How to cancel an order

How to cancel an order as a seller?

We understand that at times, sellers might need to cancel the order due to various reasons and that's cool! Do take note that for:

  • Mailing and Postage: Sellers are no longer able to cancel the order once they have clicked "Start Delivery"
  • Meet-up: Sellers are no longer able to cancel the order once they have clicked "Continue and schedule meet-up"

To cancel a deal, go to "View Order" and tap on the more icon on the top right hand corner of the page. From there, you will be able to see the option to "Cancel Order".

Please contact Carousell with more information if you are unable to cancel your CarouPay order.

How to cancel an order as a buyer?

Buyers have the option to cancel a CarouPay deal as long as the seller has not accepted the order.

To cancel a deal, go to "View Order" and tap on the more icon on the top right hand corner of the page. From there, you will be able to see the option to "Cancel Order".

If money has been deducted from your PayLah!, your refund will be processed immediately. If your order was place using Debit/Credit card, you will find that no deduction was made!

It is important to note that as a buyer, you cannot cancel your order once the seller has accepted your order. 

From the seller's end, however, the order can still be cancelled if the seller has tapped not tapped on "Start Delivery".

As a seller, I have already accepted the order but the item is out of stock, can I cancel the order?

Yes, you will be able to cancel the order as long as you have not initiated "Start Delivery" for the order. Your buyer will receive the refunds accordingly based on their payment method.

Buyers who made payment via DBS PayLah! will receive their refunds within 2 hours.
Buyers who made payment via Debit/Credit card will find that no deduction was made in the first place.

As a buyer, the order has been confirmed but the seller has informed me that it is out of stock, how can i cancel the order?

Please note that as a buyer, you cannot cancel your order once the seller has accepted your order.

In the event that the seller is unable to deliver the item after accepting the order (e.g out of stock), the seller can still cancel the order from their end as long as they have yet to initiate "Start Delivery" from their end.

For meet-ups, the order cannot be cancelled once the meet-up order has been accepted by seller. However, if both parties are unable to deal eventually due to clashing schedules, buyers can choose to raise a dispute to the Carousell Resolution Centre to request for a refund!

We strongly recommend for buyers to only make offer and for sellers to accept order after both parties have discussed and agreed on a meet-up time and place!

As a seller, what if I do not want to use CarouPay?

CarouPay helps to ensure that transactions are conducted with 100% commitment and peace of mind. However, we do understand that there may be certain circumstances where you might choose not to use CarouPay.

In this instance, if you do receive a CarouPay order request, you may choose to cancel the order and offer the buyer an alternative deal method in the chat.

We also suggest for sellers to share with buyers why you prefer not to use CarouPay at the moment. However, we encourage dealing through CarouPay to get the buyer’s immediate commitment to deal!

Have more questions? Submit a request

Comments

0 comments

Article is closed for comments.