Complaint Handling Mechanism

Types of Complaints Handled

• Product Does Not Match Description

  The received item differs from the description, specifications, or images displayed on the platform.
• Damaged or Defective Product

  The item arrives in a damaged condition, has a manufacturing defect, or does not function as intended.
• Shipping Issues

  The package is delayed beyond the estimate, lost in transit, or received by an unauthorised party.
• Payment Issues

  Payment was successful but the order was not processed, or funds were double-charged without clear confirmation.
• Unprofessional Vendor Behaviour

  The vendor is unresponsive, provides false information, or violates the terms applicable on the platform.
• Tax Invoice Dispute

  A tax invoice was not issued, the amount is incorrect, or there are data errors on the fiscal document.

Complaint Handling Process

• 1
  Complaint Submission

  The user submits a complaint through the order detail page on their account dashboard or through an official complaint channel. Include the order number, description of the issue, and supporting evidence (photos/screenshots).

  Day 0
• 2
  Acknowledgement

  The Ardindo team sends a complaint acknowledgement along with a ticket number to the user's registered email address. The ticket number is used to track the progress of the handling.

  Within 1×24 hours
• 3
  Investigation & Verification

  The Ardindo mediation team contacts both parties (buyer and vendor) to gather information and verify the submitted evidence. Users may be asked to provide additional documents if necessary.

  1–3 business days
• 4
  Mediation

  Ardindo facilitates mediation between the buyer and vendor to reach a fair agreement. Solutions offered may include product replacement, a refund, or other compensation in accordance with the applicable platform policy.

  3–5 business days
• 5
  Decision & Follow-up

  Once mediation is complete, the final decision is communicated to both parties in writing. If agreed upon, the follow-up actions (refund, replacement, etc.) are executed accordingly.

  1–2 business days after decision
• 6
  Ticket Closure

  The complaint ticket is closed once all follow-up actions have been completed. The user receives a closure notification and may rate the handling process they received.

  After follow-up is complete

Estimated Resolution Times

• Complaint acknowledgement Within 1×24 hours
• Product mismatch / damage complaint 3–5 business days
• Shipping issue complaint 5–7 business days
• Payment / double-charge complaint 3–5 business days
• Refund process 3–7 business days
• Tax invoice dispute 7–14 business days

Rights & Obligations of the Complainant

Escalation Procedure

If a complaint is not resolved at the initial level, users may escalate through the following channels:

• LEVEL 1
  Ardindo Customer Service Team

  Initial handling by the customer service team. Contact via the complaint feature in the dashboard or our Contact page.
• LEVEL 2
  Mediation & Dispute Resolution Team

  If there is no resolution within 7 business days, the complaint is escalated to the internal mediation team authorised to make binding decisions for both parties.
• LEVEL 3
  External Complaint — Ditjen PKTN Kemendag

  If the dispute cannot be resolved internally, users have the right to submit a complaint to the Directorate General of Consumer Protection and Trade Compliance (Ditjen PKTN), Ministry of Trade of the Republic of Indonesia. Consumer Complaint Contact page.