Buyer Protection Scams: How to Prevent Being Scammed

1. What is a Buyer Protection Scam?

The "Buyer Protection" scam emerged in Hong Kong after Carousell launched its "Buyer Protection" feature. Scammers impersonate buyers or Carousell administrators, tricking sellers into providing personal information (like WhatsApp or email) or visit websites that lead to phishing attacks.

2. What is Buyer Protection?

Carousell launched Buyer Protection to keep transactions safe by holding funds until the buyer confirms the item has been received in the expected condition. To stay protected, all payments must be made using Carousell’s supported payment methods, and all operations of the transaction should be completed within the Carousell platform. This ensures a secure and traceable process for both buyers and sellers. If you want to know about BP, please see.

3. How do these scams work?

1. Scammers create fake payment confirmations.

Scammers Impersonates buyers or Carousell administrators to send fake payment confirmation messages via private messages. They then ask sellers to provide their email address, WhatsApp, or WeChat, or to click an external link to continue the "payment process (to complete receiving funds)." In the next step, scammers send phishing emails or use highly deceptive, official-looking images on WhatsApp to trick sellers into sharing more personal information.

2. Scammers fabricate fake delivery requests, asking sellers for personal information and directing the conversation off Carousell.

Carousell Official Delivery partners with various local courier companies to offer trackable delivery. Scammers exploit this by impersonating buyers or Carousell administrators, asking sellers to provide information like their email address, WhatsApp, or WeChat, or to click external links to continue the "delivery process."

＊Scam Prevention Tip: If your item has Buyer Protection enabled, you don't need to provide your email address or phone number to receive payment or arrange delivery.

If a buyer asks you to enable Buyer Protection, you just need to set it up yourself within the app. Neither the buyer nor Carousell administrators need any of your personal information. 

The process for setting up Buyer Protection absolutely does not require clicking external links. If the buyer provides a link and asks you to set up, this is also a fraudulent process.

If you encounter any of these situations, stop the conversation immediately and report it to us. (Please refer to point 8 below for reporting instructions.

4. Why should you avoid clicking external links?

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

5. How to protect yourself?

• Only communicate within the official Carousell platform.
• Do not click external links or provide personal information via email or private messages.
• Verify payment confirmations directly within the Carousell platform.

• Report suspicious messages to Carousell's official customer service team.

   

6. What should you do if you have clicked a phishing link?

• Immediately change your Carousell account password.
• Check your bank account for any unauthorized transactions.
• Report the scam to Carousell and local authorities to prevent similar incidents from happening again.

7. Is Carousell responsible for these scams?

Carousell works hard to prevent scams by removing suspicious listings, blocking malicious accounts, and educating users. 

Carousell can help! 

When:

• The full transaction was done on Carousell via ‘Buy’ button so it is covered under Buyer Protection terms.
• The issue is reported within the dispute window.

What we can help with:

• Suspend suspicious accounts.
• Assist with eligible refunds or returns.
• Guide users through disputes.
• Work with local authorities when needed.
   

When we cannot help:

• The deal and/or payment were made through channels outside Carousell, such as WhatsApp or Telegram.

For your safety, keep all chats and transactions in-app. If you suspect a scam, please report it through the app. If payment was made on Carousell, we’ll support you through the resolution process.

8. How to report a scam to Carousell?

You can report any suspicious activity directly through the reporting function within the Carousell app, or contact the official customer service team for further assistance.

By staying vigilant and avoiding clicking external links, you can protect yourself from becoming a victim of Buyer Protection scams.

As of July 18, 2025