[앵커]
The so-called ‘don’t ask refund’ played a big role in Coupang’s dominance in the market. In the case of paid members, refunds were possible even with a simple change of mind, so it was well received by consumers. However, recently, Coupang has removed this unconditional refund policy.
Reporter Jeongwon-seok tells you why.
[기자]
When you try to exchange or return a product purchased from Coupang, a pop-up window like this appears recently.
Exchanges and returns are possible only if there are no signs of use.
Since we check all the boxes and plastics of electronic products, if they are used with power connected, returns are not possible unless the product is defective.
Clothing or footwear cannot be returned if the trademark tag or label has fallen off.
In the meantime, even if it was used, the so-called ‘don’t ask for a refund’ was possible.
[김지수/경기 성남시 : 제품에 하자가 있든 없든 간에 환불이 되는 거라 소비자 입장을 더 생각해주는 것 같아서 좋다고 생각합니다.]
However, there have been cases of abuse.
They boast regarding buying and using electronic products and certifying that they repeatedly return them before 30 days have passed.
In the end, even if it is repackaged and sold as a new product, it may lead to harm to other consumers.
[김수연/경기 용인시 : 편한 환불 정책이 사라지는 건 아쉽긴 한데요. 악용하는 사례가 많다면, 환불 정책은 바뀌는 게 좋을 것 같습니다.]
Coupang posted the largest net loss of KRW 1.86 trillion in sales even though it posted the highest sales of KRW 22 trillion last year.
It is also evaluated that Coupang’s action this time reduced some of the benefits provided to consumers in order to reduce losses.
