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Direct settlement

Discussions with the supplier

- A consumer may inform the business and discuss compensation based on the business’s criteria for compensation for loss and damages incurred by the customers. If no such criteria has been set by the business, the matter can be settled under the relevant law or the 「Consumer Dispute Resolution Criteria」 .

Consumer Dispute Resolution Criteria

- Criteria for settlement of disputes involving online shopping businesses based on the 「Consumer Dispute Resolution Criteria」 are as follows (Schedule II, 43 of the 「Consumer Dispute Resolution Criteria」):

Online Shopping Business
Types of disputes		Settlement criteria	Remarks
Signing a contract due to an inauthentic or falsely exaggerated ads		Contract cancellation	The prepaid amount of the consumer shall be refunded within three days of the contract cancellation.
Non-delivery of goods or services		Contract cancellation and compensation for loss and damages
Late delivery past the promised date	Where relevant goods or services failed to attain the purpose of the purchase due to a delay	Contract cancellation or compensation for loss and damages
	Other (inconvenience caused by delay)	Contract cancellation or compensation for loss and damages
Where goods are damaged during delivery or wrong goods/services are delivered		Exchange of goods or refunds for the purchasing price
Unfair price billing		Cancellation of billing or a refund of the unfair price paid
Default on the contract execution due to a reason for which the business is responsible		Contract execution, contract cancellation and compensation for loss and damages

Where the business rejects discussion

- Where a business rejects discussion about the consumers’ complaint or denies a request for compensation, the consumers may ask the Consumer Affairs Center of their local government, the Korea Consumer Agency, or a consumer organization for remedial measures, or file a lawsuit for a small claims case, payment order, civil conciliation or civil suit.

※ Using consumer consultation bodies

You may receive assistance on adequate ways of coping with your situation or compensation for loss and damages through a remedial measure or dispute settlement at the Consumer Consultation Center (☎ 1372 or http://www.ccn.go.kr), relevant bodies of local governments or consumer organizations.

※ 1372 Consumer Consultation Center

The 1372 Consumer Consultation Center is open for discussion about consumer affairs.

-Phone consultation: ☎ 1372 anywhere in the country (Consumer Consultation Center of the Fair Trade Commission)

-Internet consultation: www.ccn.go.kr (Website of the Consumer Consultation Center of the Fair Trade Commission)

Settlement with assistance from the Fair Trade Commission or local governments

Consumer damages settlement organization

- The State and local governments are operating organizations for consumer damage relief, and the Fair Trade Commission has developed and is operating an general consumer support system so as to settle promptly and fairly the complaints issued by the consumers (Articles 16(1) and 16-2(1) of the 「Framework Act on Consumers」).

※ The general consumer support system (Consumer24) provides information required for selection of goods, etc. and prevention and remedy for damages, and receives a request for settlement of remedy for damages of consumers (including settlement of consumer disputes).

- Where a request for relief in an electronic commerce transaction or mail order is filed by a consumer, the Fair Trade Commission, Mayor/Governor, or the head of a Si/Gun/Gu, before making a recommendation for correction or taking corrective measures, may request for a mediation organization dedicated to resolution of disputes over consumer damage (Article 33(1) of the 「Act on the Consumer Protection in Electronic Commerce Transactions, etc.」 and Article 35 Subparagraph 4 of the 「Enforcement Decree of the Act on the Consumer Protection in Electronic Commerce Transactions, etc.」).

Settlement through the Korea Consumer Agency or the Consumer Dispute Mediation Committee

The Korea Consumer Agency or the Consumer Dispute Mediation Committee

- The Korea Consumer Agency operates for an efficient and fair promotion of the consumers' rights and interests (Article 33 of the 「Framework Act on Consumers」).

- The Korea Consumer Agency strives to help consumers receive proper compensation for the damages incurred in a range of goods like clothes, household goods, and automobiles, in addition to services provided in travel, educational, and cultural sectors, and profession areas like finance and medical services.

- Upon the consumers’ application for remedial measure for damages incurred, the Korea Consumer Agency recommends that disputes be settled through an agreement between the parties. If an agreement is not reached, the Consumer Dispute Settlement Commission of the Korea Consumer Agency will decide on mediation.

Request for compensation for loss and damages

In-court settlement

- If the loss and damages incurred are not settled with the business, the consumer may pursue an in-court settlement for a small claims case, payment order or civil conciliation. As a final resort, the consumer may file a civil suit.

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