How can I report a dispute with my transaction?
If your transaction is covered by Buyer Protection, you can easily get your money back. Please choose the relevant article for your country below:
- [Singapore] What does Buyer Protection cover?
- [Hong Kong] What does Buyer Protection cover?
- [Malaysia] What does Buyer Protection cover?
If this is not about a Buyer Protection transaction, what we call a dispute covers any issue with a purchase, sale or trade that was made, where:
As a buyer, you made payment but did not receive the item
As a buyer, you received the item but it was not as described
As a seller, you have delivered the item but the buyer has failed to make full or partial payment
As a first step, reach out to the other party through the Carousell chat and give them at least 24 hours to reply.
If you do not hear from them despite multiple attempts, please chat with Emily, our AI Support Agent by opening the chat box in the bottom right of this page. Tell us about your transaction and your attempts to contact the counterparty. We will help reach out to them and apply pressure by restricting and/or suspending their account.
Note: When contacting us, please give Emily the email address that is registered with your Carousell username, so that we can expedite your request. To find your registered email address, go to your profile > settings > edit profile.
Tips for dealing safely on the marketplace
For users in the Singapore and Malaysia marketplaces: We encourage you to use Buyer Protection when transacting, for a safe and secure buying and selling experience.