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August 31, 2012
  • Rakuten, Inc.

Launch of Rakuten Warranty Service, “Safe Compensation Service”

—Enhancing Aftersales Warranty Services for Customers—

TOKYO, August 31, 2012 –Rakuten, Inc. (JASDAQ:4755) will launch the "Safe Compensation Service" on September 3. This is a warranty system that customers of services provided by the Rakuten Group can make use of after they have purchased products through the Group.

 

The "Safe Compensation Service" is a new warranty service that enhances the aftersales services provided by Rakuten, for customers who have purchased products on Rakuten Ichiba or made travel reservations through Rakuten Travel. 

 

Specifically, this service provides three different types of warranty services. The first is the "Shopping Protection" warranty, which is applied when products purchased through Rakuten Ichiba are damaged or stolen within a specific period after purchase. The second is the "Extended Repair Protection" warranty. This warranty is applied when a product purchased through Rakuten Ichiba, and which comes with a manufacturer’s warranty, breaks down within three years from the effective date of manufacturer’s warranty. The third is the "Cancellation Protection" warranty, which is applied when customers cancel their travel tickets or accommodation reservations made through Rakuten Travel for reasons such as injury or illness.  

 

Customers may select a monthly subscription plan (at a monthly rate of 250 yen) or a package plan (at a one-time payment of 1,500 yen for half a year). The maximum amount of compensation that a customer can receive in a year is 100,000 yen.

 

Rakuten introduced the "Rakuten Safe Shopping Service" in October 2007, which provides customers with compensation on the payment they have made for a product if it fails to arrive after payment has been made. By further enhancing the warranty system with the introduction of the new "Safe Compensation Service," Rakuten aims to provide both existing customers as well as new customers of Rakuten Group’s services with a safer and more secure shopping experience than ever before.

 

"Safe Compensation Service"

【Name of service】          "Safe Compensation Service"

 

【Date of start of service】              September 3, 2012 (Mon.)

 

【Overview and features】            

 

<Types of compensation and their description>

 

(1) "Shopping Protection"

This warranty provides compensation for 80% of the purchase price of a product purchased through Rakuten Ichiba, if it is damaged or stolen within 180 days after delivery.

 

(2) "Extended Repair Protection2

This warranty provides full compensation for repair expenses incurred when a product purchased through Rakuten Ichiba, and which comes with the manufacturer’s warranty, breaks down within three years from the effective date of the manufacturer’s warranty.

 

(3) "Cancellation Protection"

This warranty provides compensation for 80% of the warranty fee borne by the customer, when the customer cancels travel tickets or accommodation reservations made through Rakuten Travel for reasons such as sudden injury or illness.

 

* The amount of compensation and the conditions for the maximum amount of compensation provided differ according to the type of compensation. Relevant documents must be submitted before the customer is considered eligible to receive compensation. 

 

<Payment plans>

 

(1) Monthly subscription plan: 250 yen per month

 

(2) Package plan: One-time payment of 1,500 yen for half a year

 

<Membership Rank Privileges >

 

Diamond members -Monthly subscription plan

Waiver of subscription fee for the first month, and 150 Rakuten Super Points every month

-Package plan

1,000 Rakuten Super Points

 

Platinum members -Monthly subscription plan

Waiver of subscription fee for the first month, and 50 Rakuten Super Points every month

-Package plan

500 Rakuten Super Points

 

Gold members   -Monthly subscription plan

Silver members    Waiver of subscription fee for the first month

-Package plan

300 Rakuten Super Points

 

* Please refer to the following website for further details.

http://event.rakuten.co.jp/campaign/warranty-anshin

 

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