My vehicle was incorrectly described on the auction page
My vehicle was damaged
If your car or motorcycle was damaged during transport, it is important to contact both the seller and Catawiki immediately in order to report the issue. Please provide photos, video and other relevant information. We have more details on this below. Catawiki will then investigate the claim and assist you in the communication with the seller. It is important that you do this within 3 days of receiving the vehicle. You can learn how to contact the seller here.
In order to ensure that the vehicle has arrived safely and in good condition, we strongly recommend that you thoroughly check the vehicle for any damage before signing for the delivery. Be sure to look through the interior, exterior, underside, engine etc. If you see any damage, please create a detailed damage report together with the transporter and ask them to sign it. Keep a copy of the report for yourself. In addition, document the damage with photographs, video and any other supporting material. We have more details on this below.
Once you have documented the damage, notify the transport company immediately and provide the proof of damage. Make sure that you also provide this material to the seller by contacting them via our internal chat tool and ask if they can provide you with photographs of the vehicle before transport. After you inform the seller and transport company, contact us. Our specialists will then let you know about any additional steps to take.
My vehicle was incorrectly described on the auction page
When your vehicle arrives, we recommend that you review the various conditions outlined in this article and compare it with the details on the auction page.
If after reviewing this, you are certain of differences with the vehicle that has been delivered and the details on the auction page, please review this article on what to do if your order was incorrectly described.
What should I provide?
As a general guideline to help process a claim, we advise providing as much of the following materials as you can. Also refer to the CMR document (see below) that the transport companies use along with the delivery.
- At least one picture in which the vehicle is shown in its entirety
- At least five detailed and sharp pictures that clearly show the differences between the original listing and the received item.
- A detailed description of the most important differences with the original lot description.
- A video that shows the condition of the car, if needed.
- If the claim is more technical (eg. issues with the brakes, engine, clutch, gearbox, etc.) then we kindly ask for you to provide a signed and detailed report from a certified garage or dealer.
Since most videos are easily bigger than the allowed attachment size for emails we advise you to use a service like WeTransfer for sharing large files.
What is a CMR document?
A CMR (Convention des Marchandises par Route) is a document issued by the transport company. It has basic information about the vehicle being transported, sender and recipient details, and any additional items that the vehicle is being sent with (logbooks, keys, spare wheels, etc). It is typically used as a receipt of delivery, and you will be asked to sign it upon receiving the vehicle.
There are three copies of the document, one for the seller, one for the buyer and one for the transport company themselves. Sellers will fill out part of the document when the vehicle is collected by the transport company, as proof of the condition prior to shipment. The buyer's copy will be checked and signed by them on receipt to confirm the condition after shipment.