Perlindungan Hukum Bagi Pelaku Usaha Terhadap Penyalahgunaan Fitur Pengembalian Barang Pada Transaksi Tiktok Shop

Arzaqi, M. Alfin Fitrian (2026) Perlindungan Hukum Bagi Pelaku Usaha Terhadap Penyalahgunaan Fitur Pengembalian Barang Pada Transaksi Tiktok Shop. Undergraduate Thesis thesis, UIN K.H. Abdurrahman Wahid Pekalongan.

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Abstract

Jual beli melalui TikTok Shop merupakan transaksi yang digemari masyarakat Indonesia karena menawarkan kemudahan transaksi, promosi menarik, dan sistem pembayaran praktis. Namun, kemudahan tersebut juga menimbulkan permasalahan hukum berupa penyalahgunaan fitur pengembalian barang oleh konsumen yang tidak bertanggung jawab, seperti penukaran barang, pengiriman barang palsu, maupun pengembalian barang yang tidak sesuai kondisi awal, sehingga menimbulkan kerugian bagi pelaku usaha dan menunjukkan belum optimalnya perlindungan hukum yang ada. Penelitian ini bertujuan untuk menganalisis perlindungan hukum bagi pelaku usaha terhadap penyalahgunaan fitur pengembalian barang di TikTok Shop berdasarkan Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen dan Hukum Islam, serta menganalisis akibat hukum yang memberikan dampak bagi pelaku usaha. Penelitian ini merupakan penelitian hukum empiris dengan pendekatan kualitatif dan pendekatan normatif. Sumber data yang digunakan terdiri atas data primer dan data sekunder. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Selanjutnya, data dianalisis menggunakan model analisis interaktif yang dikemukakan Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa perlindungan hukum bagi pelaku usaha telah diberikan dalam bentuk perlindungan preventif dan represif. Perlindungan preventif diwujudkan melalui kebijakan pengembalian barang dan persyaratan bukti pendukung, sedangkan perlindungan represif diberikan melalui fitur banding dan layanan customer service sebagai sarana penyelesaian sengketa. Akan tetapi, pelaksanaannya belum optimal karena masih terdapat penyalahgunaan fitur pengembalian barang, seperti penukaran barang, pengiriman paket kosong, dan pemanfaatan sistem persetujuan otomatis yang merugikan pelaku usaha. Ditinjau dari perspektif hukum Islam, praktik pengembalian barang di TikTok Shop memiliki kesamaan dengan konsep iqalah, namun praktik tersebut tidak memenuhi salah satu syarat iqalah karena masih menimbulkan kerugian bagi pelaku usaha. Penyalahgunaan fitur tersebut juga menimbulkan akibat hukum berupa kerugian materiil dan nonmateriil, hilangnya hak atas barang dan pembayaran, serta berubahnya hubungan hukum menjadi sengketa, sementara penerapan sanksi terhadap konsumen belum berjalan secara tegas sehingga perlindungan hukum bagi pelaku usaha belum optimal. Kata Kunci: Perlindungan Hukum, Pelaku Usaha, TikTok Shop, Pengembalian Barang.  ABSTRACT M. Alfin Fitrian Arzaqi, Legal Protection for Business Actors Against the Misuse of Product Return Features in TikTok Shop Transactions. Thesis, Sharia Economic Law Study Program, Faculty of Sharia, K.H. Abdurrahman Wahid Pekalongan. Supervisor: Anindya Aryu Inayati, S.H.I, M.P.I. Buying and selling through TikTok Shop has become a popular transaction method among Indonesian consumers because it offers convenient transactions, attractive promotions, and a practical payment system. However, this convenience has also given rise to legal issues in the form of misuse of the product return feature by irresponsible consumers, such as exchanging products, sending counterfeit goods, or returning products that are not in their original condition. These actions result in losses for business operators and indicate that the existing legal protection has not yet been optimal. This study aims to analyze the legal protection afforded to business operators against the misuse of the product return feature on TikTok Shop based on Law Number 8 of 1999 concerning Consumer Protection and Islamic Law, as well as to analyze the legal consequences that have an impact on business operators. This research is an empirical legal study using a qualitative approach. The data sources consist of primary and secondary data. Data collection techniques were carried out through observation, interviews, and documentation. Furthermore, the data were analyzed using the interactive analysis model proposed by Miles and Huberman, which includes data reduction, data presentation, and conclusion drawing. The results of the study indicate that legal protection for business actors has been provided in the form of preventive and repressive protection. Preventive protection is implemented through product return policies and supporting evidence requirements, while repressive protection is provided through the appeal feature and customer service as dispute resolution mechanisms. However, its implementation has not been optimal because there are still abuses of the product return feature, such as product exchanges, empty package deliveries, and the misuse of the automatic approval system, which are detrimental to business actors. From the perspective of Islamic Law, the practice of product returns on TikTok Shop is similar to the concept of iqalah, however, the practice does not fulfill one of the requirements of iqalah because it continues to cause losses to business actors. The misuse of this feature also results in legal consequences in the form of material and immaterial losses, loss of rights to goods and payments, and the transformation of legal relations into disputes, while the implementation of sanctions against consumers has not been carried out firmly, resulting in suboptimal legal protection for business actors. Keywords: Legal Protection, Business Actors, TikTok Shop, Product Returns

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