Coupang Eats Provides Customized Care for Partner Store Owners to Prevent Malicious User Damage

National Franchise Owners Association Signs MOU to Strengthen Protection Measures for Tenant Companies

[Asia Economy Reporter Kim Bo-kyung] Food delivery service Coupang Eats signed an "Agreement to Prevent and Protect Franchisees from Damage Caused by Malicious Users" on the 12th at the National Assembly together with the National Franchisee Council.

Through this agreement, Coupang Eats plans to establish institutional improvement measures to ensure that the legitimate rights of franchisees and customers are not infringed upon by malicious users, and mutually strive to spread related policies throughout the industry.

Previously, Coupang Eats proactively implemented measures to prevent damage to franchisees. They established a dedicated organization for franchisee protection and support, introduced a feature allowing franchisees to directly respond to customer reviews, and simplified the reporting process for rights violations related to malicious reviews. Malicious reviews that could harm franchisee operations are immediately blinded for 30 days in accordance with relevant laws.

While strengthening existing policies, Coupang Eats will actively introduce new policies to protect franchisees. In particular, they plan to operate a "Store Operation Support Team," where dedicated personnel will be assigned to each store to provide multifaceted support for any difficulties. This is expected to enable customized care tailored to each franchisee.

Additionally, Coupang Eats, the National Franchisee Council, and the Korea Foodservice Industry Association have agreed to form a separate permanent consultative body to specify implementation plans and closely cooperate on all aspects of service use in the future.

A Coupang Eats official stated, "We expect this agreement to serve as an opportunity to prevent damage to franchisees caused by malicious users, which has become a social issue, and to guarantee customers' legitimate rights. We will strive to ensure that related policies spread not only within the industry but throughout society."

This content was produced with the assistance of AI translation services.