Help! I got scammed on Carousell!

We take scams very seriously. We will do what we can to help you take the right course of action. Unfortunately, depending on what happened we may not be able to recover your losses, but we will guide you through your options and help you connect with the police if necessary. 

First, we need to know what kind of scam you fell victim to. 

Please identify what kind of scam happened to you by reading the common types of scam below and take action accordingly. 

Someone pretended to buy my item and stole money

This is a phishing scam. Most likely the fake buyer got you to open a link, either on Carousell or by luring you to Telegram or WhatsApp first. Here is what you should do right away: 

1. Protect yourself from further harm:

   1. If you input card details into the scammer's website, block your card immediately.

   2. If you input login details for your bank account, immediately change your password and contact your bank.

2. Report the user through the Carousell app to help us stop this scammer. Find the scammer's user profile and report the scammer:

   1. Tap the 3 dots at the top right corner of the screen

   2. Report the user as a Phishing Scammer

   3. Type any details that may help our team understand how the scammer operated

There is unfortunately nothing we can do to recover your lost funds in this case. Phishing scammers are professionals, and we are in a constant battle to keep them off our platform. Your bank may be able, in some cases, to reverse the transaction. But  if you ended up giving your bank- or card details to the scammer, it may be impossible to recover lost funds. 

In the future, please consider taking the following steps to protect yourself: 

• Keep chats on Carousell. Don't fall for tricks to lure you to Telegram or Whatsapp.

• Do not click any links a buyer gives you. On Carousell, a seller NEVER, EVER has to use a link provided by a buyer to complete a transaction.

• Keep an eye out for Carousell's 'safety tips'. It is highly likely that safety tips had been shown to you during the chat session with the scammer. They are there for a good reason. Please read them carefully and take a moment to consider that a scam may be happening. 

A seller failed to send my item after I paid for it, or an item is not as described

If your transaction is covered by Buyer Protection (the 'Buy' Button), you can easily get your money back. Please choose the relevant article for your country below: 

• [Singapore] What does Buyer Protection cover?

• [Hong Kong] What does Buyer Protection cover?

• [Malaysia] What does Buyer Protection cover?

If your transaction was not covered by Buyer Protection, please go to this article and follow the instructions: 

• How can I report a dispute with my transaction?

👉 Remember: Always check the item carefully during your meet-up to make sure it matches what was agreed in chat.

Electronics: Verify receipts, serial numbers, or model details in chat and in person (do a search online to confirm originality).

Branded Bags: Request authenticity cards, receipts, or certificates and confirm they’re included.
❗If the price seems too good to be true, it probably is ❗

Appliances: Request a demo video and test the item at the meet-up in a safe location.

Event tickets and vouchers: Check the vendor’s terms and conditions before buying, as some may not be valid for resale and could be turned away at entry.