What You Need to Know About the Buyer Protection Scam

1. What is a Buyer Protection Scam?

The Buyer Protection Scam is a fraudulent scheme that has emerged following the launch of Carousell’s Buyer Protection in Hong Kong. Scammers pose as buyers or Carousell administrators, tricking sellers into clicking fake links that lead to phishing attacks.

2. How does the scam work?

• Scammers pose as buyers or Carousell administrators.
• They send fake payment confirmation messages via chat or request the seller’s email address to continue the “payment process.”
• Scammers provide an external link via chat or email, claiming the seller's item has been purchased through Buyer Protection.
• Sellers are then instructed to click a link to receive their funds, which leads to phishing websites designed to steal personal or financial information.

Here are some sample images of how Fake Buyer Protection works on Carousell. So stay alert and safe!

Example 1 - Fake Carousell admins are sending messages like the one below, falsely claiming that one of the seller’s items has been sold. They instruct the seller to reply with "Confirm" to supposedly receive payment from the so-called buyer.

Example 2 - Another example below are fake and look-alike images used in phishing emails sent after the seller "confirms" the so-called sold item. Scammers may also request the seller’s email address to proceed with the fake payment and checkout process.

3. What is Buyer Protection?

Buyer Protection is a legitimate feature on Carousell, designed to protect buyers by holding payments until the buyer confirms they’ve received the item as described. Payment is made through the Carousell platform, using Carousell supported payment methods and all done within the app.  It ensures that the transaction is safe for both parties. However, scammers are misusing the name of this feature to conduct their fraud.

4. How do scammers use fake payment confirmations?

Scammers send messages pretending to be official notifications from Carousell, stating that a payment has been made under Buyer Protection. They request sellers to click on external links or share personal information to "claim" their payment. Note that Buyer Protection will not direct you to external links. 

5. Why should you avoid clicking on external links?

Clicking on links provided by scammers may lead you to phishing sites, which can steal your login credentials, personal information, or financial data. These links are not part of the official Carousell system and should be avoided at all costs.

6. How can you spot a Buyer Protection scam?

• Unsolicited emails or chats requesting personal information or external payments.
• Messages with payment links that are not within the official Carousell platform.
• Requests for your email address to continue the payment process, which is not a standard procedure on Carousell.

7. How can you protect yourself?

• Only communicate through the official Carousell platform.
• Do not click on external links or provide personal information via email or chat.
• Verify payment confirmations directly within the Carousell app.
• Report suspicious messages to Carousell’s support team immediately.

8. What should you do if you’ve clicked a phishing link?

• Change your Carousell password immediately.
• Check your financial accounts for unauthorized transactions.
• Report the scam to Carousell and local authorities to prevent further incidents.

9. Is Carousell responsible for these scams?

While Carousell provides Buyer Protection as a legitimate service, they are not responsible for scams conducted by third parties impersonating buyers or administrators. Always follow their official procedures to stay safe.

10. Where can you report a scam on Carousell?

You can report any suspicious activity directly through Carousell’s in-app reporting feature or by contacting their customer service for further assistance.

By staying vigilant and avoiding external links, you can protect yourself from falling victim to Buyer Protection scams.