YES24 Issues Apology and Compensation Plan Following Cyber Attack

YES24 has officially apologized and announced its first compensation plan one week after a cyber attack. On June 16, co-CEOs Kim Seok-hwan and Choi Se-ra issued a statement expressing deep regret to customers and partners affected by the incident, stating, "We are fully committed to restoring trust and recovering from the damages caused by this incident."

The co-CEOs explained that while they promptly reported the incident, the nature of the ransomware attack required them to be cautious about the timing and extent of information released, as hackers could monitor external responses or pose further threats. They acknowledged the delay in providing accurate information to customers and promised to communicate more transparently in the future.

As of 6 PM on June 16, YES24 has restored services for purchasing books, music, stationery, eBooks, and ticketing, with some additional services like reviews being gradually reinstated.

YES24 also outlined compensation measures based on service types. Customers wishing to return items shipped between May 26 and June 15 can do so free of charge. For orders scheduled for shipment between June 9 and June 13, customers will receive 2,000 points due to shipping delays. Additionally, eBook users will have their rental periods extended by five days.

Here are the detailed compensation guidelines by service type:

- **Members with Expired YES Gift Certificates/Coupons**: Those whose certificates or coupons expired during the service disruption (June 9-13) will have their validity extended until June 20.

- **Event Participants**: Members who checked in at least once before the service disruption will receive points for each day checked in from June 9 until the event resumes.

- **Free Returns**: Customers wishing to return items shipped between May 26 and June 15 can initiate returns through their My Page, citing delivery delays.

- **Shipping Delay Compensation**: Orders scheduled for shipment between June 9 and June 13 will earn 2,000 points.

- **Store Pickup**: Customers with uncollected orders from June 5 to June 9 will also receive 2,000 points.

- **Buyback Delays**: Customers affected by buyback delays will receive 10% of the final purchase price as additional compensation.

- **Ticket Refunds**: Customers unable to attend events from June 9 to June 11 will receive a 120% refund of their ticket price, while cancellations will receive a 20% refund.

- **Crema Club Extension**: All valid members as of June 8 will have their subscription extended by 30 days.

- **eBook Rental Extension**: Customers who rented eBooks during the disruption will have their rental periods extended by five days.

YES24 is working diligently to ensure a smooth recovery and restore customer confidence.