Imagine a scenario where customers receive their refunds before returned items even reach the warehouse. This is the reality created by Coupang's "Guaranteed Refund" policy, which is transforming e-commerce transaction flows. While enhancing customer experience, this policy presents both challenges and opportunities for sellers.
Understanding Coupang's "Guaranteed Refund" Policy
Coupang's policy accelerates refund processing to improve customer satisfaction. For items priced below 100,000 KRW, if refunds aren't processed within 60 business hours of return requests, Coupang automatically issues refunds. Exclusions apply to gold products, second-hand goods, C Avenue items, and products exceeding 100,000 KRW.
The policy operates on a "refund first, recover later" principle. After accepting returns, Coupang initiates a Recovery Program to retrieve items. If recovery fails, Coupang settles 100% of the item's value with sellers, visible in the [Additional Settlement] menu.
Recovery Method Strategies: Automatic vs. Manual
Coupang categorizes recovery methods based on whether sellers partner with designated couriers:
Automatic Recovery: For sellers integrated with Coupang's partner couriers (like Hanjin Express) using the automatic return service, Coupang handles the entire recovery process post-refund. Sellers simply monitor their Wing seller dashboard > Customer Service Center (consultation type: Guaranteed Refund Recovery Delay - Automatic).
If items remain unrecovered after three business days, Coupang contacts customers to schedule pickups. Even if recovery ultimately fails due to customer reasons, Coupang automatically pays sellers 100% of the order value through additional settlement without requiring claims.
Manual Recovery: Sellers without courier partnerships must manually request recovery assistance through Wing > Customer Service Center (consultation type: Guaranteed Refund Recovery Delay - Manual). Coupang coordinates with customers to determine pickup times, then notifies sellers to arrange couriers.
Similarly, if manual recovery fails due to customer issues, Coupang provides 100% compensation through additional settlement, processed the following Friday after approval.
Frequently Asked Questions
Q: What if my item gets recovered during ongoing recovery management?
Notify Coupang by providing the return tracking number and courier details. For problematic returns, submit a Coupang verification request within 14 business days.
Q: What if I receive additional settlement but later get the returned item?
You may request settlement deduction by providing relevant details to Coupang for verification.
Q: How to handle issues with recovered items or shipping fees?
Submit verification requests within 14 business days of return acceptance.
Q: What if I accidentally use manual recovery despite having automatic recovery setup?
Contact Coupang through Wing's Customer Service Center. Ensure your registered courier contract information remains current.
Enhancing Recovery Efficiency
Coupang recommends sellers utilize its Partner Courier Program (Hanjin One-Click Operation) with automatic return integration for streamlined recovery processes.
Strategic Recommendations for Sellers
Coupang's policy represents a customer-centric innovation. To maximize benefits while protecting interests, sellers should:
- Regularly monitor Wing dashboard notifications
- Promptly request recovery assistance when needed
- Maintain thorough documentation of recovery attempts
- Verify settlement amounts regularly
- Maintain open communication with Coupang support