What is Sales Suspension?
This means that all the products of the concerned seller are delisted on Coupang. Customers cannot purchase any of the seller’s products. If a seller’s score drops to a warning level, the sales may be suspended. There are cases where suspension is postponed considering several factors, but the seller should try to improve their scores quickly, as the suspension may be imposed at any time if scores do not improve. A seller may be suspended even with satisfactory scores if they violate the Coupang Global Seller Services Agreement or the applicable Service Terms by selling counterfeit products, entering fake waybill information, etc.
Why was I Suspended?
You were suspended due to a violation of Coupang’s policy for one of the following reasons:
- You have sold prohibited or counterfeit products.
- Your order fulfillment score is at warning level.
- Your on-time delivery score is at warning level.
- Your score for answering customer inquiries within 24 hours is at warning level.
- You have violated Coupang Global Seller Services Agreement or the applicable Service Terms.
How can I Resume Selling?
The department in charge of your suspension encloses detailed instructions and criteria for sales resumption with the sales suspension e-mail. Resuming sales requires sellers to appeal by replying to the suspension email with supporting evidence and a plan to prevent future cases from happening. Sales will resume after an internal review, including whether there are any unresolved delivery delays or cancellations for which you are responsible. To have sales resumed, please ensure there are no delayed shipments or additional cancellations due to product modifications. Examples of this include changing the status to out of stock, changing the inventory quantity or the shipment lead time, or deleting the product.
Is an Appeal Form Necessary?
You must hand in an appeal form if your suspension email includes details about the form. Once you have submitted your appeal form, it will be reviewed by the team responsible for submitting the order. Sales suspension may be extended if you do not reply to the email requesting an explanation. It may also be extended if you do not meet the requirements (delayed shipments or additional cancellations). Sales will resume after the responsible team has reviewed your request and has confirmed that there are no additional delayed shipments or cancellations.
Does Suspension affect Payments?
Seller suspension can affect payment depending on the severity of the violation. However, seller suspension based on a low seller score does not affect payment. It will be processed based on the frequency specified in the applicable Program Policies.
For more information on the rules and policies at Coupang, take a look at our other resources.
