Help Center
Help Center
Help Center: Orders, Payments & Returns | KOPI.ID
How can we help?: Explore the topics below. If you still need help, please email support@kopi.id — our team will respond within 1 business day.
- All payments are processed securely through our official PSP (Xendit).
- On bank or card statements, the descriptor may appear as “Xendit” and/or “KOPI.ID or PT MITRA ANDA INDONESIA,” depending on the payment method.
- If you encounter double charges, failed payments, or have questions regarding chargebacks, please contact the Support Team with your order number and payment method.
- After checkout, you will receive an order confirmation email.
- Once the seller sends the item, the tracking number from the courier (JNE, J&T, SiCepat, Ninja, or others) will automatically be available in your order details.
- If the tracking status has not been updated within 48 hours, please contact the seller via order details or email the Support Team with the order number.
- The seller chooses the courier and service used; estimated delivery times depend on the origin, destination, and capacity of the courier.
- For pre-orders or large products, shipping times may be longer.
- If your package status is "Delivered" but you haven't received it, check with a neighbor or the building security guard. If it's still not there, contact the seller or email the Support Team.
- Every seller is required to include a return policy on the product page.
- To initiate the return process, contact the seller via your order details and include photos if the item is damaged or defective.
- Refunds are processed through the Payment Service Provider (Xendit) to the original payment method. Processing times vary depending on the payment method and issuing bank.
- KOPI.ID is a marketplace that guarantees quality. Sellers are required to provide accurate product information and comply with Indonesian law.
- Suspect a counterfeit product or a fake brand? Report it through the “Report IP (Trademark or Copyright) Infringement” section.
Click the person icon in the top right of the page. Use the same email address you used at checkout to view your order.
Log in to My Account → Address and update the information before placing your next order.
Email Support immediately. If the seller hasn't shipped the item, the order will be canceled and a full refund will be issued. Orders that have already shipped will be subject to the returns process described above.
If you believe your copyright or trademark has been infringed on KOPI.ID, please file a report. We review all reports and take appropriate action (removing the product listing, issuing a warning/penalty, or requesting additional information). We may share your report—including contact details—with the relevant seller.
Who can report: Rights owner or authorized agent (e.g., attorney or trademark protection firm).
Note: We do not provide legal advice; if you are unsure whether your issue is copyright or trademark related, do your research or consult an attorney.
What needs to be included (required):
• Your full name and contact details (email, phone/WhatsApp)
• Your relationship with IP rights (Owner / Authorized Agent)
• Basis for claim (Copyright or Trademark)
• Link to the list of KOPI.ID products in question
• A clear explanation of why the product listing violates your rights.
• Statement of good faith and declaration of accuracy (see template below)
Helpful definitions:
• Trademark: A brand name, logo, slogan, or trade dress that identifies the source of goods/services.
• Copyright: Original creative works (product photos, text, artwork, videos, and similar works).
Send your report to: legal@kopi.id
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