Carousell is an open community where members have the freedom to conduct transactions in ways which they feel most comfortable.

We take the safety of our community very seriously and do our best to keep the marketplace a pleasant place for all. Nonetheless, as with any online marketplace or trading site, there may still be unforeseen circumstances.

Here are some tips to help ensure you have the best experience on Carousell:

As a buyer

As a seller

As a buyer

Find out more about the seller

• Protect yourself by looking out for the “Verified Badge” when transacting on Carousell -When transacting with sellers without the badge, you should exercise greater caution.
• Read user reviews - You can read through detailed reviews that a seller received by going to their profile. This is where other community members, including buyers like yourself, share their experiences dealing with the user.
• Do your due diligence - Do your research and homework, read an item's description, ask questions and request for photos to ensure an item you are getting is as you have expected. If you come across an item which you think should not be sold on Carousell, do not hesitate to report it to us so that it can be reviewed and removed if needed.
• Learn about a seller's policies - Every deal on Carousell is considered an agreement between you and the seller. If any sellers have individual policies, such as whether they accept negotiations, refunds or exchanges, be sure to clue yourself in on them before you commit to a deal.

When transacting

• Use Carousell Protection, an in-platform secure payment service, for a safer and more secure transaction - With Carousell Protection, your payment is safely held by the platform until the item is confirmed to be received as listed.
• Secure an agreement by making an offer - This, along with the seller's acceptance of the offer, is Carousell's way of a firm handshake to show both parties are committed to the deal. This is because both parties would be able to exchange reviews thereafter. The right time to make to do this would be when all aspects of the transaction have been negotiated and agreed on, such as price and delivery method, day & time etc. 
• Opt for meet-ups so you can check your item - A perk of opting for meet-ups is so that you would be able to check and ensure that it is as you have expected, such as condition and size, before paying the seller. It's also a fun way to meet new people with similar interests and hobbies!
  
• Request for tracked parcels - Tracked deliveries provides you assurance about your parcel's location. They are also mostly insured by the delivery company in the rare event that it goes missing, so don't take chances especially if you're purchasing high valued items! 
• When doing meet-ups, always meet in well-lit, public places –  Meet-ups are a fun way to meet new people with similar interests and hobbies. While Carousell may be a community, always remember that meeting up with someone for the first time is akin to meeting a stranger, so be safe and bring a friend with you if possible! Avoid carrying large sums of cash with you!
• When doing bank transfers and mailing, use payment methods familiar to you –  Stick to payment methods that you trust. Avoid transfer services that do not have a secured receiver, such as Western Union.

In general

• Always keep all transactions and communications within the platform - This ensures all relevant transaction records are available to facilitate subsequent investigation and dispute resolution should the need arise.
• Keep your personal banking details confidential  –  Information such as 16 digit numbers on your credit/debit card, CVV, PIN, OTP, i-banking passwords are confidential and should not be shared with other parties.
• Common sense is king - Use your gut feel and logical reasoning to assess the sensibility of each deal. Offers that sound too good to be true may not always be. Do your due diligence and don't be shy to ask questions if unsure or even request for additional photos of an item to help you make your decision.

As a seller

Find out more about the buyer

• Protect yourself by looking out for the “Verified Badge” when transacting on Carousell - When transacting with buyers without the badge, you should exercise greater caution.
• Read user reviews - You can read through detailed reviews that a buyer received by going to their profile. This is where other community members, including sellers like yourself, share their experiences dealing with the user.

When transacting

• State your policies clearly - Every deal on Carousell is considered a private agreement between you and the buyer. If you have any policies regarding negotiations, refunds or exchanges, be sure that they are communicated to and acknowledged by your buyer prior to their commitment and carrying out of the deal. 
• Secure an agreement by accepting an offer - This, following a buyer's making of an offer, is Carousell's way of a firm handshake to show both parties are committed to the deal. This is because both parties would be able to exchange reviews thereafter. The right time to make to do this would be when all aspects of the transaction have been negotiated and agreed on, such as price and delivery method, day & time etc. 
• Wait to receive payment before mailing out items - Always make ensure that payment has actually reached you successfully before you proceed to dispatch the item. Even if the buyer has provided you with a transaction receipt, it is the best practice to check your bank transaction history to ensure that the money has already been credited to you. Do not rely solely on text messages or email notifications that inform you of incoming fund transfers.
• Opt for meet-ups to deliver your item securely - In unexpected circumstances, parcels may become damaged during delivery, arriving in a state different from when you've posted it. A perk of opting for meet-ups is so you have the assurance your item will reach the buyer in good condition. It's also a fun way to meet new people with similar interests and hobbies!
• Suggest tracked parcels - Tracked deliveries provide you assurance about your parcel's location. They are also mostly insured by the delivery company in the rare event that it goes missing, so don't take chances especially if you're selling high-value items!
• When doing meet-ups, always meet in well-lit, public places – Meet-ups are a fun way to meet new people with similar interests and hobbies. While Carousell may be a community, always remember that meeting up with someone for the first time is akin to meeting a stranger, so be safe and bring a friend with you if possible!
• When doing bank transfers and mailing, use payment methods familiar to you –  Stick to payment methods that you trust. Avoid transfer services that do not have a secured receiver, such as Western Union.

In general

• Always keep all transactions and communications within the platform - This ensures all relevant transaction records are available to facilitate subsequent investigation and dispute resolution should the need arise.
• Keep your personal banking details confidential  – Information such as 16 digit numbers on your credit/debit card, CVV, PIN, OTP, i-banking passwords are confidential and should not be shared with other parties.

If you need further assistance, chat with us! Live chat is available from 10AM–9PM on Monday to Sunday for users in Hong Kong, Malaysia, Philippines, Singapore and Taiwan. Select the floating chat button at the bottom right-hand corner of this page to start chatting with us. Alternatively, we invite you to submit a request to us—we'll be here to help!