An auto-refund, or automatic refund, is a refund given automatically to customers without needing them to apply for it. At Coupang, if an order is delayed by a certain period, the customer will automatically be refunded for the order without any action from the customer.
In an auto-refund, the customer will be refunded only for the price of the item.
How can I prevent auto-refunds?
By meeting your estimated delivery date on orders and ensuring that there are no delays associated with shipping your products, sellers can prevent any issues that occur due to auto-refunds. However, sometimes, issues outside of a seller’s control can cause delays in the delivery. There are cases where customers are auto-refunded due to a delay, but the item has already been shipped from overseas. One of the main uncontrollable reasons for delivery delays by overseas sellers is the incorrect PCCC provided by the customer. Such PCCC errors can cause customs clearance delays and can only be resolved if the customer provides the correct PCCC. Sellers are given two options to resolve such issues.
- A seller transfer message is created at a certain point (usually more than 7 days) after the Promised Delivery Date (PDD) has elapsed and sent through WING (and text message if they have a Korean phone number) before the auto-refund is processed. This message can be found in the Manage Customers > Customer Center Inquiries section in WING. The auto-refund will not be processed if sellers select “Customs clearance is being delayed due to customer fault” as the reason for delay.
- If sellers do not see the seller transfer message on time or do not receive the communication, sellers can apply for a Coupang Verification Request (CVR) to receive payment. Seller must submit a CVR within 14 business days from the date the Product Return request is sent to the Seller.
For more information about Coupang Verification Requests, please see our article on Seller University: Coupang Verification Request (CVR) – Coupang Marketplace.
