Indonesia's e-commerce sector is rapidly expanding, with sales reaching approximately USD 35 billion in 2026. The return rate remains moderate at 8.5%, reflecting improvements in logistics and product descriptions. Return costs are about 1.2% of sales, indicating efficient reverse logistics systems are developing. The majority of returns are due to incorrect items and damages, emphasizing the importance of quality control and accurate order fulfillment.
The high online shopper penetration of 70% showcases Indonesia's growing digital adoption. Retailers are investing in better customer service and return policies to reduce return rates and increase customer satisfaction. As e-commerce matures, innovations like AI-driven quality checks and better packaging are expected to further decrease return rates and enhance the overall shopping experience.