A claim may arise when a buyer believes that the condition of the vehicle differs from the information recorded when the vehicle was valued and offered.
A clear and complete vehicle description helps prevent claims. Therefore, always make sure that all visible and known damage, defects and other relevant details are correctly recorded in the vehicle dossier.
When can a buyer submit a claim?
The buyer has 48 hours after receiving the vehicle to submit a claim if the vehicle turns out to have more damage or discrepancies than was indicated during the valuation and when the vehicle was offered.
What happens when a claim is submitted?
When a buyer submits a claim:
The buyer contacts you regarding the identified discrepancy.
Discuss the claim with the party to whom the vehicle was allocated.
Work together towards a suitable solution.
It is important to assess the situation carefully and consider the information that was available when the vehicle was offered.
How can I prevent claims?
A good vehicle presentation helps prevent a lot of uncertainty.
Make sure that you:
Report all visible damage.
Add clear photos of the vehicle and any damage.
Describe technical defects or other relevant details.
Record the condition of the vehicle as completely as possible.
For more information about correctly recording damage, see the article:
How do I report vehicle damage (claims)?
Need help?
Do you have questions about a claim or are you unable to resolve the matter together? Please contact the CarCollect Customer Success team.