[Singapore] Service Fee invoice guide for Certified Mobile sellers

We’re updating how offline buyer visits are charged for Certified Mobiles sellers in Singapore.

More buyers want to visit a store to view a phone before deciding. To make things clearer and more consistent for everyone, we’re simplifying how these will be charged (previously sent as Out-of-platform transactions - OOPT fees).

From 1 Jan 2026 onwards:

• On-platform purchases through the Buy button will continue to be charged at the usual success fee.
• When a buyer contacts you with clear purchase intent, such as arranging a visit or reserving an item, a 3.5% lead fee will apply.
• A service fee up to 3.5% may apply when a buyer is led out of Carousell through chat.
• A service fee up to 3.5% may also be calculated based on estimated revenue from completed transactions made through chat, instead of the Buy button.
• You won’t be charged more than once for the same buyer, even if they chat across different listings.

This means we’ll stop the current OOPT charging model and the 1% rebate, and move to a more standardised approach.

What counts as an offline lead

An offline lead is when a buyer clearly shows intent to visit your store which you get as a quality lead from Carousell. 

This purchase intent, or quality lead, is detected by our AI model based on the buyer’s chat signals and actions.

Examples of clear purchase intent include:

• arranging a store visit
• reserving an item
• confirming they want to come down to view the phone

We don’t charge for general chats, e.g.:

• ‘Is this available?’
• ‘Can lower price?’

How much is the fee

The fee is 3.5% of the listing price, capped at 7% of the listing price.
 

When you’ll be charged

You’ll be charged when a buyer shows clear intent to visit your store.

You' pay more compared with the previous OOPT model, because more offline activity is now captured. But you’ll only be charged for buyers who showed clear intent to visit.
 

When you won’t be charged again

You won’t be charged more than once for the same buyer within 14 days.

You won’t be charged again if:

• the buyer bought any of your listings on Carousell within 14 days of visiting your store
• the buyer visited your store multiple times within 14 days
• the buyer viewed one listing at your store, but bought another listing from you within 14 days
• the buyer chatted with you across different listings

What if the buyer didn’t buy anything

We only charge when there is clear intent to visit your store.

We also cap charges per buyer to help avoid overcharging.
 

When you’ll be invoiced

You’ll receive a monthly invoice on the 10th of every month. The invoice is based on transactions detected in earlier months, depending on the service fee type.

• Transactions made via chat and outbound chats are based on transactions detected from 1 month ago
• Chats with offline lead intent are based on transactions detected from 2 months ago

For example, an invoice issued on 10 April may include:

• chat transactions and outbound chats detected in March
• offline lead intent detected in February

Your invoice will include:

• a clear breakdown of all leads
• the charges for each billing period

You’ll have 30 days to make payment once the invoice is issued.
 

Why is offline lead charged from a different month?

An offline lead follows a different detection timeline from other service fee types. This helps prevent the same transaction from being detected and charged more than once.

If a transaction was already detected in an earlier month, it won’t be included again in service fees for later months.
 

How do I make payment?

To make payment, go to Insights > Estimated revenue, then look for Last Month's revenue.

If you have payment due, tap the arrow to go to the payment page.

You can pay using:

• Visa
• Mastercard
• PayNow

Tip: Tap Download to download your invoice or view the full breakdown of charges.

You should also receive a notification in your Updates tab > For action if an invoice is issued for payment. 

What happens if payment is overdue

If payment is not made by the due date, the following restrictions will apply:

❌ Your listings will be set to inactive

❌ You won’t be able to create new listings or mark listings as active

Please refer to our terms here, which will apply to all Professional Accounts with a Service fee invoice.

💡 Payment and account restrictions
If your account is restricted because of unpaid service fees, the restriction will be lifted immediately once payment is made.

*Prohibited Conduct: Requesting Removal of Transaction Details from Chats

To ensure transparency and uphold the integrity of Carousell's service fee policy, sellers are strictly prohibited from requesting buyers to delete or remove transaction details from chats.

Such actions shall be construed an attempt to circumvent Carousell's service fee policy.

Failure to adhere may result in enforcement actions taken against your account, including, but not limited to, a temporary suspension of your selling activities.