Have you received a vehicle and noticed that it has more damage than was visible or described in the vehicle dossier? You can submit a claim to the seller.
Always inspect the vehicle carefully upon receipt and compare its condition with the information that was available during the bidding process.
When can I submit a claim?
You can submit a claim when the damage to the vehicle differs from the information available in the vehicle dossier.
Examples include:
Damage that was not visible in the photos.
Damage that was not mentioned in the vehicle description.
Technical defects that were not indicated.
Please note: normal signs of use or issues that were clearly visible or mentioned in the vehicle dossier are not covered by a claim.
Take the vehicle's age, mileage and trading risk into account
CarCollect is a business-to-business trading platform where vehicles are offered to professional traders.
When purchasing a vehicle, you can expect its condition to be consistent with:
The age of the vehicle.
The mileage.
The vehicle's usage history.
The description and photos in the vehicle dossier.
There is always a certain level of trading risk when purchasing used vehicles. Normal wear and tear, signs of use and defects that are consistent with the vehicle's age and mileage therefore do not automatically qualify for a claim.
As a buyer, it is important to carefully assess the available vehicle information, photos and description before placing a bid.
Important: transport method for a claim
A claim regarding additional damage is only valid when the vehicle has been transported on a trailer from the seller to the buyer.
If the vehicle was driven from the seller to the buyer, a valid claim cannot be submitted for damage that may have occurred during driving or use.
Therefore, always check the condition of the vehicle upon receipt and take photos immediately if you notice any discrepancies.
How long do I have to report a claim?
You have 48 hours after receiving the vehicle to submit a claim.
Report any discrepancies to the seller as soon as possible so that they can assess the situation and handle the claim further.
How do I submit a claim?
Contact the seller and provide the following information:
The CarCollect ID.
The vehicle registration number.
A clear description of the damage you have identified.
Photos clearly showing the damage.
Any additional information about the transport and delivery.
The seller will assess the claim and discuss the further handling with you.
What does CarCollect do when a claim is submitted?
CarCollect facilitates the platform on which the purchase was made. The claim is initially handled directly between the buyer and the seller.
If support is required, CarCollect can assist in facilitating the process.
Tip
Inspect the vehicle immediately upon receipt and take photos of its condition and any damage.
Always assess in advance whether the vehicle matches your trading expectations based on its age, mileage, photos and vehicle description.
There is always a certain level of trading risk when purchasing used vehicles. By doing proper research beforehand and carefully inspecting the vehicle upon receipt, you can help prevent unexpected issues.
Do you have questions about a claim? Please contact the seller or the CarCollect Customer Success team.