Perlindungan Konsumen Dalam Transaksi Qris Yang Dinyatakan Berhasil Namun Dana Tidak Diterima Oleh Merchant

Abstract

QRIS makes transactions easier, where with QRIS consumers do not need to carry cash. The implementation of QRIS facilitates non-cash payments for MSMEs and consumers who rely on digital services, and is considered to improve transaction efficiency, financial access, and equitable distribution of national financial services. Although it has been regulated and supervised by Bank Indonesia, in practice there are still legal problems, such as the failure of the transfer of funds where the transaction is declared successful by the system from the consumer or payment side, but the funds are not received by the merchant or the receiving party. The purpose of this study is to find out the responsibility in QRIS transactions that are declared successful from the payer's side but the funds do not reach the merchant, as well as to find out the form of legal protection provided to consumers based on the applicable laws and regulations. This research uses a normative legal research method with a statute approach. The results in this study are that overall, the responsibility is directed to PJSP. However, if the cause comes from other parties such as Switching, Aggregators, consumers, or the merchant itself, then each is responsible according to its role and faults. In consumer legal protection, it is preventive and repressive (litigation and non-litigation). Consumers who are aggrieved by the failure of QRIS transactions can complain first to PJSP. If it is not satisfactory, the complaint can be forwarded to Bank Indonesia or LAPS-SJK which provides mediation and arbitration with the principles of win-win solution, efficiency, and protection of consumer rights.