Coupang, which drew controversy over a personal data leak, began giving customers purchase vouchers (compensation coupons) on the 15th, but the strict terms of use are stirring backlash. 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 "conditions hell."
Coupang began distributing purchase vouchers to customers sequentially from the morning. There are four types of purchase vouchers being issued: ▲Coupang 5,000 won ▲delivery platform Coupang Eats 5,000 won ▲travel platform Coupang Travel 20,000 won ▲luxury platform R.LUX 20,000 won.
◇More items added to the list of products not eligible for vouchers
Through an FAQ (frequently asked questions), Coupang had provided only brief guidance on the types and amounts of purchase vouchers. Previously, it listed four types of vouchers and their amounts. The only proviso was, "Eligible products can be checked on the detail page, and some products such as books, formula, and gift certificates are excluded."
Coupang revised the FAQ the day before, one day ahead of the voucher distribution. The amount of guidance increased significantly. For the Coupang and Coupang Eats purchase vouchers, the sentence "Some products (books, formula, some jewelry, gift certificates and cash-equivalent products, tobacco substitutes, e-cigarettes, USIM, insurance, etc.) are excluded" was added.
For the delivery food application (app) Coupang Eats, new conditions were specified, such as "Not available for takeout orders" and "Applies only when ordering at or above the minimum order amount set by each store."
For the Coupang Travel purchase voucher, new language was added: "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 say "they promised compensation but piled on layers of restrictions"
As Coupang's purchase voucher terms have become stricter, cynical reactions are spreading on online communities. One Coupang customer said on X, "They said they would compensate us, but instead they layered on restrictions that make it harder to use," adding, "It feels like it's just for show, and from a consumer's perspective, the disappointment and sense of betrayal are huge."
On other online communities, reactions continued such as, "Isn't this basically saying Coupang will sell without taking a commission even once?" "It's to the point you can't even buy chicken," and "They'll only come to their senses if they're banned from operating."
Some suspect Coupang tightened the conditions after "tips" for using the purchase vouchers spread. Earlier, information was shared on social media (SNS) that through Coupang Travel's "tickets/passes" menu, customers could buy e-gift cards from major franchises for coffee, chicken, hamburgers, pizza, and movie tickets instead of travel products.
However, as Coupang restricted the purchase of e-coupons on Coupang Travel, it has effectively become difficult to use the 20,000 won coupon for anything other than travel.
Coupang was said to have revised the FAQ as guidance after finalizing detailed guidelines for using the purchase vouchers.