Seller Complaint Service
This page lists the contacts and procedure for complaints from Sellers — suppliers, sellers and business partners selling on Ardindo. Use this service for technical issues, disbursement problems, shipping issues, disputes with buyers, or store account problems. For complaints as a buyer, use the Consumer Complaint Service.
a. Company Information — Ardindo Seller Complaint Service
Contact the Ardindo Partner Help Center directly. This channel is dedicated to complaints from Sellers/Merchant Partners:
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CompanyPT ArdindoWebsite: ardindo.com
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Service / UnitPusat Bantuan Mitra Ardindo(Seller Support)
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Seller Complaint WhatsApp
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Seller Complaint Email
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Online Ticket (24 hours)Sign in to your seller account, open Partner Help Center, then choose Create Ticket. A ticket number is issued automatically so you can track the handling.
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Service HoursSenin–Jumat, 08.00–17.00 WIB. Tiket daring diterima 24 jam.
b. Directorate General of Consumer Protection and Trade Compliance, Ministry of Trade of the Republic of Indonesia
If Ardindo's handling has not resolved your issue, the complaint can be forwarded to Ditjen PKTN, Ministry of Trade of the Republic of Indonesia:
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WhatsApp
Seller Complaint Channels
Partner Help Center (seller dashboard)
Read self-service guides, then open a ticket if the issue is not solved. Pick a category, attach evidence and track the ticket anytime. Available even while your store is under review or frozen.
WhatsApp Business
For short questions and direct conversation with our CS team during service hours. Complaints that need follow-up are logged as tickets by our team.
For complaints that require complete evidence (documents, screenshots, bank statements). Mention your store name and order number if any.
Complaint Types and Handling Targets (SLA)
Each ticket gets a priority and two time targets according to its category, counted from when the ticket is received.
| Category | Example Issues | Priority | First Response | Resolution Target | Escalation Team |
|---|---|---|---|---|---|
| Finance / Payment | Sales proceeds not yet disbursed, deduction differences, withdrawal issues. | High | < 1 hours | 1×24 hours | Tim Finance / Payment Gateway |
| Logistics / Shipping | Courier did not pick up, parcel stuck, shipping insurance claim. | High | < 2 hours | 2×24 hours | Tim Logistik / Ekspedisi |
| Buyer Dispute | Buyer complaints, return mediation, item mismatch. | Medium | < 4 hours | 3×24 hours | Tim Resolusi (Penengah) |
| System / Technical | Product upload failures, missing photos, error pages, broken features. | Medium | < 4 hours | 3×24 hours | Tim IT / Developer |
| Account & Store | Identity verification (KYC), frozen store, staff access, store data changes. | Medium | < 4 hours | 2×24 hours | Tim Verifikasi Mitra |
| Violations & Security | Suspected fraud, account misuse, intellectual property infringement. | Critical | < 2 hours | 3×24 hours | Tim Legal & Manajemen Risiko |
| General Information | How to join promotions, renaming the store, other general questions. | Low | < 12 hours | 1×24 hours | CS Tier 1 |
| Orders & Delivery | Item has not arrived, late delivery, tracking number not moving. | High | < 2 hours | 2×24 hours | Tim Logistik / Ekspedisi |
| Wrong or Damaged Item | Item differs from the order, missing quantity, damaged or not working. | High | < 2 hours | 3×24 hours | Tim Resolusi (Penengah) |
| Payment & Refund | Payment not confirmed, double charge, refund not yet received. | High | < 1 hours | 2×24 hours | Tim Finance / Payment Gateway |
| Supplier Service | Supplier unresponsive, cancelled unilaterally, or broke the agreement. | Medium | < 4 hours | 3×24 hours | Tim Resolusi (Penengah) |
| Procurement & Tax Documents | Invoice, handover record, work order, tax slip or procurement documents incorrect. | Medium | < 4 hours | 3×24 hours | Tim Pengadaan & Pajak |
Seller Complaint Handling Flow
The seller opens the Partner Help Center and reads guide articles. If not answered, the seller chooses Create Ticket, WhatsApp, or email.
The seller picks an issue category (Finance, Logistics, Dispute, Technical, Account, etc.). The system issues a Ticket Number and sends an acknowledgement with time targets.
Screens all incoming tickets and handles basic guidance, shipping status and light complaints.
Handles issues requiring data investigation: transaction disputes, settlement, lost parcels.
High-level escalation: system bugs, suspected fraud, IP infringement, store account freezes. Decided by management, legal or IT.
The solution is delivered through the ticket, the ticket is closed, and the seller is asked for a satisfaction rating (1–5) to evaluate the service.
What to Prepare
- Store name and the email address of your registered seller account
- Order number or previous ticket number, if any
- A short chronology: what happened, when, and what you expect
- Supporting evidence: screenshots, item photos, tracking number, transfer receipt or bank statement
Our Commitment to Sellers
- Every complaint is logged with a ticket number and its status can be tracked anytime.
- Complaints are handled fairly, neutrally and confidentially; your data is used only to handle the complaint.
- You can reopen a ticket if the solution provided has not resolved the issue.
- You can forward the complaint to Ditjen PKTN, Ministry of Trade, if you are not satisfied with our handling.
Legal Basis
- Law Number 7 of 2014 on Trade
- Law Number 8 of 1999 on Consumer Protection
- Government Regulation Number 80 of 2019 on Trade Through Electronic Systems
- Minister of Trade Regulation on business licensing, advertising, guidance and supervision of business actors in trade through electronic systems
Already registered as a seller?
Create and track your complaint tickets directly from the Partner Help Center.