Challenges Faced by Marketplace Consumers in Indonesia

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Adi Ahdiat 22/09/2025 18:10 WIB

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Many Indonesian marketplace consumers have experienced difficulties while shopping, ranging from product quality issues to shipping and customer service problems.

Challenges Faced by Indonesian Marketplace Consumers (July-August 2025)

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Challenges Faced by Indonesian Marketplace Consumers (July-August 2025)

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Many Indonesian marketplace consumers have experienced difficulties while shopping.

These difficulties vary, ranging from product quality issues, shipping problems, to customer service issues.

This is evident from a Kumparan survey report titled "Towards a Quality E-Commerce Industry: Improving Services in the Vulnerable Post-Purchase Phase" (September 2025).

Of the 800 Indonesian marketplace consumers surveyed in July-August 2025, 91% had experienced difficulties while shopping.

The most common problem was related to product quality, namely receiving goods that did not meet expectations.

The next biggest problem was related to shipping, namely goods arriving later than promised.

Here's a breakdown of the difficulties experienced by Indonesian marketplace consumers, according to the Kumparan survey:

* Product quality not as expected: 48%

* Product arrived late/longer than promised: 41%

* Damaged/defective goods: 32%

* Expensive shipping costs: 28%

* Difficult return/refund process: 25%

* Counterfeit goods: 24%

* Product damage not covered by insurance: 24%

* Uncertainty about the seller: 23%

* Desired payment method unavailable: 23%

* Fake discounts (prices increased before discount): 22%

* Unable to find desired product: 21%

* Unresponsive customer service (CS): 21%

* Uncertainty about product warranty: 16%

* Changed mind after purchase: 14%

* Difficult-to-use application: 8%

Editor : Adi Ahdiat

"Disclosure: This is an AI-generated translation of the original article. We strive for accuracy, but please note that automated translations may contain errors or slight inconsistencies."

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Challenges Faced by Marketplace Consumers in Indonesia

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