Platform Liability and Consumer Redress for Loss and Damage in GoSend Delivery Services in Indonesia

App-based courier services have changed the legal architecture of consumer transactions because the consumer no longer deals with a single visible carrier. A delivery order is created through an electronic interface, performed by a delivery-service provider and its courier partner, and may be accompanied by insurance supplied by another entity. This article examines how responsibility should be allocated when goods sent through GoSend are lost, damaged, delayed, or not delivered. The study employs normative legal research using statutory, conceptual, and document-based approaches. Primary materials include Indonesia's Consumer Protection Law, the road-transportation framework, the electronic-transactions regime, Government Regulation No. 80 of 2019 on Electronic Commerce, and the GoSend terms and insurance information available to users. The analysis finds that contractual segmentation inside a digital ecosystem cannot automatically eliminate statutory consumer protection. Insurance can improve recovery but should operate as an additional layer of protection rather than a substitute for the responsibility of a business actor whose conduct, system design, representation, or service failure contributes to consumer loss. Standard clauses must also be assessed against the prohibition on clauses that transfer business responsibility or are difficult for consumers to understand. A proportionate liability model is therefore proposed: responsibility should follow each actor's actual control, contractual promise, informational role, and causal contribution, while the platform should provide integrated complaint handling, preservation of electronic evidence, and accessible redress. The model offers a clearer basis for consumer protection in Indonesia's increasingly platform-mediated delivery market.