[Singapore] How do I claim warranty as a seller for InstantBuy Tech?

My buyer reached out to me and claimed that the device he purchased with InstantBuy Tech is defective. What should I do?

1. Chat with the buyer to understand the issue and assist with basic troubleshooting.
2. Check the order completion date and inform the buyer if the phone is still within the return or warranty period. 
3. Ask the buyer to bring the phone to your store for further evaluation if required. Ensure that the IMEI number of the phone is the same as the one sold. Identify the cause of the issue and let the buyer know the estimated cost of repairs. 
4. If the buyer is claiming a warranty after 30 days from his delivery date, you will be able to claim the repair fees from Carousell. Please contact us under My Transactions> InstantBuy > I’m a Seller > Warranty Claim. You will need to provide the order id, reason of claim, and estimated repair amount in the ticket. 
5. We will assess the claim and approve/reject your claim via email within 24 hours. Once approved, you may proceed with the repairs and let your buyer know. You will need to provide the warranty invoice to us once the repairs are completed. Ensure your invoice has the following information: 
   1. • Order Id (E.g. 44dd7607-c21a-4432-8541-370d2e14e349)
      • IMEI number
      • Claim Amount
      • Claim reason/ Details of repairs done
      • Attn to Carousell Trust Pte Ltd, 23 Rochester Park #05-01 Singapore 139234
6. Once the invoice has been submitted, your claim will be passed to our finance team for processing. Claims are processed twice a month on every 2nd and 4th week of the month. 

What happens when Carousell rejects my warranty claim? 

Claims may be rejected due to the following reason(s):

• The issue occurred within the first 30 days from the item delivery date. The warranty for the first 30 days for both hardware and software should be covered by you.
• The reason for your claim is not covered under the warranty terms. We do not accept claims from defects on consumable parts (e.g. batteries) or software, even if packaged, embedded in, or sold with the phone.
• The IMEI number did not tally with the original purchase invoice. 
• The amount of repair has exceeded the cost of the phone. For such cases, we recommend you to do an exchange of the phone and resubmit the claim.
• The phone has exceeded the number of times that it can claim a warranty. Warranty can only be claimed twice for each phone and the total cost of subsequent repairs combined cannot exceed the cost of the phone. 
• The 6 months warranty window has expired. 

If your claim is rejected, you will need to inform your buyer and check with him if he would like to proceed with the repairs. The buyer must acknowledge and agree that the repair cost will be borne by him should you proceed with the repairs. 

For approved warranty claims, how will the payment be processed and how long will it take for the payment to be inside my account?

Once you have completed the repairs, you will need to submit the warranty invoice to us. Our finance team will only proceed with the claims payment when we receive the invoice from you. Please ensure that your invoice contains all the required information;

• Order Id
• IMEI number
• Amount
• Claim reason/ Details of repairs done
• Attn to Carousell Trust Pte Ltd, 23 Rochester Park #05-01 Singapore 139234

Note that claims payments will be processed by our finance team in the 2nd and 4th week of every month. You may choose to receive the payment via PayNow or Bank Transfer when the approval is given via email. 

Is there a cap to how much I can claim from Carousell? 

Warranty claims with Carousell can only be made twice for each device where the total cost of repairs combined does not exceed the price at which the buyer purchased. If the device cannot be repaired or the repair cost has exceeded the cap, we encourage you to do an exchange instead. Please resubmit your claim using the cost of the exchange. 

What is covered under the 6-month warranty?

This 6-month warranty is only applicable for orders transacted on Carousell via InstantBuy. The warranty period starts from the time the item is received physically by the buyer, as per the delivery tracking code. 

In the first 30 days from the day the buyer receives the item, the buyer can claim a warranty for both hardware and software defects from you by bringing the phone to you for repairs. 

Subsequently, from Day 31 till 5 months from the day the item was received, you will be able to claim the repair costs from Carousell for any defects that are not:  

• Due to damage caused by third party product(s), force, misuse, abuse, accident, water, or any external factors and ordinary wear and tear such as corrosion, rust, stains, scratches, dents on the casing or paintwork, and any other damages that arise due to the buyer’s own negligence.
• Related to software and consumable parts (e.g. Battery) even if packaged, embedded in, or sold with the phone.

Any costs due to the above reasons have to be borne by the buyer should they choose to proceed with the repair.