What can I do if the user I'm chatting with is under review or restricted?

You may be seeing a banner on your chat with a user that reads, 'This user's account is under review for a dispute.' or 'This user's account is restricted due to an unresolved transaction.'

What does this mean?

• The seller may have sold an item that a buyer was not satisfied with
• The user bought an item but did not make payment

What should I do? 

We highly encourage buyers to only proceed with the transaction after the dispute has been resolved. If there is a need for you to continue with the transaction, we advise you to use Carousell Protection or meet up with the seller to deal for a safer transaction. 

If you have a pending transaction (i.e. you've already made payment to the seller) and you're unable to get in touch with them, contact our team immediately. Messaging Bot is available from Monday to Sunday for users in Hong Kong, Malaysia, Philippines, Singapore and Taiwan. Select the floating message button at the bottom right-hand corner of this page to start messaging us. Alternatively, we invite you to submit a request to us—we'll be here to help!

Once the user has resolved the dispute, the banner will no longer show up in your chat with them. 

For more information on dealing safely on Carousell, check out our safety tips.