The loss of shipped goods in PT JNE’s delivery services causes financial harm to consumers and raises legal issues regarding the liability of service providers. This study aims to analyze the legal protection available to consumers against lost shipments and to examine the legal remedies that may be pursued. The research employs an empirical juridical method with a socio-legal approach, using primary data obtained through interviews with service users and related parties, as well as secondary data from statutory regulations and legal literature. The findings indicate that existing legal protection has not been effectively implemented, as reflected in cases where compensation is not optimally fulfilled. Several respondents reported that the claims process is often complex and lacks transparency, resulting in legal uncertainty for consumers. This condition demonstrates a gap between normative provisions under consumer protection law and their practical enforcement, and suggests potential breach of contract (wanprestasi) by the service provider. Dispute resolution may be pursued through non-litigation mechanisms, such as the Consumer Dispute Settlement Agency (BPSK), or through litigation in court. Therefore, strengthening supervision and law enforcement is essential to ensure consumer protection and enhance the accountability of delivery service providers.

Buku

Irwansyah. Penelitian Hukum: Pilihan Metode dan Praktik Penulisan Artikel. Cet. ke-5. Yogyakarta: Mirra Buana Media, 2022.

Jamilah, L. Asas Kebebasan Berkontrak dalam Perjanjian Standar Baku. Cet. ke-1. Bandung: Bandung Islamic University, 2012.

Siagian, A. H. Pertanggungjawaban Pelaku Usaha terhadap Konsumen dalam Perjanjian Baku. Cet. ke-2. Medan: Jabal Rahmat, 2012.

Siahaan, N. H. T. Hukum Konsumen: Perlindungan Konsumen dan Tanggung Jawab Produk. Cet. ke-1. Jakarta: Pantai Rei, 2005.

Soeroso, R. Perjanjian di Bawah Tangan (Pedoman Pembuatan dan Aplikasi Hukum). Cet. ke-3. Bandung: Alumni, 2011.

Subekti. Hukum Perjanjian. Cet. ke-3. Jakarta: PT Intermasa, 2005.

Peraturan Perundangan

Kitab Undang-Undang Hukum Perdata (KUHPerdata). Lembaran Negara Republik Indonesia Tahun 1974 Nomor 1.

Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen. Lembaran Negara Republik Indonesia Tahun 1999 Nomor 22, Tambahan Lembaran Negara Republik Indonesia Nomor 3821.

Ketentuan PT. TIKI Jalur Nugraha Ekakurir (JNE).

Jurnal

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Gumanti, Retno. “Syarat Sahnya Perjanjian (Ditinjau dari KUH Perdata).” Jurnal Pelangi Ilmu 5, no. 1 (2012)

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Sandika, A., C. Zainuddin, dan A. Wardhana. “Legal Protection for Victims of Misuse of Personal Data When Making Online Loans.” Jurnal Ilmiah Advokasi 12, no. 2 (2024): 305–316. https://doi.org/10.36987/jiad.v12i2.5503

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Sigalingging, Makmur, Sriono Sriono, dan Nimrot Siahaan. “Legal Protection for Consumers Against the Purchase of Expired Products on the Market Based on Law No. 8 of 1999 Concerning Consumer Protection.” International Journal of Science and Environment (IJSE) 5, no. 4 (2025): 66–75. https://doi.org/10.51601/ijse.v5i3.107

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