When an issue is first raised, a seller has 3 days to respond and acknowledge it. Following that, both the buyer and seller have up to 7 days to work on a resolution for the issue.
Anytime throughout the 7 days, a seller is able to offer resolution for the issue. If a buyer were to accept the resolution, the case will be considered resolved.
However, if a seller does not respond by the 3rd day of an issue being raised, or there is no agreed resolution between the users by the 7th day, the issue will automatically be escalated to Carousell for review and a decision will be provided within 7 days.
For more information, read our Escalations and Resolutions policy here.