Bought a 2.7 Million Won Padded Jacket, Then Faced Three Months of “Delivery Delays”... Shopping Mall Also Delayed Refund [The Essentials of Consumption]

[Financial News]#. "I paid nearly 3 million won for this padded jacket, but it has not arrived and I have not received a refund either."Consumer A purchased a luxury down jacket from an online shopping mall for 2.7 million won in January last year. It was an expensive garment purchased as a major splurge, but delivery had still not begun two months after the order was placed. Consumer A made several inquiries, but the seller only replied that there was a problem with the customs-clearance process.
Consumer A eventually requested a refund, or withdrawal of the purchase contract, on March 31 of the same year. However, the business kept putting off processing the request. Having received neither the jacket nor a refund, Consumer A filed for damage relief with the Korea Consumer Agency (KCA).
According to the KCA on the 13th, Consumer A was not the only person harmed by the business. From March to April of the same year, 142 related consumer consultations and 22 damage-relief applications were filed with the KCA.
Article 15(2) of the Act on the Consumer Protection in Electronic Commerce states that a mail-order seller must notify consumers without delay if it learns that it will be difficult to supply an ordered product. If the consumer has paid in advance, the seller must issue a refund or take the necessary steps to process one within three business days of the payment date. However, the seller in question had stopped responding to calls and messages.
Based on the order and payment records submitted by consumers, the KCA identified three payment processors used by the shopping mall. It then asked each processor to cooperate by withholding settlement of the sales proceeds and enabling refunds to consumers. Through this collective redress effort, 271 consumers, including Consumer A, ultimately received approximately 580 million won in refunds.
The KCA urged consumers to check a seller’s contact information, business address, business registration number, whether it is registered as a mail-order business, and recent purchase reviews before buying products online. It also advised consumers to avoid cash or bank-transfer payments, particularly when purchasing expensive products. A KCA official said, "Cash payments may be subject to delayed refunds or may be difficult to recover, so using credit-card installment payments is recommended." The official added, "In preparation for potential disputes, it is advisable to retain evidence related to the transaction, such as order information and payment records."
[email protected] Hyunji Kim Reporter