These terms apply to you if you have opted to use Buyer Protection and you agree to comply with the same.
Upon receiving a dispute request, Carousell will reach out to both parties within 24 hours to advise next steps.
Depending on the initial evidence submitted, Carousell may reach out to either parties for more information* in order to investigate and come to a resolution.
*To facilitate the dispute resolution process, Carousell may require buyers/sellers to provide supporting documents via email within a stipulated time period. Failure to do so could result in the dispute being ruled against the non-compliant party. Buyers/sellers are advised to check their emails regularly during the period of dispute and to respond by the stipulated deadline.
Carousell strives to provide its resolution decision within 5 working days from when the dispute was raised. However, if the return of a item is needed, the entire resolution process may take more than 5 working days.
In the meantime, the payment will be held safely by Carousell’s authorised third party payment partner(s) until the dispute is resolved.
Item is not significantly as described/wrong item
Subject to Carousell’s determination, if the claim is found to be valid, a refund (in full or in part) or return and refund (in full or in part) can be prescribed.
Subject to Carousell’s determination:
- the seller may be requested to deliver to the buyer the missing part(s) or such other actions as may be required to make the item or order whole; or
- it may prescribe a refund (in full or in part) or return and refund (in full or in part).
For the above stated scenarios, sellers will be responsible for and requested to cover the additional shipping costs, to be paid to the buyer directly.
Item not received or unavailable
- Item not received
If untracked shipping was opted for the order, Carousell’s authorised third party payment partner(s) will hold onto payment for 7 days, just in case the item arrives and the buyer can still inspect the item. However, in the event that the item still does not arrive after 7 days, the payment will be released to the seller, as Buyer Protection does not apply to untracked delivery. Buyers are advised to opt for tracked delivery when possible.
If tracked shipping was opted for the order, Carousell’s authorised third party payment partner(s) will hold onto payment until tracking status is reflected to be “missing/lost” (or equivalent) or for 7 days, whichever comes first. If the item is still not received, a refund to the buyer will be prescribed.
- For Carousell-supported delivery partners, (where available) Carousell will liaise with our delivery partner to obtain compensation (capped at SGD$100) on behalf of the seller.
- For non-integrated logistic partners, sellers will have to liaise with the relevant delivery partner to obtain compensation. This compensation value is capped at the courier’s stated compensation amount. Sellers are strongly advised to offer delivery options that provide sufficient compensation coverage of the value of the item.
Sellers are responsible for ensuring that the item they are mailing complies with the chosen delivery partner’s packaging guidelines and terms of service in order to qualify for their respective compensation payouts if needed.
For the avoidance of doubt, Carousell will not compensate for lost/missing parcels. In no event shall Carousell be liable to provide any compensation for undelivered items. Where applicable, its responsibility shall only extend to the facilitation of the compensation claim request.
Once Carousell has determined a resolution, it will inform both parties on the outcome via email. If the dispute is resolved in favour of the buyer, the refund (in full or in part) will be processed to the buyer. If it is resolved in favour of the seller, payment will be released to the seller (in full or in part).
- Item not available
In the event that any of the item(s) in the same cart is unavailable, a partial item refund will be processed. The amount refunded will be the listing price of the item not delivered including the percentage of platform fee charged.
Resolutions relating to an exchange of items are not supported at the moment. If the buyer would like to proceed with an exchange, Carousell will rule the existing dispute in favour of the buyer and the buyer can place another order with the seller.
In the event that a return is required as part of the resolution decision, buyers and sellers will have to arrange for the item to be returned within 7 days of the decision.
Both parties are required to cooperate to facilitate the return of the item. In the event that either parties are unable to adhere to the given timeline, the dispute may be ruled against the non-compliant party. Buyers/sellers are advised to check their emails regularly during the period of dispute and to respond by the stipulated deadline.
Packing for returns
If delivery is opted for the return, buyers must ensure that the items are packed and returned in their original packaging. If the original packaging is damaged, buyers may use their own packaging for the return parcel, provided that such packaging is sufficient and adequate to ensure that the item gets returned in its original condition and undamaged.
For fragile items, buyers are encouraged to use a “Fragile”, or “Handle with care” sticker as an additional reminder for the courier to handle your parcel with care.
In the event that the item gets damaged during the return process due to improper packaging, Carousell reserves the right to decide whether a refund should still be issued to the buyer.
Carousell may prescribe a refund (in full or in part) to buyers as a dispute resolution. The refund amount could be a percentage of the listing price or any amount as determined to be a reasonable resolution sum by Carousell.
Once a refund is offered, the buyer has the following options:
a) Accept the refund amount without returning the item(s)
b) Counter propose a new refund amount
c) Reject the refund amount and proceed to allow Carousell to decide on the dispute resolution
Both parties must be agreeable to a final amount before a partial refund can be processed. The final amount agreed upon for refund would be a fixed amount that would not include any additional fees or charges. The partial refund would be refunded back to the buyer’s payment method and deducted from the seller's earned income from their Balance.