Assurance | Arbitration
Fair Transactions
For Buyers & Sellers
FAIRNESS
Vehicle not what you expected?
Have you purchased a vehicle with issues that weren't disclosed? Has the title not been provided on a vehicle you purchased? You may be eligible for arbitration. To find out if you qualify, check out our eligibility requirements. Our Case Specialists will help walk you through the resolution process and work to update you as you progress. The teams will utilize the NAAA Arbitration Policy along with our Manheim Marketplace Policies to protect both buyers and sellers and ensure fair and ethical transactions.*
Start a Claim Check Claim Eligibility
*Different policies may apply depending on the type of vehicle and channel in which it is sold. For a complete list of policies governing arbitration, please review the Arbitration section of the Manheim Marketplace Policies.
The Arbitration Process
During the arbitration process, Manheim acts as a neutral intermediary to investigate and resolve transaction-related disputes. If your claim is valid, possible outcomes include, but are not limited to, sales price adjustment or sale cancellation.
Keep in Mind
- Adherence to timelines provided by the case specialist will facilitate a fast resolution.
- Arbitration should be initiated online to ensure the details of you claim are fully captured.
- Claims must be filed within the time periods defined by Appendix I of the NAAA Arbitration Policy.
- Service may be subject to arbitration fee.
Manheim is dedicated to being a trusted marketplace and a critical component is fair arbitration that supports both sides of a transaction. However, we know arbitration policies can be complicated, that’s why we offer Arbitration Guides to answer your most common questions. These guides are a companion resource and do not replace our marketplace or NAAA policies.
Eligibility
When you buy a vehicle at auction, certain factors determine if it qualifies for arbitration. Things like auction announcements, the lighting system, vehicle costs, and title are a few of these factors.
Vehicles Sold With Sale Light Information
Arbitration for vehicles sold under the Manheim sale light system is governed by the NAAA Arbitration Policy.
| Light Color** | Meaning | Eligible for Arbitration? | Notes |
|---|---|---|---|
| ● Green | Vehicle free of any known defects | Vehicle is guaranteed under the conditions outlines in NAAA Policy by the seller. Any single mechanical defect with a repair cost of $800 or more is eliglble to arbitration. | Refer to Arbitration Guidelines (section VII) of the NAAA Arbitration Policy for more information. |
| ● Yellow | Vehicle sold under announced conditions | Auctioneer or Selling Representative has made announcements that qualify/clarify the condition or equipment and limit arbitration of this vehicle in conjunction with the green light or when limited guarantee is announced. | Refer to Appendix I ("Limited Guarantee") of the NAAA Arbitration Policy for more information. |
| ● Red | Vehicle sold as-is | Seller makes no disclosures on the condition of the vehicle and carries no major component arbitration elegibility. Limited portions of vehicle history and other arbitration coverage may still apply. |
Refer to Appendix I of the NAAA Arbitration Policy for more information. |
| Special Disclosures Affecting Arbitration | |||
| ● Blue** or No Title Present |
Used to announce vehicles sold without title present | Subject to other lights or announced conditions. | Refer to Title Arbitration Policy and Local Title Rules. |
| Total Resource Auctions (TRA) |
Red Light with restrictions | Arbitration eligibility is very restricted, typically limited to odometer and title announcements. | Refer to TRA arbitration addendum. |
*Different policies may apply depending on the type of vehicle and channel in which it is sold. For a complete list of policies governing arbitration, please review the Arbitration section of Manheim Marketplace Policies.
**During in-lane sales, lights are normally located above the auction block. During Simulcast sales, lights are at the top right of the sale window
***Use of Blue Light may vary by region due to geographic customs. For additional info on specific location policy, see Manheim locations.
Vehicles Sold Without Sale Light Information (OVE.com)
OVE.com vehicles do not operate under the sale light system. All vehicles are considered to be "ride and drive" (R/D) unless specifically labeled as-is. For more information, see the Addendum to 2023 NAAA Arbitration Policy for OVE.
| Vehicle Condition | Meaning | Eligible? | Notes |
|---|---|---|---|
| R/D | Vehicle free of any known major defects | Vehicle is guaranteed under the conditions outlines in NAAA Policy by the seller. Any single mechanical defect with a repair cost of $800 or more is eliglble to arbitration. | Refer to Arbitration Guidelines (section VII) of the NAAA Arbitration Policy for more information. |
| R/D with Announcement | Vehicle sold under announced conditions | Auctioneer or Selling Representative has made announcements that qualify/clarify the condition or equipment and limit arbitration of this vehicle in conjunction with the green light or when "limited guarantee" is announced. | Refer to Appendix I ("Limited Guarantee") of the NAAA Arbitration Policy for more information. |
| As-Is | Vehicle sold as-is | Seller makes no disclosures on the condition of the vehicle and carries no major component arbitration elegibility. | Refer to Appendix I of the NAAA Arbitration Policy for more information. |
| Special Disclosures Affecting Arbitration | |||
| No Title Present or Title Status Not Specified | Used to announce vehicles sold without title present | Subject to state or local guidelines, sellers have up to 30 days to deliver titles to auction. (Once received, Auctions will be allowed a reasonable time for processing, handling, and shipping or making available to Buyer.) | For additional information see Special Arbitration Procedure for OVE Section B Item 3 |
| TRA | As-Is with restrictions | Arbitration eligibility is very restricted, typically limited to odometer and title announcements. | Refer to TRA arbitration addendum. |
*Different policies may apply depending on the type of vehicle and channel in which it is sold. For a complete list of policies governing artbitration, please review the Arbitration section of the Manheim Marketplace Policies.
Arbitration Steps
First, find out if your purchase is eligible for arbitration, then go to your Purchases and select the vehicle you want to arbitrate. You can begin your claim and submit documentation online by selecting Start a Claim on the right side. After you have filed your claim, a Manheim representative will contact you to understand your needs and help resolve it.
If you are having trouble filing a claim online, you can contact any Manheim location for assistance.
Arbitration Status
You can check on your recent claims in your Purchases, where you can see one of the following statuses:
| Status | Meaning | Owner | FAQs |
|---|---|---|---|
| Assigned to Arbitrator | Your case has been assigned to a Case Specialist, and is currently under review. They'll contact you with next steps. | Manheim |
Q: Once my case is assigned, when can I exect an update? A: You should expect to receive an update within 1 business day. |
| Awaiting Documentation | Your Case Specialist needs additional documentation or information. | Client |
Q: How soon should buyers submit documentation for their claim? A: ASAP, but not to exceed 5 calendar days* |
| Awaiting Vehicle | We are waiting for your vehicle to be sent to Manheim or an approved location to be inspected and verified. | Client |
Q: How long do buyers have to return the vehicle to Manheim for inspection? A: ASAP, but not to exceed 5 calendar days* |
| Awaiting Title | We are waiting to receive your vehicle's title, and cannot continue your case until we have it. | Client |
Q: When do buyers need to return the title on a successful Arbitration claim? A: ASAP, but not to exceed 5 calendar days* |
| Pending Validation | Your vehicle has been received and is currently in process for inspection. | Manheim |
Q: Can I send pictures or videos of the vehicles, instead of transporting is back to Manheim? A: Yes, your Case Specialist may consider images or videos as a means to validate your claim. But in come cases, it's necessary to send the vehicle in for full inspection. |
| Pending Resolution | Your Case Specialist is reviewing all documentation, vehicle history, and inspection results. | Manheim |
Q: How long does it take Manheim to come to a final decision? A: Timelines vary depending on the nature of the case. Please consult with your Case Specialist for an expected date. |
| Case Closed | Your case has been reviewed and a final decision has been made. | Client |
Q: Where can I view the details of my case decision? A: Check Manheim Post Sale Management for additional information after it's closed. |
