Tracking my Order

  • What happens after I submit my order?
  • Did my order go through?
  • How do I track my order?
  • What if the seller cancels my order?
  • How do I know if my order is confirmed?
  • It's been 3 days and the system has cancelled the order, and the money has been deducted from my PayLah! account. How do I get a refund?
  • I have not received my item even though the seller has indicated that delivery has started, what do I do next?

What happens after I submit my order?

Congratulations! You've just purchased an item via CarouPay. If your order has successfully gone through, you'll be able to click on "View Order".

Next step? Just hang on tight while your seller confirms the order. Your seller should confirm the order within 3 days of placing it. Otherwise, the order will be automatically cancelled by the system.

Your payment will now be held by Carousell until you receive your item. If your seller cancels the order, a refund will be made to you.

Did my order go through?

 If your order has been placed successfully, you will be able to tap on the "View Order" button in your chat. Feel free to double check with the seller if he/she has received your order request too!

However, there might be instances when our system is unable to capture the order, which might result in you receiving an error message upon submitting an order. In this case, do make sure to check with your seller to see if he/she has received your order request first.

  • If your seller has received the order request, they will next need to confirm your order.
  • If your seller did not receive the order request, it is likely that the order did not go through. If you've made payment via DBS PayLah! and the refund has not been processed, do write in to us here.

Re-submit another order by clicking on "Buy with CarouPay" if you would still like to purchase the item(s).

How do I track my order?

Opted for tracked mail by SingPost? Track your item's delivery progress in "View Order", once the seller intiates "Start Delivery" after dropping off your item at the post office! You may track the delivery status of your order using your tracking ID here: https://www.singpost.com/track-items

Do note that normal or non-registered mail cannot be tracked. Thus, we encourage all users to opt for trackable mail options instead!

What if the seller cancels my order?

Snap! Do chat with the seller to find out why he/she cancelled the order! In the case of a cancellation, the refund will be processed immediately for DBS PayLah! users.

For users using credit/debit cards, please allow up to 5-10 working days for the refund to be processed.

How do I know if my order is confirmed?

Great news! The seller has accepted your order! If you have chosen the mailing option, to find out if your order is confirmed, simply tap on "View Order", the status of the tracking bar should be changed to "Order Confirmed"!

What's next? Hang tight while your seller prepares your item for delivery!

It's been 3 days and the system has cancelled the order, and the money has been deducted from my PayLah! account. How do I get a refund?

In the case of an auto-cancellation of your order due to a seller not responding, all deductions made by PayLah! will be refunded to you within 48 hours once the order has been cancelled.

I have not received my item even though the seller has indicated that delivery has started, what do I do next?

Tap on "View Order" to track the progress of your item. Please allow up to 7 days after the order is dispatched.

Item still hasn't arrived after 7 days? You can raise an issue with the seller through the Carousell Resolution Centre. Your payment will still be safeguarded by Carousell until a resolution has been provided.

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