Transparency and Transactional Fairness in Online Document Printing Service Transactions

Abstract

The digitalization of service transactions has transformed conventional face-to-face commercial practices into increasingly flexible and digitally mediated interactions. This transformation, however, raises concerns regarding transparency, contractual clarity, and transactional fairness, particularly in small-scale service businesses. This study aims to examine transparency and transactional fairness in online document-printing service transactions at Fotokopi Riski, Talang Babat, from the perspective of Islamic economic law. The study employed a qualitative empirical juridical approach. Data were collected through semi-structured interviews, non-participant observation, and documentation involving the service provider, employees, and consumers. Data were analyzed through data condensation, data display, and conclusion drawing, with source and technique triangulation used to strengthen the credibility of the findings. The results indicate that WhatsApp-based transactions provide significant convenience, efficiency, and accessibility for consumers, particularly students and office employees. Nevertheless, the transactional mechanism remains predominantly informal and relies heavily on interpersonal trust. Essential contractual information, including printing specifications, ujrah, completion time, collection arrangements, and cancellation procedures, is not consistently communicated and confirmed before the service is performed. The most significant problem arises from unilateral cancellation or failure to collect completed documents, which may transfer the costs of paper, ink, electricity, equipment, and labor disproportionately to the service provider. From the perspective of Islamic economic law, the transaction is substantively permissible as an ijārah contract because the service and remuneration are identifiable and the transaction is conducted voluntarily. However, inadequate contractual transparency may create potential gharar and ḍarar and weaken the realization of ‘adl and tarāḍin. The study recommends a simple digital confirmation mechanism through WhatsApp containing service specifications, total remuneration, completion time, collection deadline, and cancellation provisions. Such a mechanism can strengthen contractual certainty, reduce information asymmetry, and promote greater fairness in digitally mediated ijārah transactions