Delivery Tracking + Return Request + Return Pickup
Naver Pay is a service that allows users to conveniently access all stages of shopping, payment, and delivery management with just one Naver ID, without having to sign up as a member for various malls. It has received great acclaim from customers and sellers alike as a way to increase the convenience and accessibility of consumers and we provide delivery information for orders paid with NAVER Pay. In addition, in order to support the business convenience of sellers in the Naver Smart Store and to enhance the quality of logistics, we provide a return request/invoice printing/affiliate courier service, resulting in fast delivery and returns to both customers and sellers, to the satisfaction of all.
Fortification of Seller Logistics
Higher Customer Satisfaction
Since the introduction of our Delivery Information Synchronization Solution in 2012, Coupang has been carrying out various reforms on delivery quality and return processes through a long-term close logistics partnership with goodsFLOW.
The combination of a specialized returns network using a seller-contracted courier and a Coupang-only courier increased the rate of returns, and refunds were quickly processed automatically, completing this highly-refined process of returns to the satisfaction of both customers and sellers. In addition, Coupang has been conducting a variety of pilot logistics services with goodsFLOW, including a scheduled pick-up and return service for VIP customers.
Building an interface with a large number of courier companies in-house was a very tough task in terms of technology and costs. Since each courier company has different processing systems, procedures, and explicit regulations, on top of constantly being in flux, we carried a significant challenge: collect and manage information stably, and provide information to customers consistently.
It was goodsFLOW's 'Baesong Jikimi' service that solved these concerns. By establishing just one interface with goodsFLOW, it became possible to automatically link to all shipping companies, and goodsFLOW had already proved itself to be a stable and standardized information provider to many e-commerce companies for decades, through comprehensive linkages with over 50 domestic and foreign shipping companies. Because of this, we have been able to trust in their technology even more.
I believe goodsFLOW has been an indispensable partner to Coupang's growth.
Since March 2015, we have been providing NAVER LINE FRIENDS with logistics agency services for store sales and event supplies, and since June 2017, real-time inventory linkages have been established through API linkage with LINE FRIENDS SAP. In addition, we have built and operated a fulfilment service so that mass shipments (thousands of cases per day) of event products from Line Music can be handled through our inter-system linkage.
Hyundai Hmall is directly linked to four major domestic couriers such as CJ Korea Express, the Post Office, Hanjin Express, and Lotte Express, but it could not be linked with other shipping companies used by numerous partner sellers, and thus implemented goodsFLOW Delivery Info Sync Solutions in 2016. Since it is very inefficient and risky to directly link up with dozens of shipping companies in Korea and abroad, we were able to build a logistics system quickly and reasonably through goodsFLOW's professional Delivery Info Sync Solutions.
In addition, Hyundai Home Shopping has been operating premium services since 2016 that have deliveries occurring within 3 - 5 hours on the same day by dedicated personnel from the goodsPOST Yongsan Logistics Hub shortly after the broadcast of high-end products such as luxury bags and clothing. With great positive response from customers, returns are rapidly decreasing and our service range is gradually expanding every year.
In the case of existing courier services, it was difficult to meet the level of service desired by home shopping customers, since it is not easy to meet customers face-to-face due to the characteristics of the delivery job and the fact that the products arrive on average about two days after ordering.
However, goodsFLOW's 3 ∙ 5 Prime Delivery Service delivered to customers faster and more accurately than regular courier service, and it has also been highly praised by customers because it is not expensive (99/100 according to customer surveys). In particular, the return rate, which is a disadvantage of home shopping,has been reduced by nearly 70% due to the introduction of goodsFLOW's '3 ∙ 5 prime delivery service', and we look forward to expanding the range of that service soon.