FAQ
Q. When is the deadline for document submission?
A. If you received an email requesting document submission, please submit the required documents within 10 business days from the date you received the email. Your product listing can be rejected if you do not appeal within 10 business days.
Q. How long will the submitted documents be valid?
Your proof of distribution routes will hold validity for one year from the date of submission.
After a year has passed, the required documents shall be re-submitted.
Q. I received the emails per brand requesting proof of distribution routes. Should I make an appeal for each brand?
A. Coupang verifies the distribution routes of your listings by brand.
Therefore, the appeal should be made separately for each brand.
Q. I did not make a direct purchase from the brand headquarter (official sales channel). In this case, what documents can I submit?
A. In order to verify your distribution routes, the documents that you submitted should demonstrate the full transactional record connecting from the brand headquarter to your company.
If your products come from a supplier that is not a brand headquarter (official sales channel), please submit:
- a transaction statement that proves distribution routes from where you purchased the product to your company
- a contract or a transaction statement between the brand headquarter (official sales channel) and the supplier to prove that the supplier sells genuine products received from the headquarter
Q. Should price information be provided in documents?
A. Please make sure to delete all information regarding the unit price, the total price, and the purchase volume in the documents before submission. Any information provided without deletion will be regarded to have been submitted voluntarily.
Q. Confidential and personal information are included in proof documents for distribution routes such as a transaction statement. I am concerned about a potential leak of valuable information.
A. The documents that you submitted will not be used for purposes other than verifying the distribution routes without your consent. Also, please delete or mask all personal information unless mandatory in appeal documents prior to submission.
Please note that if the documents that you submitted turn out to be invalid (false or forged), they may be shared with trademark holders for intellectual property protection.
Q. I am unable to submit appeal documents for the requested product because it is from a purchasing agent and has no sales history. Can I submit documents of my other product?
A. A purchase receipt of a product of a different brand from the one requested will not serve as proof.
However, if your product is t is from a purchasing agent and has no sales history, please submit the purchase receipt of a product of “the same brand and the same product category” as the one requested. We will review the documents and inform you of the result.
Q. I would like to cancel the registration of a product “under review.” What can I do?
If the status is “under review”, you cannot directly modify or delete the listing. If you wish to cancel the product registration, please reply to the email requesting for proof of distribution routes or send an email to sellergating@copuang.com with your seller ID and product ID, and the team will process your request. However, please note that the entire listings currently under review will be canceled if you make this request.
Q. I already submitted appeal documents for my product under review, but it is not being approved.
A. Document submission itself does not result in automatic approval of your product. The documents that you submitted should verify the full transactional record from the brand headquarter to your company. The team will review your appeal documents and request additional proof if required.
Q. I attached appeal documents in the “Upload documents” section during product registration, but the review is being delayed.
A. You should reply to the email notifying the review result for appeal.
