Imagine shipping products only to face unreasonable refund requests or platform-enforced refunds while goods are still in transit. Who bears the loss? Many sellers experience this frustrating scenario. While we previously shared Coupang's refund appeal process, sellers reported complexity, frequent rejections, and timing challenges. This enhanced guide provides a more effective approach to reclaiming rightful compensation.
1. Clarity in Appeal Options: Making the Right Selection
The foundation of successful appeals lies in selecting the appropriate option that matches your specific situation. Below are strategic recommendations for common scenarios:
- Fundamental Principle: Identify the exact refund reason and choose the most corresponding option.
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Common Scenarios:
- Shipped products with buyer refund requests: Select "Buyer received goods but requested refund" or equivalent.
- Platform-initiated refunds without product return: Choose "Goods not returned but refund issued" or similar.
- Returned product issues (damage/missing items): Opt for "Problems with returned merchandise" with detailed descriptions.
2. Overcoming Rejections: The Power of Documentary Evidence
Appeal rejections often stem from insufficient proof. When requesting platform reimbursement, compelling evidence is non-negotiable. Below is an evidentiary framework for various situations (applicable to CGF/CGFLITE/self-shipping models):
Universal Documentation:
- Customer communication records: Screenshots of chat logs or call histories demonstrating outreach attempts.
Situation-Specific Evidence:
- Missing/partial returns: Warehouse intake photos, return shipping labels.
- Non-returnable items (custom/perishable): Return attempt records, customization proofs (designs/agreements).
- Damaged/used goods: Comparative images (pre-shipment vs. returned state), packaging proofs.
- Customs clearance failures: Duty payment records, Unipass screenshots, buyer declarations.
- Counterfeit claims: Authenticity certificates, supplier invoices.
- Logistics disruptions: Carrier bankruptcy/industrial action notices.
- Delivery delays: Domestic shipping waybills with timestamps.
3. The 14-Day Imperative: Acting Before Deadline
Even bulletproof cases fail if submitted late. The critical window: 14 calendar days from refund initiation (not necessarily completion). Some cases calculate from the buyer's request date, necessitating immediate action.
4. Strategic Takeaways for Sellers
Mastering Coupang appeals requires methodical preparation: precise option selection, thorough documentation, and strict deadline adherence. This systematic approach safeguards seller interests in the platform's dynamic marketplace.