[Hong Kong] Overview of Carousell’s dispute handling process
Dispute handling
These terms apply to you if you have filed a dispute through the Carousell platform in connection with a Buyer Protection and you agree to comply with the same.
A dispute can be raised only once within the dispute window. It is the sole responsibility of Buyers to ensure that they have checked and accounted for all the items in their order before submitting a dispute request.
Dispute window
As a buyer, you will see the option to Return/refund once the item is on the way or once a meet-up has been scheduled. We encourage you to chat with your seller to clarify any issues with your order.
Note the timelines for when a dispute can be raised/ before the order is automatically completed:
- For tracked shipping: 2 days after delivery date
- For untracked shipping (i.e tracking does not appear on app): 10 + x days after order confirmed date
- For meet-ups: 9 days after the confirmed meet-up date (Seller would need to tap on 'Confirm meet-up' on their end)
x days = maximums shipping duration
A return/refund request is NOT accepted after you have tapped on 'Order received' or if the order has been marked as completed based on the timeline above.
Eligibility
Dispute Reasons
A dispute can only be raised for any of the following reasons:
1. The item is significantly not as described
2. Item not received* for tracked shipping**
*Item(s) not received refers to the situation when the seller failed to deliver the item according to the selected courier method.
**Sellers are advised to opt for tracked shipping. You can find the list of recommended courier partners which we provide tracked shipping here: List of couriers with in-app tracking
For more details on Carousell’s Refund policies, please refer here
Carousell Support
Upon receiving a dispute request, Carousell will reach out to both parties within 24 hours to advise next steps.
Depending on the initial evidence submitted, Carousell may reach out to either party for more information* to investigate and come to a resolution.
*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 regularly during any period of dispute and to respond by the stipulated deadline.
In the meantime, the payment will be held safely by Carousell until the dispute is resolved.
Carousell-supported Dispute Resolution Process
Item is not significantly as described/received the wrong item
Subject to Carousell’s determination, if the claim is found to be valid, a refund (in full or in part) or return and refund can be prescribed. Carousell will not refund the additional daily storage fees incurred due to delays in collecting items from pick-up collection points.
Incomplete items
Subject to Carousell’s determination:
- the seller may be requested to deliver to the buyer the missing part(s) or such other actions as may be required to make the item or order whole; or
- it may prescribe a refund (in full or in part) or return and refund
For the above-stated scenarios, sellers will be responsible for and requested to cover the additional shipping costs, to be paid to the buyer directly.
Item not received
Buyer Protection does not cover non-delivery for orders with untracked delivery (self-delivery from an unrecognized delivery courier) as the method of delivery. To claim for non-delivery of orders, buyers must opt for tracked delivery.
Delivery compensation cover
- For Carousell Official Delivery partners (SF Express drop-off and pick-up at store), Carousell will liaise with our delivery partner to obtain compensation (capped at the prescribed insurance coverage limit from Carousell Official Delivery partners - refer here for more information ) on behalf of the seller.
- For non-Carousell Official Delivery partners (Custom couriers), sellers will have to liaise with the relevant delivery partner to obtain compensation. This compensation value is capped at the delivery partner’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 delivery partner’s packaging guidelines and terms of service, including satisfying the requirements to qualify for their respective compensation payouts if needed.
For the avoidance of doubt, Carousell will not compensate for lost/missing parcels. In no event shall Carousell be liable to provide any compensation for lost or undelivered items. Where applicable, Carousell’s obligation shall only extend to facilitate the compensation claim request.
In the event that any item is not received, a full refund of that item will be processed including the shipping fee and other incurred fees charged for that item.
Carousell-supported Dispute Resolution Outcomes
Refund with return process
In the event that a return is required as part of the resolution decision, buyers and sellers will have to arrange for the item to be returned within 7 days of the decision. Buyers must complete the return process through the app following the steps highlighted in this article: Step-by-step for buyers on how to proceed with a full refund with returns
Sellers must submit their return address in the app and track the return progress. More details in this article: Step-by-step for sellers after a full refund with returns decision has been ruled
In the event that the item gets damaged during the return process due to improper packaging, Carousell reserves the right to decide whether a refund should still be issued to the buyer.
Kindly note that the actual processing and settlement of any refunds will be conducted exclusively by Carousell's authorised third-party payment partner(s). Both parties further agree and acknowledge that the authorised third-party payment partner(s) is the contracting party responsible for all payment processing services, including any refunds made on the platform.