Apology and notice regarding an issue in the LINE Official Account coupon feature

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Apology and notice regarding an issue in the LINE Official Account coupon feature

We have discovered there was an issue with the coupon feature in LINE Official Account, which allowed coupons not intended to appear to mistakenly be shown on LINE SPOT*1 for a certain period of time.
Through this notice, we would like to provide an overview of the issue and sincerely apologize for any concern or inconvenience caused to LINE official account operators. Please note that at the time of this notice, the issue has already been resolved.

1. Overview

Several coupons which were set as “Don’t include coupon” in the “Include coupon in LINE services” setting of the coupon feature for the app and web versions of LINE Official Account Manager, were mistakenly shown on LINE SPOT for a certain period of time.

Originally, coupons set as “Include coupon” in the “Include coupon in LINE services” setting should have been the only ones shown on LINE SPOT. However, due to an unexpected change in programming behavior, coupons that had been set as "Don't include coupon", instead of “Include coupon in LINE services”, were mistakenly shown on LINE SPOT.

Coupons set as "Don't include coupon" in the "Include coupon in LINE services" setting appeared on LINE SPOT over the following period.
From around 3:10 PM on March 1, 2023 to around 5:50 PM on October 23, 2023.
This issue occurred when the store settings of LINE SPOT were configured to link with LINE official accounts.

Currently, this issue has been resolved and only the coupons set as "Include coupon" in the "Include coupon in LINE services" setting appear on LINE SPOT.

As coupons that were not intended to be displayed were mistakenly shown on LINE SPOT for a certain period of time, they may have been viewed by LINE users who were not the intended audience.
Furthermore, these LINE users may have added the official account as a friend and even used the coupons if they met the conditions required to use the coupons.
As of December 11, we have not received any inquiries related to the above.

2. Occurrence and response

  • March 1, 2023: The issue occurred when we modified the procedures for linking coupons with LINE SPOT.
  • October 18, 2023: We discovered this issue internally and began an investigation.
  • October 18, 2023: As a temporary measure, we unlinked all coupons of LINE official accounts from LINE SPOT.
  • October 19, 2023: The above measure was fully implemented on LINE SPOT. Coupons set to "Don't include coupon" in the "Include coupon in LINE services" setting stopped appearing on LINE SPOT.
  • October 23, 2023: As a permanent measure, we modified the program to only display the appropriate coupons on LINE SPOT.
  • October 26, 2023: We determined that each affected user should be notified about this issue, and the issue’s details should be published.
  • December 11, 2023: We announced details of this issue publicly.

3. Notice to LINE official account operators

We are directly notifying the operators of LINE official accounts who may have been affected by this issue during the confirmed time period (between March 1, 2023 and October 23, 2023). Each affected operator has been notified via email, a message from the LINE official account "LINE Official Account" on the LINE app, and the notification feature of the app and web versions of LINE Official Account Manager.

We would like to use this announcement to inform and apologize to those operators who could not be determined if they had been affected by this issue — because the LINE official account had been deleted, the "Include coupon in LINE services" setting had been changed, or the coupon itself had been deleted.

Once again, we sincerely apologize for any concern or inconvenience caused. We will continue to learn from these events and make our best efforts to prevent similar issues in the future.

*1 LINE SPOT is a service provided by LY Corporation, targeting users in Taiwan. It enables users to search for and view information about sightseeing spots, stores, and tourism information in Taiwan. You can visit the website using the following URL: https://spot.line.me/
LINE SPOT is referred to as LINE熱點 in Traditional Chinese.

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LINE官方帳號的優惠券功能相關問題說明及道歉啟事

經本公司調查發現，企業或店鋪用的「LINE官方帳號」優惠券功能，發生原本不應公開的優惠券在一定期間內被公開至LINE熱點(※1)的系統問題（下稱「本問題」）。
造成LINE官方帳號管理者的諸多不便，我們在此致上最深的歉意。關於本問題的詳細說明請參閱如下。同時，我們已將本問題修復完畢。

1. 事件概要

針對LINE官方帳號的管理後台（網頁版及應用程式版）優惠券功能的「刊登至LINE服務」設定內儲存為「不刊登」的優惠券，發生於特定期間內被誤公開至LINE熱點的系統問題。
原本的系統設計是僅會將「刊登至LINE服務」設為「刊登」的優惠券公開至LINE熱點，然而在執行系統程式的相關變更後，誤造成系統將「刊登至LINE服務」設為「不刊登」的優惠券公開至LINE熱點的狀況。

「刊登至LINE服務」設為「不刊登」的優惠券被公開至LINE熱點的期間如下。
2023年3月1日 15:10左右～2023年10月23日 17:50左右
發生於已透過LINE熱點的「店家管理」設定內執行「連結LINE官方帳號」的帳號。

我們已完成本問題的修復作業，將系統修正為僅會公開「刊登至LINE服務」設定內儲存為「刊登」的優惠券。

由於原本不應公開的優惠券在一定期間內被公開至LINE熱點，可能造成非預定公開對象的LINE用戶瀏覽過優惠券的狀況。
同時，也可能造成前述LINE用戶在本問題發生期間內瀏覽優惠券後，將官方帳號加入好友且在符合優惠券使用條件下使用過優惠券的狀況。
截至2023年12月11日止，我們尚未收到任何與前述情況相關的諮詢。

2. 事件發生之時間序列和應對措施

  • 2023年3月1日 於LINE熱點執行連結優惠券的系統變更作業時發生本問題
  • 2023年10月18日 經由公司內部調查後發現本問題，開始進行調查
  • 2023年10月18日 針對與LINE熱點連結的LINE官方帳號中的所有優惠券，採取停止連結的暫時性應對處理
  • 2023年10月19日 上述處理作業完整反映至LINE熱點系統，停止將「刊登至LINE服務」設為「不刊登」的優惠券公開至LINE熱點
  • 2023年10月23日 修正相關系統程式以顯示公開適用的LINE熱點優惠券
  • 2023年10月26日 判斷本問題為須進行個別通知及公告詳情的問題
  • 2023年12月11日 進行本問題相關公告

3. 給各位管理者的注意事項

我們已直接通知這些在特定時間（2023年3月1日～2023年10月23日）受影響的LINE官方帳號管理者。每位受影響的管理者皆透過電子郵件、名為LINE Official Account的LINE官方帳號、還有LINE官方帳號管理後台（網頁版及應用程式版）的提醒功能通知。

對於難以確認是否受影響的管理者（曾執行刪除LINE官方帳號、刪除優惠券或變更優惠券的「刊登至LINE服務」設定等操作），請容我們僅以本公告進行個別通知並表達歉意。

造成各位LINE官方帳號管理者的諸多不便，我們再次致上最深的歉意。我們已針對本問題於公司內部進行深度檢討，並致力防止同樣的狀況再次發生。

※1：LINE熱點為本公司針對台灣用戶所提供可搜尋及瀏覽台灣觀光景點、店家及觀光相關資訊的服務。提供該服務的網站可透過以下網址確認。https://spot.line.me/

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