[Malaysia] Carousell Official Delivery - What if l received a damaged parcel?

For shipping with Carousell Official delivery with Poslaju:

1. Buyer to raise a dispute in their order management page tap 'Return/Refund'. 

2. Submit photo evidence of damaged parcel to seller in chat

3. Seller to submit a report to PosLaju within 48h of buyer receiving the parcel* by chatting with them here 

4. After submitting your report, you should receive a case number from PosLaju

5. Reach out to Carousell Support Team and provide us with your case number

6. Carousell will get in touch with you and keep you updated via email

Note that PosLaju may ask you to submit supporting document for claim process:

• Copy of MyKad / Passport

• Photo of the packaging and damage item i.e depicting the damage and its specifications

The maximum compensation is RM300 or value of the item (whichever is lower).

*As PosLaju has a 48h from when parcel was received to raise issues, any delays caused by either parties would affect the ruling of the dispute – buyers who fail to adhere to the given deadline may not be refunded, and sellers who fail to adhere to the given deadline may not be compensated accordingly. 

For Carousell Official Delivery with SPX Express / Custom courier (Seller arrange):

If your parcel was delivered by SPX Express or a custom courier arranged by the seller, here’s what to do:

1. Take clear photos of the damaged parcel and item.
2. Tap ‘Return/Refund’ on the Carousell app.
3. Update your seller about the issue.
4. The seller should select ‘Raise issue to Carousell’.
5. The seller should attach photos of the item taken before shipping, if available.

6. Our Support team will reach out via your Carousell-registered email address and advise you on the next steps.