thorough.

Therefore, he suggested that consumers submit complaints to the parties platform if receiving goods that do not match the one purchased.

“Make a complaint to platform If there is any merchant those who don’t respond, please contact platform,” she said.

This is also agreed by the company e-commerce, such as Tokopedia and Lazada.

Tokopedia

Tokopedia’s Head of External Communications, Ekhel Chandra Wijaya, said that the COD feature, which was launched in 2021, is an effort to make it easier for people to transact with cash payments, while maintaining business continuity for business activists, especially in the midst of a pandemic.

Ekhel explained, buyers who use the pay-on-site feature are required to first give their money to the courier partner when the order arrives at the destination according to the nominal on the invoice, before opening the package.

Also read: Disagree with the removal of the COD system, idEA: The term is to get rid of rats by burning the land…

“However, if after opening the package, the goods do not match the order, the buyer is still obliged to pay for all orders to the Courier Partner. Then they can submit a complaint for returning the goods or returns to the seller through the Tokopedia Resolution Center which is available 24/7,” explained Ekhel.

Ekhel also urges users to follow the applicable steps and procedures to maintain safe and comfortable shopping transactions for users, sellers and delivery couriers.

If there are parties who are proven to have violated the terms and conditions of the platform as well as the applicable law, Tokopedia will take firm action by checking, delaying or downgrading content, banned store or account, as well as other actions according to procedures.

“We urge the public to immediately report through Tokopedia Care, which is available 24/7,” said Ekhel.

Also read: Shopee Courier Beaten When Delivering Goods, YLKI Suggests The COD System Be Removed

lacing

A Lazada spokesperson said that one of the reasons the company issued this COD service was to provide an opportunity for Lazada customers who do not have banking access, so that they can still experience the online shopping experience.

“However, we always urge customers to understand the procedure for shopping with the COD method which can be seen on our website before choosing this method to ensure transactions that comply with regulations on Lazada,” he said.

Lazada also appeals to its customers who use the COD payment method to make payments before opening packages.

If after opening it turns out that the customer received a package that was not the order, the customer can immediately report it to the Customer Care service so that it can be traced and immediate action is taken.

“Regularly, the internal team at Lazada also continues to closely monitor the activities of sellers and buyers on the platform to ensure that all parties comply with the regulations and policies enforced at Lazada for the satisfaction, security and convenience of selling and shopping online at Lazada,” he said.

“In the event that a seller or customer is indicated to have violated the provisions of transacting on the Lazada platform, we will provide sanctions according to the level of violation, ranging from warnings to deactivating the store or account in question,” he continued.

Also read: Understanding COD or Cash On Delivery in Online Shopping

Shopee

Meanwhile, when contacted separately, Shopee was still reluctant to express his opinion to the public regarding YLKI’s suggestion regarding the elimination of COD services.

Previously, a video showing a Shopee courier being beaten while delivering an ordered item via the cash on delivery (COD) system went viral on social media.

In the 1 minute 20 second video circulating on social media, a young man in short pants can be seen hitting the victim using a helmet multiple times.

Responding to this, the Chairman of the Daily Board of the Indonesian Consumers Foundation (YLKI) Tulus Abadi said that the COD service actually made it very easy for consumers. However, because the level of public literacy on business processes and product-related information is still low, misunderstandings between consumers and couriers often occur.

While on the other hand, it often happens that the goods ordered are not in accordance with what is received by consumers. Therefore, YLKI recommends that COD service removed.

“The level of public literacy on business processes and product knowledge is still low plus on the other hand, it often happens that the goods ordered are not in accordance with what is received by consumers. Just abolish it (the COD system),” Tulus said to Kompas.com, Tuesday (21/6/2022).

Also read: 6 Tips for Serving COD for SMEs to be Safe and Uncomplicated

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