Naver is tightening how sellers on Naver Smart Store handle customer service, introducing a new "Customer Center Inquiry Management" menu that ties unanswered inquiries to escalating penalties.
Sellers must, in principle, respond to a customer inquiry within one business day, though Naver may set a separate deadline depending on the case. Missing that window triggers a staged penalty: a warning on the first missed reply, and account suspension on the second.
The policy applies to all sellers on Naver Smart Store and takes effect on August 18, 2026. Sellers will need to monitor and respond to inquiries through the newly introduced management menu within the deadline.
This move signals that the platform is elevating post-purchase customer experience — not just successful sales — as a core seller-evaluation criterion. With account suspension as the penalty, commerce marketers running a Naver Smart Store should treat CS response systems as an operational priority on par with ad execution and product-listing optimization.
In practice, it's worth setting up inquiry-alert monitoring, assigning a clear point of contact, and preparing FAQ-based rapid-response templates that guarantee replies within one business day before the rule takes effect. A slow response can effectively halt an entire sales channel, so it's worth reviewing internal CS workflows now — a concern that connects directly to broader questions of marketplace payment and settlement design. For help auditing your commerce operations, see Best Partner's services or get in touch.
It takes effect on August 18, 2026, and sellers must manage and respond to inquiries through the newly introduced 'Customer Center Inquiry Management' menu.
A first missed reply results in a warning; a second missed reply results in account suspension.
In principle, sellers must reply within one business day, though Naver may specify a different deadline depending on the case.
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