[Hong Kong] What is Buyer Protection?

With the rise of scams, we want to make sure that Carousellers can buy and sell safely. You can help by enabling the ‘Buy’ button, and keeping your chats and payment on Carousell. 

For Buyers 

When you pay via the ‘Buy’ Button, Buyer Protection is applied to your order. It helps ensure safe payments, gives you the right to claim a refund if your item doesn't arrive or is significantly not as described, and access to customer support.

Listings with the ‘Buy’ button enabled will be applicable for Buyer Protection if you make payment through the Carousell-supported payment methods. Currently, we accept Visa/ Mastercard Credit Cards and Alipay HK. 

With Buyer Protection, you will be able to raise a dispute and it will cover you for cases listed below;

• Item not received if you opted for tracked shipping

Sellers are advised to opt for tracked shipping. You can find the list of courier partners which we provide tracked shipping here: List of couriers with in-app tracking

• Item significantly not as described
  • An item is considered as significantly not as described if:
    • It is a different variation in size, colour, model, or version
    • It has incomplete or missing parts which differ from what is stated in the listing description
    • It differs from the condition that was stated in the listing description
    • It is damaged or there is one or more undisclosed defect(s) that affects its functionality

Simply raise a return/refund request from your Order Details* page in your app and our dedicated Support team will get back to you within 24 hours. 

* You can find the Order details page from your profile >My purchases 

For Sellers

When you enable the ‘Buy’ button on your listing(s), you allow your buyer to pay you safely via Carousell to confirm the deal before you mail their order or arrange for a meet-up.

The ‘Buy’ button allows you to deal safely on our platform

• Buyers will see a ‘Buyer Protection’ tag on your listings for more assurance
• Allows you to add delivery as a deal method to your listings, instead of only having to deal through meet-ups
• Ship with SF Express through Carousell! No need to create delivery separately outside of the platform.
• Protect yourself from bad buyers. Read up more on our Abusive Buyer Policy
• In the event of a dispute, Carousell will intervene as a neutral third party

Simply toggle on the “Enable ‘Buy’ button” on your listings to enjoy the benefits above.

How do I qualify to create listings with the ‘Buy’ button?

Sellers who utilize the 'buy' button must diligently process orders on the platform and deliver a positive user experience. Therefore, we enforce the following criteria

• Seller review rating of at least 4.0
• Low order cancellation rate in the last 30 days
  - Only one cancellation is allowed if you have less than 10 orders
  - Cancellation rate kept to less than 10% if you have more than 10 orders

Eligibility will be reassessed and updated on a weekly basis every Monday.

You may find more information on the ‘Buy button eligibility here.  

Buyer Protection is currently available in the selected categories which you can list with the ‘Buy’ button.

*Advisory*

Beware of fake orders claiming to be under Buyer Protection or orders with the 'Buy' button. As a seller, you would never need to leave the app, send your email address or mobile number to receive payment. If you're being asked to enter your credit/debit card details to receive payment, do not proceed and report the user to us immediately. 

Read more about Phishing scams here.