As Coupang, which sparked controversy over a personal information leak, began giving customers purchase vouchers (compensation coupons) starting on the 15th, strict usage conditions are drawing criticism. As the guidance explaining the types of purchase vouchers expanded from six sentences to 22, some Coupang customers are pushing back, calling it "for show" and a "condition hell."
Coupang began distributing purchase vouchers to customers in phases starting this morning. There are four types of purchase vouchers being issued: ▲ 5,000 won for Coupang ▲ 5,000 won for the delivery platform Coupang Eats ▲ 20,000 won for the travel platform Coupang Travel ▲ 20,000 won for the luxury platform R.LUX.
◇ More products excluded from purchase voucher use
Through its FAQ (frequently asked questions), Coupang had provided only brief guidance on the types and amounts of purchase vouchers. Previously, the four types of purchase vouchers and their amounts were listed. The only proviso was, "Eligible products can be checked on the detail page, and some products such as books, infant formula, and gift certificates are excluded."
Coupang revised the FAQ the day before, one day ahead of voucher distribution. The amount of guidance increased significantly. For the Coupang and Coupang Eats purchase vouchers, a sentence was added that says, "Some products (books, infant formula, some jewelry, gift certificates and cash-equivalent products, tobacco-related products, e-cigarettes, USIM, insurance, etc.) are excluded."
For the delivery food application (app) Coupang Eats, new conditions were also specified, such as "Not available for pickup orders" and "Applies when ordering at or above each store's minimum order amount."
For the Coupang Travel purchase voucher, new entries were added such as "E-coupons/hotel buffets excluded" and "Depending on partner circumstances, inventory policies, and operating conditions, some products, dates, and rooms may be excluded." (☞[Exclusive] Able to buy 'chicken and coffee' on Coupang Travel... "Worried the compensation coupon will be blocked")
For the Coupang and R.LUX purchase vouchers, it was also noted that "Shipping and return fees may be charged separately under existing policies."
◇ Angry customers: "Said they would compensate, but piled on restrictions"
As Coupang's purchase voucher conditions have become stricter, cynical reactions are spreading across online communities. One Coupang customer said on X, "They said they would compensate, but instead they layered on restrictions that make it hard to use," adding, "It feels like it's just for show, and from a consumer's standpoint the disappointment and sense of betrayal are big."
Other online communities also saw reactions such as, "Isn't this basically saying Coupang is selling without taking a commission even once?" "You can't even buy chicken at this point," and "They won't come to their senses unless they're banned from doing business."
Some suspect Coupang tightened the conditions as tips for using the purchase vouchers spread. Previously, information circulated on social media (SNS) that through the "Tickets/Passes" menu on Coupang Travel, you could buy e-gift cards for major franchises such as coffee, chicken, hamburgers, pizza, and movie tickets, rather than travel products.
However, as Coupang restricted the purchase of E-coupons on Coupang Travel, in effect it has become difficult to use the 20,000 won coupon for anything other than travel.
Coupang is said to have revised the FAQ content as guidance after finalizing detailed guidelines for using the purchase vouchers.