[Malaysia] What is Buyer Protection?

For Buyers 

When you pay via the ‘Buy’ Button, Buyer Protection is applied to your order. It helps ensure safe payments, gives you the right to claim a refund if your item doesn't arrive or is Significantly not as described, and access to customer support.

Listings with the ‘Buy’ button enabled will be applicable for Buyer Protection if you make payment through the Carousell supported payment methods. Currently we accept FPX online banking, GrabPay, Visa and Mastercard Debit/Credit Cards* issued by a local bank.

*International cards are not accepted

With Buyer Protection, you will be able to raise a dispute and it will cover you for cases listed below;

• Item not received if you opted for tracked shipping
• Item significantly not as described

An item is considered as significantly not as described if:

- It is a different variation in size, colour, model, or version
- It has incomplete or missing parts which differs from what is stated in the listing description

-It differs from the condition that was stated in the listing description
-It is damaged or there is one or more undisclosed defect(s) that affects its functionality

Simply raise a dispute/ return request from your Order Details Page in app and our dedicated Support Team will get back to you within 24 hours. 

Where can I find the 'Chat' button on my listings?

For listings with ‘Buy’ button enabled, you can find most details in the listings page itself, or under the FAQ section. The ‘Chat’ button can be found on the listing’s FAQ section and below the Seller profile section when you scroll down the listing. 

For listings without the ‘Buy’ button enabled, the ‘Chat’ button will still be available on the bottom of the screen.

For Sellers

When you enable the ‘Buy’ button on your listing(s), you will allow your buyer to transact via Carousell platform payment methods. In-app transactions paid through Carousell come with Buyer Protection.

The ‘Buy’ button allows you to deal safely on our platform

Simply toggle on the “Enable ‘Buy’ button” on your listings to allow Carousell to step in and investigate if there is a dispute. 

• • Allows you to add delivery as a deal method to your listings, instead of only having to deal through meet-ups
  • Access to Carousell Official Delivery and enjoy exclusive shipping rates for door-to-door delivery 
  • Offer a variety of payment options to your buyers – PayNow, DBS PayLah!, Visa and Mastercard Debit/Credit Card and Atome* 
  • In the event of a dispute, Carousell will intervene as a neutral third party

Simply toggle on the “Enable ‘Buy’ button” on your listings to enjoy the benefits above.

How do I qualify to create listings with the ‘Buy’ button?

In order to be eligible to list with ‘Buy’ button, you must fulfill the following criteria:

• Seller review rating of at least 4.0
• Low order cancellation rate in the last 30 days
  - Only one cancellation is allowed if you have less than 10 orders
  - Cancellation rate kept to less than 10% if you have more than 10 orders

Eligibility will be reassessed and updated on a weekly basis every Monday.

Buyer Protection is currently available in the selected categories which you can list with the ‘Buy’ button.