Escalations & Resolutions Policy

Escalations & Resolutions

An issue raised via the Carousell Resolution Centre is considered resolved and closed in either of the following situations
      •   A resolution is offered by the seller and accepted by the buyer
      •   A resolution decision has been made by Carousell after the issue was escalated

Whenever a buyer raises an issue via the Carousell Resolution Centre, a seller has 3 days to respond and acknowledge the issue. If a seller does not respond to the issue after 3 days, or if both parties cannot come to an agreed resolution within 7 days from the time the issue was raised, it will be automatically escalated to Carousell for review. 

Note that in all cases of escalations, Carousell makes the final decision on the resolution of the issue and appeals will not be allowed.

Users are highly encouraged to do their best to work together on achieving a resolution between themselves via the Carousell Resolution Centre prior to escalating the issue, as Carousell will use the evidence submitted by both parties within the Carousell chat window to mediate the case.

If any additional information is required for Carousell to make a decision on the resolution, users will be contacted via their registered emails, and will be given up to 7 days to respond.

Carousell will seek to conclude all issues within 21 days from when they are raised via the Carousell Resolution Centre.

 

Refunds to Buyers

Where refunds are applicable, Carousell will process it within 7 days. In cases where exchanges/returns are involved, it will be processed within 14 days. 

The mode of refund would depend on the payment method used:

For credit or debit card purchases, the amount will be refunded to the card used to complete the purchase. This is usually processed within 5 to 10 working days, depending on the bank.

For DBS PayLah!, the amount will be credited back to the DBS account used to complete the purchase instantly.


Cashing out of pending balance for sellers

Where refunds are applicable, Carousell will process it within 7 days. In cases where exchanges/returns are involved, it will be processed within 14 days. 

Any pending balance that a seller may have following the resolution of an issue via the Carousell Resolution Center will become available for cash out in less than 48 hours after Carousell processes the payment. 

Exchange/Returns

In the event of an exchange or return, it must be done via tracked delivery to allow Carousell to verify that the item is successfully delivered to the other party before processing the payment.

For cases that are escalated to Carousell and involves an exchange/return as part of the resolution decision, the party required to pay the cost of return delivery will depend on the reason for the item being returned. Further instructions on returning the item will be provided to both the buyer and seller if such a resolution is decided on by Carousell.

 

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