Overview of the Carousell Resolution Centre

The Carousell Resolution Centre is a platform for buyers and sellers to work together respectfully and promptly to reach a resolution on issues with CarouPay orders.

When a CarouPay order is not received, or if it is received but not in the state as it was described, a buyer can raise the issue to the seller via the Carousell Resolution Centre. This needs to be done within 48 hours of either the item being delivered, or 7 days after the order was dispatched, as payment would be released to the seller thereafter. Following that, sellers would be able to respond to and work with the buyer on resolving the issue.

To raise an issue via the Carousell Resolution Centre, the following criteria must be met

•  Order was paid for and delivered using CarouPay
•  Issue is raised within 48 hours of
     •   tracking status reflect that item is delivered or 
     •   7 days after the order is dispatched
•   Item does not belong to Carousell’s list of prohibited items
•   All communication about the order and issue raised are kept within Carousell

Please note that once the buyer confirms that the item has been received, no disputes can be raised. 

Item not received

i. Tracked delivery

A buyer can raise an issue for an item not received if tracked delivery was opted for but did not arrive.

In such situations, the seller will need to provide proof of delivery to show that the order was dispatched to the same address provided by the buyer for the same order.

In the event that an order is not delivered due to courier-related issues, the seller will be required to file a claim directly with the courier service that was used.

ii. Untracked delivery

Untracked deliveries will not be eligible for this claim as tracking information is not available. Thus, buyers who opt for untracked deliveries bear the risk of any lost deliveries.

Item not as described

A buyer can raise an issue for an item that is not as described if it is materially different from what is advertised in the seller’s listing and description at the point of placing the order. Some examples include:

✔   The item is of a different variation, such as size, colour, model or version
✔   The item is incomplete or has missing parts
✔   The item is damaged or there is one or more undisclosed defect(s)

An item that is materially similar with subjective and non-significant variations from a seller’s listing and description will not be accepted. This includes:

✘   Item with signs of wear but was correctly described as being in used condition
✘   Non-significant variations, including quality, for example
      ✘   Item described as light pink but received as rose pink
      ✘   Item described as palm-sized but received at 15cm
      ✘   Item described as 8/10 but receiver claims it is more of a 6/10



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