Five organizations related to delivery platforms, including the Small Business Federation, called on Coupang and Coupang Eats on October 9 to establish a compensation plan for the recent system outage.
In a statement released on October 11, the Small Business Federation, National Merchants Association, Korea Restaurant Association, Korea Franchise Business Association, and National Cafe Owners Cooperative said, "The network error situation has directly threatened the survival rights of small businesses beyond mere inconvenience."
They emphasized, "We must not ignore the suffering and cries of food service workers who rely on late-night delivery sales and small businesses that, despite spending on expensive promotions and advertising, could not secure proper sales opportunities online."
The groups urged Coupang to transparently assess the business losses incurred by small businesses due to the outage and to swiftly prepare a practical and comprehensive compensation plan, including refunds for advertising costs.
The system error, which occurred for over two hours starting at midnight on October 9, halted delivery orders through Coupang Eats.
After accepting orders, the system malfunction prevented the completion of cooking buttons or made it difficult for riders to confirm customer addresses upon arrival at stores, leading to delivery failures.
Coupang Eats apologized for the temporary service error, stating, "We sincerely apologize for the inconvenience caused. We are implementing a '100% compensation plan equivalent to normal sales' for orders canceled during the outage and have promptly informed the business owners about this measure."
They added, "The settlement will be processed automatically without a separate application procedure, and advertising costs for canceled orders during the outage will not be charged to the business owners."
In a statement released on October 11, the Small Business Federation, National Merchants Association, Korea Restaurant Association, Korea Franchise Business Association, and National Cafe Owners Cooperative said, "The network error situation has directly threatened the survival rights of small businesses beyond mere inconvenience."
They emphasized, "We must not ignore the suffering and cries of food service workers who rely on late-night delivery sales and small businesses that, despite spending on expensive promotions and advertising, could not secure proper sales opportunities online."
The groups urged Coupang to transparently assess the business losses incurred by small businesses due to the outage and to swiftly prepare a practical and comprehensive compensation plan, including refunds for advertising costs.
The system error, which occurred for over two hours starting at midnight on October 9, halted delivery orders through Coupang Eats.
After accepting orders, the system malfunction prevented the completion of cooking buttons or made it difficult for riders to confirm customer addresses upon arrival at stores, leading to delivery failures.
Coupang Eats apologized for the temporary service error, stating, "We sincerely apologize for the inconvenience caused. We are implementing a '100% compensation plan equivalent to normal sales' for orders canceled during the outage and have promptly informed the business owners about this measure."
They added, "The settlement will be processed automatically without a separate application procedure, and advertising costs for canceled orders during the outage will not be charged to the business owners."
* This article has been translated by AI.
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