Cash on Delivery (COD) Conflicts in Indonesia: Mass Incidents and Public Awareness
Cash on Delivery (COD) Conflicts in Indonesia: Mass Incidents and Public Awareness
The rise of Cash on Delivery (COD) disputes in Indonesia became a viral topic in 2021 even until today. Highlighting manny people misunderstandings about how online shopping systems work.
Several incidents involving angry customers and delivery couriers spread widely on social media, raising concerns about consumer awareness and couriers safety.
Cash on Delivery (COD) Online Purchase Transaction
Back on the old days, Cash on Delivery (COD) is a payment method where customers pay for their online purchases exactly when the item arrives at their location.
In a proper COD transaction, the customer must pay before opening the package. If the customer refuses to pay, the package is returned to the seller in its original condition.
Couriers are not responsible for product quality or order accuracy. Courier job is only helping as a transport between transaction of package and the cost ; the seller and the customer.
Viral COD Conflict Cases in Indonesia
In several viral videos shared on platforms, many cases customers were seen arguing with delivery couriers about COD system.
Chronologically, the customer will accept the package first, making excuse that they will take the money for payment. But, inside the house, the customer silently open the package to check its condition.
When they found the items not matching expectation, they refused to pay and demanded the couried to return the item. This procedure cannot be done by the courier end up in arguments.
Some case escalated into verbal abuse and threats. In extreme cases, couriers were reportedly, yelled, insulted, blamed for incorrect orders, and threatened with physical harm.
Even theres a case of courier getting injured by the customers in North Bekasi at 26 September 2025. The customers refuse to pay, arguing, and end up get stabbed. The courier survived with some minor injury.
Why These Incidents Happened
The main cause behind these conflicts was a lack of understanding of the COD system, particularly in some rural areas.
Other contributing factors is limited literacy, miscommunication about online shopping rules, and emotional reactions when expectations are not met.
Impact of The Phenomenon
These incidents had significant increased safety risk for couriers. Couriers having emotion stress and pressure for unfair blame of issues beyond their control.
The industry also having huge work to increase the customer education. Also searching win win solution for each parties (couriers, customer, seller).
Indonesian netizens making it more viral as a form of education and awareness to people who don't understand about COD systems.
Many viral cases ended with:
High number of similar case, making netizens canceling the customer who didn't understand about how COD system works. Netizens will say a lot of mean things and doxed their identity as a form of pin of shame.
Almost every people who got canceled end up making public clarification and apologizing for their misunderstanding. They making statement to never doig the same mistake and will improve their digital literacy.
However, similar incidents still occur occasionally, even to this day. Showing that awareness is still developing in so many place in Indonesia.
Solution from Expedition Party
Due to this many case, in May 2023, Shopee Express, one of bigges expedition company, making a program called "COD+cek dulu" in english means "COD+Check first".
This feature allows customers to open the package first before paying it. The customers allowed to check the items condition is satisfy them or not.
If the item considered not matched with their expectation, it allowed to be returned to the seller. By the mutual agreement, the items, the wrap, and its receipt must be restored to its original form.
These whole process also must be recorded by the courier or the customer as a prove.
Conclusion
The COD conflicts in Indonesia reflect the challenges of adapting to digital commerce in a rapidly changing society. While the system offers convenience, proper understanding is essential to prevent disputes and protect both customers and couriers.
Improving public awareness and education remains key to ensuring a safer and smoother online shopping experience. Respect to the expedition party who brave enough to take a major step to at least trying to solve the problems.
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