*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 would result in the dispute being ruled against the non-compliant party. Buyers/sellers are advised to check their emails at least once a day during the period of dispute and to respond by the stipulated deadline.
Carousell strives to come to a resolution decision within 5 working days from when the dispute was raised. However, if the return of a product is needed, the entire resolution process may take more than 5 working days.
In the instance where item is not received, Carousell will hold onto payment until tracking status is reflected to be “missing/lost” (or equivalent) or for an additional 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, Carousell will liaise with our delivery partner to get compensation (capped at RM 300) on behalf of the seller.
- For non-integrated logistic partners, seller will have to liaise with courier to get 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 courier’s packaging guidelines and terms of service in order to qualify for their respective compensation payouts if needed.
Carousell will not compensate for lost/missing parcels.
Once a resolution is reached, Carousell will inform both parties on the outcome via email. If the dispute is resolved in favour of the buyer, the refund will be processed to the buyer. If it is resolved in favour of the seller, payment will be released to the seller.
Exchange of product is 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.
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 at least once a day during the period of dispute and to respond by the stipulated deadline.
If delivery is opted for the return, buyers have to pack the item in their original packaging. If the original packaging is damaged, buyers may use their own packaging for the return parcel. Buyers must provide sufficient packaging to ensure that the item gets returned in its original condition.