<![CDATA[The growth of electronic commerce (e-commerce) has facilitated buying and selling transactions, notably through the Cash On Delivery (COD) payment method. However, in practice, instances of consumers cancelling COD transactions still occur, causing financial losses for business operators and delivery services, as well as potentially leading to disputes. This situation reveals an imbalance in the understanding of the rights and obligations of consumers and business operators, as well as the dispute resolution mechanisms applicable to COD transaction cancellations. This study aims to analyze the resolution of disputes arising from consumers cancelling COD orders in Pontianak City and to assess its alignment with consumer protection laws. The study employs a normative legal research method with a normative-analytical approach. Data was gathered through literature reviews and document analysis—examining legislation, legal doctrine, and literature on disputes—and analyzed qualitatively. The findings indicate that cancelling a COD transaction without a valid reason, after the business operator has fulfilled its obligations, can essentially be classified as a breach of contract. Dispute resolution can be pursued through negotiation, complaints filed with e-commerce platforms, the Consumer Dispute Resolution Agency (BPSK), or the courts. The study concludes that resolving disputes over COD cancellations requires balancing the rights and obligations of consumers and business operators through a tiered resolution mechanism. Keywords: Consumer Protection, Cash On Delivery (COD), Transaction Cancellation. Perkembangan perdagangan melalui sistem elektronik (e-commerce) memberikan kemudahan dalam melakukan transaksi jual beli, salah satunya melalui metode pembayaran Cash On Delivery (COD). Namun, dalam pelaksanaannya masih ditemukan pembatalan transaksi COD oleh konsumen yang dapat menimbulkan kerugian bagi pelaku usaha maupun pihak jasa pengiriman serta berpotensi menimbulkan sengketa. Kondisi tersebut menunjukkan adanya ketidakseimbangan pemahaman mengenai hak dan kewajiban konsumen, pelaku usaha serta mekanisme penyelesaian sengketa akibat pembatalan transaksi COD. Penelitian ini bertujuan untuk menganalisis penyelesaian sengketa konsumen yang membatalkan Cash On Delivery (COD) atas pemesanan barang di Kota Pontianak serta kesesuaiannya dengan ketentuan hukum perlindungan konsumen. Penelitian ini menggunakan jenis penelitian hukum normatif dengan sifat normatif-analitis. Penelitian dilakukan melalui studi kepustakaan dan studi dokumen terhadap peraturan perundang-undangan, doktrin hukum, literatur sengketa, analisis data dilakukan secara kualitatif. Hasil penelitian menunjukkan bahwa pembatalan transaksi COD tanpa alasan yang sah setelah pelaku usaha memenuhi Kewajibannya pada prinsipnya dapat dikualifikasikan sebagai wanprestasi. Penyelesaian sengketa dapat dilakukan melalui negosiasi, pengaduan pada platform e-commerce, BPSK maupun pengadilan. Kesimpulan penelitian menunjukkan bahwa penyelesaian sengketa pembatalan COD perlu memperhatikan keseimbangan hak dan kewajiban konsumen dan pelaku usaha melalui mekanisme penyelesaian secara bertahap. Kata Kunci: Perlindungan Konsumen, Cash On Delivery (COD), Pembatalan Transaksi.]]>
