Many Coupang sellers have faced the frustrating situation where returned items arrive damaged, incomplete, or even completely different from what was originally shipped. These problematic returns can quickly eat into hard-earned profits. However, Coupang's platform offers a claims process that can help sellers recover losses when handled correctly.
Understanding Your Rights: The Coupang Confirmation Request
The Coupang Confirmation Request is a protective policy designed to safeguard sellers' interests. When disputes arise between buyers and sellers regarding returns that result in seller losses, this mechanism allows sellers to seek compensation for unreasonable return situations. Essentially, it serves as Coupang's "safety net" for sellers facing problematic returns.
Eligible Scenarios for Filing a Claim
Sellers may file confirmation requests in these common situations:
Insufficient Return/Exchange Shipping Fees
- Buyers initiate returns/exchanges citing seller responsibility when the fault actually lies with the buyer (e.g., returning due to personal preference while falsely claiming product defects)
- Buyers use unauthorized shipping carriers instead of the seller's contracted delivery service, resulting in additional shipping costs
Problems With Returned Merchandise
- Incomplete returns (missing accessories or free gifts)
- Damaged goods that cannot be resold
- Quantity discrepancies (fewer or more items than ordered)
- Receiving merchandise from other sellers instead of your original products
Critical Time Limits: Act Within 168 Hours
Sellers must submit confirmation requests within 168 business hours (7 days) after receiving and processing returned items. Late submissions will be rejected. Immediately inspect all returns upon receipt and file claims promptly when issues are found.
Step-by-Step Claim Submission Process
1. Access the Returns Management Page
Log into your Coupang Seller Center and navigate to [Order/Delivery] > [Returns Management] or [Exchange Management] to locate the problematic order.
2. Initiate the Confirmation Request
In the order details view, verify the eligible dates and click [Coupang Confirmation Request] to begin.
3. Select the Appropriate Reason
Choose one of these three claim categories:
- Insufficient return/exchange shipping fees - When requiring additional shipping compensation
- Abnormal product condition - For damaged or incorrect returns
- Combined shipping and product issues - When both problems exist
4. Provide Supporting Evidence
Upload clear photos or videos (under 30MB in JPG, PNG, AVI, MP4, or WMV format) that directly demonstrate the issues. Different claim types require specific documentation - consult Coupang's FAQ for details.
5. Submit the Completed Request
After entering all information and attaching evidence, finalize your submission.
Key Considerations for Successful Claims
- Never mark items as [Return Completed] before thorough inspection - This forfeits your claim rights
- Remote area surcharges follow standard responsibility rules
- Coupang's instant refund policy triggers upon carrier pickup - inspect returns immediately
- Provide focused, high-quality evidence directly supporting your claim
- Include detailed descriptions of all defects or discrepancies
Tracking Claim Status Updates
The [Coupang Confirmation Request] column displays your claim's progress with these possible statuses:
- Eligible for compensation - Ready for submission (within 168 hours)
- Compensation received - Application submitted (5 business day review)
- Under review - Processing underway
- Approved - Claim accepted for payment
- Rejected - Denied or partially approved (view reasons by clicking [V])
Handling Rejected Claims
If rejected, carefully review the reasons and resubmit with corrections (one resubmission allowed). Common rejection causes include:
- Irrelevant supporting materials
- Unclear claim details
Withdrawing Applications
Claims can only be canceled while in [Compensation received] status. Note that shipping fee claims become permanently ineligible after withdrawal .
Strategic Approach to Returns Management
While Coupang's return policies may initially seem seller-unfriendly, understanding the confirmation request process empowers sellers to minimize losses. Successful claims depend on timely action, clear evidence, and detailed documentation. Proper implementation of these procedures helps maintain profitability while operating on the Coupang platform.