When Sharing Apology Notice Link, "Special Offers" Phrase Is Displayed
Downplaying and Reposting Fuel Growing Distrust
It has been pointed out that Coupang is losing further consumer trust as controversies continue to arise during its customer notification process following a large-scale personal information leakage incident. Issues such as incorrect link titles, downplayed expressions, and changes in the posting method have persisted. There is a growing demand for more careful guidance, considering the sensitivity of the matter.
The appearance of the title that appears when sharing the link of the customer notice announced by Coupang. KakaoTalk screenshot
According to the retail industry on December 8, when the link to the customer notice announced by Coupang the previous day was shared externally, the title displayed on the screen read "Coupang's Recommended Coupang-Related Benefits and Special Offers." As a result, a promotional phrase for products was shown first instead of the actual notice.
The link was designed so that users would be redirected to the main page before reaching the notice page. During this process, the default title previously set was exposed as-is when shared externally. The company explained, "This issue occurred during the technical processing and is currently being corrected."
The problem is that this error cannot be dismissed as a simple technical mistake. Since an advertisement-like phrase appeared on a notice regarding a sensitive issue immediately after a large-scale leakage incident, critics argue that the company's response is too lax given the seriousness of the situation.
This is not the first time Coupang's customer notifications have sparked controversy. On November 29, when Coupang first disclosed the leakage, the company used relatively mild terms such as "exposure" and "unauthorized access" instead of "leakage" in its official notice, raising suspicions of downplaying the incident. After the government requested a correction, Coupang posted a more specific notice including the term "leakage," but this time, the link title was marked with a promotional phrase, leading to further criticism.
The revised notice also lacks any mention of compensation for customers or the company's responsibility, which has become another point of contention. Regarding this, industry insiders analyze that "it may have been burdensome for the company to specify responsibility or compensation while the extent and circumstances of the damage are still under investigation."
Coupang stated that the information confirmed to have been leaked so far includes: ▲customer names ▲email addresses ▲delivery address books (names, phone numbers, addresses, apartment entry codes) ▲some order information. The company repeatedly emphasized that payment information such as card or account numbers, login-related information such as passwords, and personal customs clearance codes were not leaked.
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