Support routes
Korea eSIM intends to provide support for orders, Red eSIM QR delivery and setup, Gold USIM airport pickup, compatibility questions, and cancellation or refund reviews through approved storefront channels.
Choose the route for the issue
- Store support: order details, digital delivery, pickup coordination, and policy requests.
- Service-partner support: network, registration, or airport-counter matters when directed by Korea eSIM.
- Privacy contact: access, correction, deletion, or other privacy-rights requests.
Client review required: Approve the official support email address.
Client review required: Approve the official support telephone number.
Client review required: Approve the official web contact route.
Client review required: Approve the publishable business address.
Client review required: Approve ChannelTalk as a production support route.
Client review required: Define the request categories handled through ChannelTalk.
Information to include
Customers should provide their Shopify order number, purchased product, a concise description of the issue, and relevant timing or pickup details. Providing this information may help staff locate the order and route the request.
Sensitive information
Customers should not send passport numbers, payment card numbers, passwords, authentication codes, or other highly sensitive information through general support messages. If additional verification is necessary, support should direct the customer to an approved secure process.
Hours and languages
Support availability and response handling may differ by channel, issue type, language, public holiday, airport counter, and service-partner schedule.
Client review required: Set the support operating hours.
Client review required: Set the support time zone.
Client review required: Set the support holiday coverage.
Client review required: Approve the after-hours message treatment.
Client review required: List the languages available for each support channel.
Client review required: Approve the unsupported-language request procedure.
Airport pickup escalation
For a Gold USIM pickup problem, the customer should provide the order number, airport and terminal, selected counter, pickup date, and relevant arrival details. Store support should distinguish coordination assistance from decisions controlled by the airport roaming center.
Client review required: Approve delayed-flight escalation handling.
Client review required: Approve terminal-change escalation handling.
Client review required: Approve counter-closure escalation handling.
Client review required: Approve missing-order escalation handling.
Client review required: Approve no-show escalation handling.
Client review required: Approve the SK Telecom support telephone number.
Client review required: Define when customers should contact SK Telecom.
Client review required: Approve the SK Telecom call-cost notice.
Client review required: Approve the SK Telecom language notice.
Response expectations
Korea eSIM should acknowledge and review support requests within approved service targets, but response and resolution time may depend on the request, evidence, travel timing, service partners, and applicable law.
Client review required: Set the acknowledgement target for each support channel.
Client review required: Set the review target for each support channel.
Client review required: Set the escalation target for each support channel.
Client review required: Set the resolution target for each support channel.
Privacy requests
Privacy-rights requests should use a dedicated route where required and should be handled separately from routine order support.
Client review required: Approve the privacy contact route.
Client review required: Approve the privacy identity-check method.
Client review required: Assign the privacy escalation owner.
Client review required: Approve the privacy response procedure.
Review checklist
- Confirm official support contacts and ChannelTalk routing.
- Approve support availability and language coverage.
- Confirm airport escalation procedures.
- Approve SK Telecom contact guidance and notices.
- Set support response and resolution targets.
- Confirm privacy request routing, verification, ownership, and response procedure.