[Singapore] Step-by-step for buyers on how to proceed with a full refund with returns

When Carousell has ruled the resolution outcome for your Return/refund request to proceed with a full refund with returns, you will have 2 days to start the return process and select your return method else your return/refund request will be cancelled. Once a refund/return request is cancelled, you will not be able to raise a return/ refund request again.

In the instance where the seller has yet to update their return address, the seller will be given 2 days to update their return address. If the seller fails to do so, the system will change the resolution to a full refund without returns. You will be refunded and no further action is required by you. If the seller still wants the item returned, please chat with your seller about the arrangement.

As long as the pick-up has not been arranged or you have not initiated delivery for the returns, you may still change the return pick-up method. We strongly advise that you update your seller separately via chat as well.

Full refund and returns with doorstep pick-up (with Carousell Official delivery partner)

Doorstep pick-up must be scheduled within 48 hours after starting the return process, else the return request will be canceled and the payment will be released to the seller. You will not be able to raise a return/refund request again if this happens. To schedule a pick-up, ensure that your pick-up address is updated.

The return pick-up flow follows the same flow as Carousell Official Delivery with J&T, hence note that it does not support the shipment of bulky items that exceed 30 kg and/or if the dimension exceeds 300cm. Packing materials will not be provided by the courier. You will need to ensure that your parcel is packed in the proper packaging according to the guidelines mentioned in this brochure: 

There is no shipping label provided as the courier will assist to print the label for you. You need to write the tracking ID on your parcel so that the courier can identify your parcel when they print the label on your behalf. You may find the tracking ID under pick-up details on your returns/refund detail page.

Take a photo of the parcel before pick-up and upload it in the pick-up guide. These photos will be sent to the seller as shipping proof.
 

All you need to do after this is to wait for the courier to pick up your parcel! Once the courier has done so,  you may track the delivery progress from the returns/refund detail page. 

An auto refund will be triggered 2 days after the courier delivers the item to your seller (based on the courier’s tracking)  if your seller did not initiate the ‘Item returned’ button on their end.

Full refund and returns with your own preferred courier (‘Arrange return delivery myself’)

You can proceed to self-arrange the returns pick-up, or you may have decided with your seller in chat to return via a preferred courier. After arranging for the returns with the courier, you may proceed to submit the delivery details on the returns/refund detail page. You have 2 days to arrange for the returns with your preferred courier/ delivery provider and input the tracking number. Remember to tap 'Submit' to initiate the returns. If not, the return request will be cancelled after 2 days. You will not be able to raise a return/refund request again if this happens.

For integrated couriers, you can track the delivery progress from the returns/refund detail page. An auto refund will be triggered 2 days after the courier delivers the item to your seller (based on the courier’s tracking)  if your seller did not initiate the ‘Item returned’ button on their end. If you are using a non-integrated courier where the tracking is not updated, you will need to prompt your seller to tap ‘Item returned’ on their end. You may also contact us to do so if the seller remains unresponsive. 

Full refund and returns with through meet-up

You have 7 days to meet up with your seller and tap on ‘Item returned’ else the return request will be canceled and the payment will be released to the seller. You will not be able to raise a return/refund request again if this happens. Your seller also needs to confirm that the item has been returned and tap ‘Item returned’ on their end to refund you.