The aim of this research is to examine customer satisfaction with reverse logistics in the context of online transactions at Shopee Indonesia. To achieve this objective, we employed a qualitative descriptive approach, using SWOT analysis. The primary data for the study was obtained through interviews with sources who were deemed competent in analyzing the internal and external factors of Shopee Indonesia. The results of the analysis showed that the internal and external coordinates of the company were 3.85 and 3.73, respectively, as per the IE matrix. This places the company in quadrant 1, indicating a strong competitive position, but also highlighting several challenges and threats that could impact on the company's ability to maintain high-quality services and customer satisfaction. The findings indicate that successful implementation of reverse logistics systems in e-commerce requires high-quality service and effective return policy regulations. Additionally, the study highlights important considerations for the sustainability of Shopee Indonesia in the future.