Abusive Buyer Policy for on-platform payment

Under the Abusive Buyer Policy, buyers buying through our on-platform payment system are not allowed to misuse our Buyer Protection programme. Buyers are not allowed to engage in abusive behaviors that harm sellers' interests or misuse the platform's features.

The Abusive Buyer Policy aims to protect our sellers from the following scenarios

Requests outside of original agreement

Buyers are not allowed to make demands that are not part of the original agreement. Sellers are not required to agree to any additional terms from what was agreed upon at the point of purchase. If a buyer is making additional demands from what was part of the original listing and agreed upon, you will not be required to fulfill those demands.

False Claims

Buyers are not allowed to falsely claim that an item has not been received and/or an item is not true to description. In order for claims to be valid, buyers will have to provide photographic evidence upon raising the dispute. Depending on the evidence provided, Carousell reserves the right to decide the outcome of the dispute.

Returns Misuse

When a return is prescribed for a dispute, buyers have to return the item within 7 days and in the item’s original packaging. If the original packaging is damaged, buyers may use their own packaging for the return parcel.

In the event that mailing is opted as the method of return, buyers must provide sufficient packaging to ensure that the item gets returned in its original condition.

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 or if it is determined that the damage was caused by buyer usage prior to return, Carousell reserves the right to decide whether a refund should still be issued to the buyer.

To help us identify buyers who are engaging in any of the above behaviour, you can choose to write to our team when a buyer raises a dispute on the order.

Our team will investigate each dispute on a case-by-case basis, paying attention to the buyer’s history, along with the evidence submitted by both buyers and sellers.

The outcome may be a range of actions, including ruling in favour of the seller, warnings, blocking buyers from requesting returns or refunds, blocking buyers from placing an order through our on-platform payment system, and account suspension.

At the same time, we encourage sellers and buyers to remain civil and continue communicating during the dispute period.