Customer Privacy Notice – Taiwan
Coupang Taiwan Co., Ltd. (hereinafter referred to as “we”), as a member of the globally operating Coupang Group, is committed to creating an enjoyable online shopping experience for our customers. We understand that offering clear and transparent information about how we collect, process, use, transfer, and protect personal information is essential to gaining our customers’ trust, and by building this trust, we aim to ensure that customers can have peace of mind when sharing their personal information and can fully enjoy the well-crafted shopping experience we provide.
The purpose of this Privacy Notice is to explain how we collect, process, use, transfer, and protect your personal information in compliance with Taiwan’s Personal Data Protection Act and the regulations set by the Ministry of Digital Affairs. You may choose to read the entire document or focus on specific sections of interest by referring to the headings provided above.
1. What Personal Information We Collect
1.1 Member Registration – Registration Name, Email, Phone Number, Password, Member Number
- When you register as a member with your email, we will collect your registration name and phone number, and setting up a password is also required.
- When you register through an account from a third-party service provider (such as Apple or LINE), we will obtain your aforementioned registration information from the respective third party.
- Once your membership account is established, we will assign you a member number.
1.2 Ordering Products / Canceling Orders – Recipient Information, Payment Information, Product Details, Age Restrictions (Specific Product Age Limitations), Name / Phone Number / ID Number (Cross-Border Shopping)
- When you purchase through our website or app, we require you to provide recipient information, including name (defaulted to your registered name), phone number (defaulted to the number you provided during registration), delivery address, and your credit card information (when choosing credit card as a payment method) or third-party payments method (Line Pay, Apple Pay). Please note that if you provide personal information of a third party, you must warrant that you have the right and legal authority to provide such third party’s personal information to us.
- When purchasing age-restricted products, please ensure that you have attained the age of 18.
When purchasing cross-border products (Rocket Overseas), you are required to provide the recipient’s name, phone number, and Taiwan ID card number or alien resident certificate number. These details must correspond with the real-name authentication information registered in the EZWAY App from Trade-Van Information Services Co.
- When you request to cancel an order (return/refund), we will need to obtain the contact person’s name, phone number, and pick-up address. Additionally, if you opted for cash on delivery during your purchase, we will also need to acquire your financial account information to process the refund.
- When you place / cancel an order, we will consequently obtain and retain the details of your order, including details of the items, total amount, method of payment, any special requests or instructions, cancellations and refunds, as well as the use of Coupang Cash or other reward credits.
1.3 Customer Service – Name, Phone Number, Email, Communication Records
- When you reach out to us for consultation, seek support, or file a complaint, we will need to obtain your name and contact information.
- We will retain records of the communications you have with us, including phone calls, emails, messages left on our website or app, instant messaging, social media, or other communication channels.
1.4 App/Website Usage – Device Information, Usage Behavior, Cookies and Other Similar Tracking Tools, Device IDs
- When you use our App or website, we will obtain your device information, including the type of device and the type/version of OS.
- We will record your usage behavior, including log ins/outs, searching/browsing products, tracking products, purchasing products, canceling/returning/exchanging products, reviews on products, and the use of Coupang Cash and coupons, as well as diagnostic information and IP address during these activities.
- When you browse our website, we will store cookies or other similar tracking tools in your browser; when you use our app, we may obtain your device ID.
1.5 Freedom of Choice to Provide Information
- Please note that, in accordance with our data collection purposes as outlined in Article 2 below, providing incomplete or inaccurate personal information may prevent us from achieving the intended outcomes. For instance, if the recipient’s name does not match the name on the personal ID, it may affect the completion of the convenience store pickup process.
2. Why We Collect and How We Use Your Personal Information
2.1 Membership Management
- Your email or the account you use from a third-party service provider will serve as your membership account.
- The name you register with us will be displayed as your member name and will be the default recipient name for order information, which will be disclosed on parcel consignment forms.
- We will use the phone number you provide during registration to send verification text messages.
- Your member number will be used for the purpose of managing your membership account.
- The shipping addresses you provide will be recorded in your membership information for your selection in purchases.
2.2 Performance/Termination of Contract
- Shipment/Return of Products
We will use the recipient information provided by you to ship or retrieve products. If necessary, we will contact the recipient via phone to confirm the details of the shipment or retrieval. - Payment
We will collect payment with the method you provide. If you use a mobile payment or other payment method provided by a third party, the relevant payment information will be collected by that third party and managed in accordance with their privacy policies. Before your use of their services, you should review their privacy policies carefully, since we are not response for those policies. - Refund
In the event that you cancel an order, we will process the refund via credit card reversal or transfer the refund to the financial account you provide (if you selected cash on delivery at the time of purchase). - Age Verification
Due to legal age restrictions on certain products, we are required to verify that you are at least 18 years old to determine the validity of the order. - Cross-Border Shopping and Customs Declaration
When you purchase cross-border products (Rocket Overseas), we will provide recipient information and order details to offshore sellers to arrange shipment and to comply with customs declaration requirements. - Invoice Issuance
Upon completion of the order, we will provide the necessary information to service providers to issue the invoice.
2.3 Customer Service
- We will use the name and contact information you provide during your request to consultation, support, or complaints to contact and respond to you.
- To ensure the rights of both parties and the accurate transmission of information, we will use the communication records between both parties to confirm the appropriateness and accuracy of the customer service we provide.
2.4 Service Optimization
- We are committed to creating a high-quality shopping experience for our customers. Therefore, we will analyze the usage behavior or order information of all customers to optimize our products and services (e.g., improving website/app design, adjusting delivery routes, etc.).
2.5 Market Analysis and Research
- To maximize market demand satisfaction, we will analyze the order situation of various types of products to assist us in making accurate market decisions.
- We will also arrange survey interviews occasionally and might contact you to ask for your valuable suggestions on our products or services with your consent.
2.6 Promotions and Marketing
- We offer coupons or launch marketing activities occasionally and therefore need to use member information, order information, device information, usage behavior, cookies and other similar tools, as well as device IDs to track behavior information to confirm coupon eligibility or to select target customers for marketing activities (e.g., customers with a fixed demand for specific products) and send/promote coupons or marketing information, or display marketing advertisements.
2.7 Notification
- When there is information involving customer rights or other shopping processes (e.g., ordering, delivery, restocking, reviews, customer service), we will notify you by your contact information or push notifications in the app.
2.8 Prevention of Fraud and Abuse
- To ensure fairness for every customer and to prevent the abuse of our services, we will use information to detect fraud or other improper behaviors.
2.9 Account Security
- To secure the safety of members’ accounts, we will use customer information (e.g., IP address, device information) to identify or alert suspicious account login behavior.
2.10 Fulfillment of Obligations / Exercise of Rights
- When we are legally obligated to submit information (e.g., in a criminal investigation on fraud cases), or exercise our rights (e.g., in legal proceedings for consumer disputes), we may need to provide customers’ personal information to the necessary third parties (e.g., competent authority or judicial authority).
3. Who Will Obtain Your Personal Information and Where
To achieve the purpose of collecting personal information or to comply with legal requirements, we may need to store or provide your information to third parties under specific circumstances. These include:
3.1 Affiliated Companies: South Korea, United States, India and China
- As a multinational corporation, Coupang Group shares numerous technological and human labor resources globally to support each other, providing customers with the highest standards of service through consistent management.
- We store customer information in cloud spaces managed by affiliated companies located in South Korea (with backups in Singapore), protecting customers’ personal information and related systems according to the personal information protection regulations of Taiwan and South Korea.
- We strictly limit the personnel of Coupang’s affiliated companies in South Korea, the United States and India to access customers’ personal information only to the minimum extent necessary to support our operations (e.g., access to member numbers only).
- For limited system development and maintenance purposes, network identifiers or transaction-based codes (e.g., member number, order number, invoice number, PCID) that do not directly identify the data subject may be transmitted over a secure network to our affiliates in China. The transmitted data will be deleted immediately upon the completion of the business purpose.
3.2 Service Providers: Taiwan, South Korea, United States, Japan, Australia
- We use external service providers to assist in our operations. To the extent necessary to achieve the purpose of collecting personal information, we provide personal information to service providers based on business needs, including:
- Payment Processors (South Korea, United States)
- Third-Party Payment Tool Providers (Line Pay, Apple Pay)
- Logistics Service Providers (Taiwan)
- Customs Broker (Taiwan)
- Electronic Invoice Service Providers (Taiwan)
- Customer Service (Taiwan: Customer Service Personnel / Japan: Customer Service System)
- Survey (Survey System: Australia)
3.3 Offshore Sellers: South Korea, United States
- When you purchase products from offshore sellers (South Korea: Coupang Corp. / United States: Coupang LLC.) through our “Rocket Overseas” service, we provide order information to sellers to arrange shipment. Sellers will provide necessary information to local logistics providers and customs brokers to fulfill the contract and provide order information to customs for legal declaration.
3.4 Advertisers
- We will select target members based on specific activities and provide device IDs, phone numbers, or emails to advertisers (e.g., Google, Meta, Criteo) to deliver our advertisements.
- We will also allow advertisers to obtain members’ cookies or other tracking information, enabling advertisers to use algorithms or other methods to find the most suitable advertising targets for us.
3.5 Competent Authorities / Judicial Authorities / Other Parties.
- When we need to fulfill legal obligations or exercise our legal rights, we may provide customers’ personal information to the competent authorities or judicial authorities, or to parties we entrust to handle related matters (e.g., law firms).
4. The Duration of Our Utilization/Retention of Your Personal Information
4.1 We will utilize personal information for the entire duration needed to serve the purposes listed in Article 2. Upon the achievement or if these specific purposes cease to exist (for instance, when you delete your membership account, disable in-app notifications, or refuse to accept marketing information), we will cease utilizing your personal information for such purposes.
4.2 Unless one of the following circumstances occurs, we will delete, destroy, or anonymize your personal information in an irreversible manner or render it unidentifiable upon the complete cessation of the specific purposes for which we collected your personal information:
- The statutory period for retention.
- Under reasonable presumption that the deletion of information shall infringe your protectable interests.
- There is legitimate justification to suggest that the information cannot be deleted.
- Your written confirmation not to delete the information.
5. What We Do to Protect the Safety of Your Personal Information
5.1 In order to prevent the customers’ personal information from being stolen, altered, damaged, loss, leaked, or infringed in any other form, we take various management schemes and technical measures to safeguard the security of customers’ personal information. For instance:
- Conduct periodic internal audits toward information security and set up maintenance plan to ensure the information protection measures effectively function.
- Implement security solutions, such as intrusion prevention systems, to prevent unauthorized external personnels from accessing and using the personal information.
- Keep records of the personal information usage history and establish measures to prevent tampering or alteration of such records.
- Encrypt personal data and any substantial data (such as passwords) during transmission.
- Implement a system that is capable of identifying and preventing network intrusion attempts and can be monitored for 24 hours, and install antivirus software to prevent computer virus attacks.
- Exclusively granted access to personal information to employees under specific duties and on a need-to-know basis; and
- Conduct periodic privacy and security obligation education training for employees handling personal information.
5.2 However, given the nature of the online environment, we cannot guarantee absolute security, and thus we had to remind you to diligently safeguard the security of the devices, equipment, and login information you use. This is to prevent unauthorized access, illegal usage, acquisition of login information, alteration of basic personal information, and destruction of records by others.
6. The Rights You Can Exercise and How to Exercise Them
We want our customers to have opportunity to exercise control over their personal information,
6.1 Therefore, you may access the following in-app features at all times:
- To delete your user account.
- To change your registered name, phone number and email address.
- To edit in-box recipient information (in-box recipient name, telephone number, mail address, zip code).
- To switch on/off in-app broadcasting.
- To view the Manual, please refer to the following steps: My Coupang > CS Center > Q&A> Personal Information
6.2 You may also suspend our use of cookies and other similar tracking tools or mobile device identifiers through the privacy settings of your internet browser or mobile device.
6.3 According to the Personal Data Protection Act, you may exercise your rights in terms of your personal data to us. We will fulfill your request in the statutory time period unless an exception stipulated by law applies:
- The right to make an inquiry or access (completed within 15 days of acceptance: Should there be a necessity to extend the period, a written notice stating the reasons may be issued to extend the period by a maximum of 15 days).
- The right to request a copy (completed within 15 days of acceptance; should there be a necessity to extend the period, a written notice stating the reasons may be issued to extend the period by a maximum of 15 days.).
- The right to make a correction or update (completed within 30 days of acceptance；Should there be a necessity to extend the period, a written notice stating the reasons may be issued to extend the period by a maximum of 30 days.).
- The right to suspend the collection, processing or use (completed within 30 days of acceptance； Should there be a necessity to extend the period, a written notice stating the reasons may be issued to extend the period by a maximum of 30 days.).
- The right to delete your personal information (completed within 30 days of acceptance； Should there be a necessity to extend the period, a written notice stating the reasons may be issued to extend the period by a maximum of 30 days.).
6.4 If you wish to exercise the aforesaid rights, please contact our customer service center by calling (02)5592-7298, or you can reach out to our customer service team via email at help_tw@coupang.com, or contact our privacy compliance team at privacy.tw@coupang.com.
7. Further Inquiries
If you have any inquires regarding this Privacy Notice, please contact us via email at privacy.tw@coupang.com.
8. The Effective Date and Amendment of the Privacy Notice
8.1 This version of Privacy Notice took effect on 8/27/2024. Any changes to this Privacy Notice that will substantially affect the parties‘ rights or obligations will be informed to you in advance via email, website pop-up window, in-app broadcasting or any other suitable forms. Should there be any additional statutory requirement, we will seek for your consent prior to the Privacy Notice taking effect.
8.2 Additionally, should there be any further requirement to collect, process or use your personal information in light of the launching of any new services, we will inform you in our Privacy Notice and seek your consent if required by law in accordance with the Personal Data Protection Act.
Last Updated on 8/27/2024