[Malaysia] Step-by-step for sellers after a full refund with returns decision has been ruled

When Carousell has ruled the resolution outcome with a Full refund with returns, your buyer will have 2 days to initiate the return process.

The buyer may return via delivery of meet-up. It's a good idea to discuss with your buyer in the chat about your preferred courier and who will cover the return shipping costs. If the return is due to the item not being as described, it's recommended that you cover the return cost as a goodwill gesture. This can help maintain a positive relationship with your buyer and ensure a smooth transaction.

How to add your return address

If this is your first full refund and return request, you will need to update your return address. The return address needs to be added within 2 days after a dispute resolution is issued. Failure to do so will result in the dispute resolution issue to be changed to a full refund (without returns) instead and the buyer will be immediately refunded.

How to change your return address

As long as the buyer has yet to schedule pick-up or initiate the returns delivery, you can change your return address from the returns delivery info page. We encourage you to give the buyer a heads-up in chat if you have changed your return address.

What happens if the buyer does not start the returns process within the timeline?

If the buyer does not start the returns process within 2 days after the dispute resolution is issued, the refund and return request will be canceled. The buyer will not be able to raise a dispute again. After starting the return process, the buyer has 2 days to drop off the parcel at the returns point or 7 days to ship out the returns to you/meet up with you.

How can I track my returns? When will the buyer be refunded?

Once the returns have been picked up by the courier, you may track the parcel from the Return/refund detail page.

Once you receive the returns, please check the items received and then tap on ‘Return parcel received’ to refund the buyer. Regardless, the system will trigger an auto-refund 2 days after the returned delivery date (based on in-app tracking) if you fail to do so.

How do I schedule a meet-up with my buyer? How do I proceed to refund the buyer?

For returns via meet-up, you will need to chat with your buyer and arrange to meet up within 7 days from when the resolution was issued. Once you have met up with the buyer, both of you will need to tap on ‘Return received’ in your return/refund details page to process the refund. 

If there are any issues with the returns or if you have yet to receive it after 9 days, please reach out to us again in the existing dispute email thread.

What happens if the returned item I received is incomplete or damaged?

If the item is returned to you damaged or lost by the courier, please contact our support team for subsequent instructions. 

Please note that we only accept appeals for items damaged or lost by the courier. Cases where the item is returned in a different condition from how it was sent will be reviewed individually, and we will recommend a solution accordingly.