This article only applies to deliveries arranged through the “Pick-up (Carousell Partner)” option and was picked up successfully (parcel has been passed to the courier and tracking details are updated).
In order to be eligible for insurance coverage, sellers must ensure that the buyer raises a Return Request within the returns window. Read more here: Buyer Protection dispute handling and returns
As a seller, if you offer and choose to ship via Carousell Official delivery partner, you are entitled to claim a compensation capped at $100 or the value of the item that was stated as the listing price (whichever is lower) for any lost or damaged parcels.
Carousell will claim the compensation on your behalf by submitting the relevant information and documents to our courier partner. If the claim is successful, we will reach out to you again within the next 3 working days to reimburse you for the lost/damaged parcel.
1. To ensure that we gather sufficient evidence to provide J&T for a successful compensation, please ensure that
- Photo/video evidence to prove that items were packed properly and were not damaged before packing
- Item does not fall under the courier’s shipping prohibited items list
2. For courier-related matters, compensation to the seller is capped at the courier’s compensation value. Sellers are strongly advised to choose a mailing method that sufficiently covers the value of the item they are mailing. Carousell will not provide additional compensation for lost/missing parcels.