Managing shipping and returns is very important for every global seller. Choosing the correct delivery method and shipping center is a crucial part of getting your products to customers. If you have a shipping center for your products, click the “Seller Address List” and then select the shipping center that has been entered in advance. If a shipping center hasn’t been entered before, you can manually enter it.
Delivery Method
Because you are a global seller, you will need to select the overseas delivery method. In the overseas delivery method, products that are sent from overseas and must go through customs clearance require a waybill to be entered. If answering “Yes” to overseas delivery, the delivery method is automatically set as “Overseas”, and changing to other delivery methods is not possible. Note that you only need to enter 6 “0”s in the Postcode field and enter your actual postal code in the Address field.
You can also manually enter address information for a domestic address, as shown below.
On-Time Shipment
1. Please set the shipment lead time accurately to keep the delivery date promised to the customer. Satisfy customers with fast and on-time shipments, which will help generate more sales.
2. If you are unable to manage shipments due to short—or long-term absences, such as vacation, set the holiday dates in “Delivery Calendar Management” (at least one day in advance).
3. When setting the actual inventory quantity, consider the volume that can be shipped daily. Adjust the available quantity, considering the quantity that you and your courier can handle daily, and make sure that the shipment is not delayed.
4. Make sure you have selected the suitable courier and entered the correct tracking number.
On-Time Delivery
1. Customers want their orders delivered fast and on time. Please keep the shipment lead time to deliver the order by the date you promise the customer.
2. Please update the tracking number for reshipment.
3. For orders reshipped due to reasons such as losses during delivery, update the new tracking number. Frequently check the status of orders in “In transit”. Prevent long delays by checking not-updated tracking numbers’ invoices or issues with the courier.
4. Set an accurate delivery method. Set a delivery method (general/custom order/international shipping) depending on the products.
5. Carefully select the courier. If the courier you choose frequently delays deliveries, consider switching to another courier.
6. Coupang provides a standard, 6-day buffer for Global Sellers delivery (Sundays and Holidays are omitted). If a seller is able to deliver more quickly without affecting your Seller Score, please reach out to Seller Support or an Account Manager to reduce the buffer.
Auto-Return Pick-Ups
Coupang has provided an Auto Return Pick-up service for sellers, which triggers a supported carrier to pick up the item from a customer once a customer initiates the return process from the Coupang shopping app. This requires a Seller to have a local Korean return address and use a supported carrier.
If you don’t have a Korean Address:
For Global Sellers that do not have a local Korea return address, the following policy applies:
Items < KRW50,000 (~USD40): Customers will be asked to discard the item. Seller does not need to pick up the item and depending on the reason of retun, if the return is for causes attributable to the seller, the seller will have to bear the costs.
Items > KRW50,000: Seller must contact the customer within 3 days of receiving the return notice to arrange for a pick-up. The pick-up can occur after the 3 days limit to inform the customer of a pick-up. If the customer is not contacted within 3 days, Coupang will then ask the customer to discard the item accordingly.
To upload an overseas return address, please follow these steps when entering your return address information in the listing process.
Where Can I Manage My Returns?
Sellers can manage and view their orders in WING by selecting the “Order/Shipping” left-hand navigational menu and selecting “Manage Returns.” After clicking “Manage Returns,” sellers can view Returns requested by customers, returns currently in progress, and returns completed within the last two weeks. Sellers can also look up specifics by using the Search Conditions/Open Search feature.
Tips for Managing Returns:
- If the product you received from the customer has a problem, you can submit the Coupang Verification Request (CVR) within 14 business days of receiving it (more information on CVRs in Stage 2 of the Incubation Program).
- Setting up Auto Return Pick-up is the most convenient way to return a customer’s return. If you do not have a local Korean Redurn address, please visit the Coupang Service Provider Network (SPN) and select “Warehouse Storage/Local Returns in Korea” to find a logistics provider that offers this service.
- If you need more information, please see the “Manage Returns” page (pictured above) for links to resources on refunds and withdrawing Returns.
For more seller guidelines and tips, take a look at our Seller University: Seller University – Coupang Marketplace.
