Frequently Asked Questions (FAQ)
Find answers to common questions about the Ardindo procurement platform.
About the Platform
Ardindo is a digital procurement platform designed specifically for government institutions and public agencies in Indonesia. It connects government entities with vendors/partners providing goods and services in a transparent, accountable, and efficient manner.
Ardindo is not a general marketplace. It is focused on government procurement (B2G and B2B between vendors) with features such as PPK approval workflows, vendor verification, tax invoice management, and compliance with government procurement regulations.
Ardindo is an official platform operating in accordance with applicable laws in Indonesia, including government procurement regulations. All transactions on this platform are administratively and legally accountable.
You can reach us through the Contact page, our official email, or the WhatsApp number listed in the footer. Our team is available Monday–Friday, 08:00–17:00 Western Indonesia Time (WIB).
Registration & Account
Click the "Register" button in the top-right corner of the page and select the appropriate account type: Buyer (government institution) or Vendor/Partner. Complete the registration form with valid information, then verify your email to activate your account.
Yes, account registration on Ardindo is completely free for all user types, both buyers and vendors.
A Buyer account is used by government institutions or public agencies to procure goods and services. A Vendor account is used by companies or business entities that want to offer products/services to government institutions through the Ardindo platform.
On the login page, click the "Forgot Password" link. Enter your registered email address and follow the instructions sent to your email to create a new password.
Check your Spam or Junk Mail folder. If it is still not there, make sure the email address you entered is correct, or use the "Resend Verification Email" feature on your account page.
Log in to your account and open the Profile or Account Settings menu. There you can update your name, address, phone number, and other information. Some details such as your email address may require re-verification after being changed.
Shopping for Products
Use the search bar at the top of the page or browse products through the available categories. You can filter search results by category, price, vendor location, and stock availability.
Yes, Ardindo has a Wishlist feature. Click the heart icon on a product to save it. Saved products can be viewed on the Wishlist page in your account dashboard.
Ardindo supports discount coupons that can be issued by vendors or platform administrators. Enter the coupon code on the checkout page if you have one.
Yes, Ardindo has a price negotiation feature. You can submit a price offer to a vendor directly through the platform. The vendor can then accept, reject, or make a counter-offer.
Yes, some vendors offer digital products such as software licenses, documents, or digital-based services. Digital products can be accessed once payment is confirmed.
Items in your cart do not expire, but product availability depends on vendor stock. It is recommended to proceed to checkout promptly to avoid items going out of stock.
Payment
Ardindo supports various payment methods including bank transfers, virtual accounts, and other methods available through the integrated payment gateway. Available options may vary depending on the transaction value and your institution's policies.
Yes. Ardindo uses SSL encryption to protect all transaction data. Payments are handled by licensed payment service providers. Your card or account information is not stored directly on Ardindo's servers.
The payment deadline varies depending on the selected method, generally between 1–24 hours for virtual accounts. If the deadline passes, the order will be automatically cancelled.
If the payment fails, the order will not be processed. You can try again with the same or a different payment method. If funds were deducted but the order status has not changed, contact our customer support with proof of the transaction.
After a successful payment, the invoice can be downloaded through the Order History menu in your account dashboard. Select the relevant order and click the "Download Invoice" button.
Shipping & Tracking
Shipping costs are calculated automatically based on the weight/dimensions of the product, the origin city (vendor's warehouse), and the delivery destination. You can view the estimated shipping cost on the checkout page before making a payment.
Ardindo works with various national courier services through RajaOngkir integration. Available couriers may differ depending on the vendor's location and delivery destination.
Estimated shipping times are shown when selecting a courier at checkout. Times vary depending on the courier, service type (regular, express), and shipping distance. The estimate does not include the vendor's order processing time.
Once the vendor ships your order and enters the tracking number, you can track the package through the Order History menu. Select the order you want to track and click the "Track Package" button. Real-time delivery status information will be displayed.
First, check your package tracking status. If the shipping status has not changed for more than 3 business days or the package is declared lost, contact Ardindo customer support immediately with your order number and shipping tracking number.
Cancellations, Complaints & Returns
Cancellation after payment is only possible while the order has not yet been processed by the vendor. Once the vendor processes the order, cancellation requires the vendor's approval. For government procurement, cancellation may also require additional administrative procedures.
A cancellation can be requested within 24 hours after payment is confirmed, as long as the vendor has not yet processed the order. After this window, the cancellation will be handled according to the respective vendor's policy.
Open the order details page in your dashboard and click the "File a Complaint" button. Include a description of the issue and photo evidence. The Ardindo team will mediate between you and the vendor to find the best solution. For official complaints, visit our Consumer Complaint Contact page.
Once a complaint is approved, the refund process takes 3–7 business days depending on the original payment method. Funds will be returned to the same account or payment method used during the transaction.
Becoming a Vendor/Partner
Click the "Register as Partner" button on the main page or in the footer. Fill out the vendor registration form with complete and valid company information. After registering, your account will undergo a KYC verification process before you can start selling.
General requirements include: a registered legal business entity (PT, CV, or UD), an active NPWP (tax registration number), a business bank account, and valid business legal documents. Full requirements may vary depending on the product/service category offered.
KYC (Know Your Customer) is the process of verifying a vendor's identity and legal standing to ensure that every partner selling on Ardindo is a legitimate and trustworthy business entity. This process protects government institutions from fraud risks and ensures regulatory compliance.
The KYC verification process typically takes 1–3 business days after all required documents have been received in complete and correct form. You will receive an email notification once the verification process is complete.
Ardindo applies a commission fee for each successful transaction. The commission rate may vary depending on the product category and current platform policies. Detailed commission information will be provided during the vendor registration process.
Tax & Invoicing
PKP (Taxable Entrepreneur) vendors are those officially recognized as VAT-collectors by the Directorate General of Taxes and are required to collect VAT. PKP vendors can issue official Tax Invoices. Non-PKP vendors do not collect VAT and cannot issue Tax Invoices. A vendor's PKP status is displayed on their store page.
Price display depends on each vendor's settings. Some vendors show VAT-inclusive prices while others do not. Whether VAT is included or excluded will be clearly shown on the checkout page before you make a payment.
For PKP vendors, the tax invoice can be downloaded through the Order History menu after the transaction is complete. If the tax invoice is not yet available, contact the respective vendor or Ardindo customer support.
Request for Quotation (RFQ)
RFQ (Request for Quotation) is a feature for requesting price quotes from multiple vendors at once. The PP (Procurement Officer) creates an RFQ containing a list of required goods/services, invites selected vendors, then compares offers to choose a winner. RFQ is suitable for procurements ≥ IDR 50 million that require formal price comparisons between providers.
Cart negotiation is conducted with a single vendor for a specific product already added to the cart. RFQ invites multiple vendors at once to submit quotes against the same list of needs, allowing the PP to compare prices & specifications on equal footing. RFQs also have an offer deadline.
1) PP creates RFQ (title, description, deadline). 2) PP adds line items & invites vendors. 3) PP publishes the RFQ — vendors receive invitations. 4) Vendors submit offers before the deadline. 5) PP starts evaluation & selects a winner. 6) The awarded RFQ can be automatically converted into a procurement package and forwarded to PPK.
When a PP invites your store, the invitation appears in the RFQ menu on the vendor dashboard. You can view the requirement details, submit a per-item price offer along with delivery estimates, save as draft, or submit the official offer. You can also decline the invitation if you do not wish to participate.
While the RFQ is still in "Published" status and the deadline has not passed, you can withdraw the offer and resubmit with a revised price. Once the PP starts evaluation or the deadline has passed, the offer can no longer be changed.
The PP sees an automatic comparison matrix displaying each item's price from all vendors who submitted offers. The lowest price per item is highlighted automatically to aid evaluation. The PP can consider total price, offer validity, delivery estimates, and vendor track record before declaring a winner.
An awarded RFQ can be converted into a procurement package. The PP fills in institution data, delivery, and payment mechanism (UP or LS), then the package is forwarded to PPK for approval. The winning vendor will receive a notification & proceed to the regular procurement flow.
Spend Analytics
Spend Analytics is a report dashboard that visualises total procurement spend over a given period. You can see monthly trends, spend distribution by category, top vendors (top spend), and payment status. Suitable for budget monitoring and internal reporting.
This feature is available to PP, PPK, and Bendahara (Treasurer) users within their respective work units. Data shown is limited to transactions relevant to the user's role & satker, following data ownership principles.
On the Spend Analytics page there is an "Export" button. You can choose CSV or PDF format based on the date range currently displayed. The export includes total summary, category breakdown, and the transaction list.
Yes. Every procurement transaction that has been confirmed & paid is immediately reflected in the analytics dashboard. There is no batch processing — data is pulled live from the transaction database.
Use the filters at the top of the Spend Analytics page: date range, product category, vendor, payment status, and payment mechanism (UP/LS). Filters can be combined for more specific analysis.
Vendor Scorecard
Vendor Scorecard is an automatic scoring system for vendor performance based on their transaction history on the platform. The score covers delivery punctuality, goods quality, responsiveness, and cancellation track record. Useful as consideration when a PP invites vendors to RFQs or makes purchases.
The score is computed from several components: (1) on-time delivery percentage, (2) review ratings from buyers, (3) order completion rate, (4) cancellation rate, (5) negotiation response time. The system weights each component and produces a score of 0–100 and a grade (A/B/C/D).
As a PP, the vendor score is visible on the vendor detail page, in the vendor list when inviting to an RFQ, and on the vendor analytics dashboard. As a vendor, you can monitor your own store's score on the vendor dashboard to identify areas for improvement.
The score does not automatically block vendors from RFQs — the decision remains with the PP. However, vendors with a low score (grade D or below a certain threshold) may be deprioritised when PPs invite to RFQs. Vendors are advised to maintain delivery punctuality & responsiveness to keep a good score.
By default, the system uses the last 12 months of transactions to reflect current performance. Transactions cancelled by the buyer without vendor fault are not counted toward the score.
Focus on: (1) on-time delivery according to your stated estimates, (2) maintain goods quality matching specifications, (3) be responsive to negotiations & RFQs, (4) avoid cancelling orders after confirmation, (5) keep displayed stock accurate.
Security & Privacy
Yes. Ardindo applies strict data security standards, including SSL/TLS encryption for all data communications, secure data storage, and role-based access controls. We are committed to protecting the privacy and security of all users' data in accordance with applicable data protection regulations.
No. Ardindo does not directly store credit/debit card information or bank account data. The payment process is handled entirely by certified, licensed payment service providers (payment gateways).
To delete your account, contact Ardindo customer support through the Contact page or official email. Our team will process the account deletion request according to the applicable procedure. Please note that completed transaction data may be retained in accordance with applicable laws and regulations.
Still have questions? Our team is ready to help you.
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