As part of our efforts to create a safer and more convenient way to buy and sell, we have launched Buyer Protection, which will soon replace Carousell Protection. Rest assured that all features of Carousell Protection still remain, and you can enjoy the enhanced benefits under Buyer Protection. This includes past purchases with Carousell Protection as well.
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.
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.
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 criterias:
Eligibility will be reassessed and updated on a weekly basis every Monday.
The 'Buy' button is only available in selected categories found here.
If you need further assistance, chat with us! Live chat is available from 10AM–9PM on Monday to Sunday for users in Hong Kong, Malaysia, Philippines, Singapore and Taiwan. Select the floating chat button at the bottom right-hand corner of this page to start chatting with us. Alternatively, we invite you to submit a request to us—we'll be here to help!