Why Is Withdrawing from Coupang So Complicated? Users Frustrated by Endless Obstacles

Surge in Coupang Account Withdrawals After Data Breach
Users Frustrated by Complicated Steps and Repetitive Pop-ups

With the personal information of 33.7 million Coupang subscribers leaked, there has been a surge in users attempting to withdraw from the platform. However, criticism is mounting over the excessively complicated withdrawal process, sparking controversy over Coupang's membership management policies. Some have pointed out that the procedure, which requires users to go through at least six steps to complete withdrawal, is a type of 'dark pattern' that makes it difficult for consumers to leave.

Coupang Headquarters. The Asia Business Daily DB

On December 2, posts sharing tips on 'how to withdraw from Coupang' have been spreading across online communities. As more users consider leaving following the data breach, people are sharing their firsthand withdrawal experiences and strategies. However, many users complain that "it takes several minutes just to find the withdrawal button," highlighting the inconvenience.

To withdraw using the Coupang application (app), users must first access the 'Edit Member Information' menu in 'My Coupang,' scroll all the way down, and then switch to the PC version. After that, they must re-enter their password, review their usage history, and complete both multiple-choice and subjective surveys before they can finally submit a withdrawal request. The process does not end in a single step; instead, users must go through a series of consecutive verification steps, which many say is time-consuming.

Image of the withdrawal button on the Coupang website. Coupang website

The situation is not much different on the website. After logging in, users must scroll to the very bottom of the 'MY Information - Check/Edit Personal Information' page to find a small notice that reads, "If you wish to withdraw, please click the withdrawal button on the right." Only then does the withdrawal button become visible. Even after clicking the button, users must repeat identity verification and survey steps.

For paid 'Wow Membership' subscribers, the path to withdrawal is even more arduous. They must first cancel their membership, but during the cancellation process, a series of pop-ups appear warning about the loss of 'Wow discounts' and 'early morning/same-day delivery benefits,' making users hesitate. Users must scroll to the bottom and click 'Give Up Benefits' multiple times to complete the cancellation, after which they can finally enter the six-step withdrawal process again.

Comments on posts sharing these withdrawal methods include reactions such as "I finally withdrew," "I don't understand why it's so hard just to stop using the service," and "This is basically clinging to users." There are also many reports of users giving up halfway through the withdrawal process.

Meanwhile, due to Coupang's lukewarm response, some consumers have begun organizing collective lawsuits. There are about ten Naver cafes preparing class action lawsuits against Coupang, with a combined membership of approximately 245,000 people. Separately, a KakaoTalk open chat room is also being used to discuss legal action. Consumer groups are demanding effective countermeasures from Coupang and have warned that if improvements are not made, they will launch collective actions such as mass withdrawals and boycotts.

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