Manheim Buyer Arbitration Guide

First, you’ll want to review the Manheim and NAAA policies (located in reference link below) to help determine if the issue is one that is arbitrable or not. It’s also important to review the Condition Report, Seller announcements, and also determine if it was referenced in other seller comments or disclosures.

Reference: Manheim Marketplace Policies

Your case will be assigned to a Case Specialist who will then contact the buyer and seller to let them know what to expect next. The typical process will include a verification and validation process that may require a vehicle inspection. Once all information is reviewed and compared to the related disclosures and announcements, the Case Specialist will share the outcome with all parties.

Reference: Manheim Marketplace Policies

Provide information that describes the specific nature of the claim along with any unique conditions that may influence or reveal the issue more clearly. (i.e. Transmission slips above 50 mph). Please be as thorough as possible when detailing the nature of your claim. Typically, there will only be one arbitration opportunity per transaction.

No. Based on the nature of the claim, we may consider an approved 3rd party or OEM shop to help diagnose this issue. Our Claim Specialist may also offer you a virtual or off-site inspection option. We are currently using an independent 3rd party partner to help perform these inspections and provide an objective and unbiased diagnosis.

Reference: Manheim Marketplace Policies

Yes, our Claim Specialist may consider picture or video files as an alternative means to validate a claim. However, based on the nature of the claim, it still may be necessary to bring the vehicle to a Manheim location or arrange for an off-site inspection.

Reference: Manheim Marketplace Policies

Ensure the transport provider documents damage on the Gate Pass prior to leaving the auction lot. This is critical for any transporter or individual that will take delivery on your behalf. If we cannot document that damage was evident prior to vehicle release, your claim may be denied or deemed transport damage.

Reference: Digital Buyer Protection

Please send as soon as possible but no later than (5) calendar days from request by Claim Specialist.

Reference: Arbitration Process Timelines/Deadlines

Please send as soon as possible but no later than (5) calendar days from request by Claim Specialist.

Reference: Arbitration Process Timelines/Deadlines

Please send as soon as possible but no later than (5) calendar days from request by Claim Specialist.

Reference: Arbitration Process Timelines/Deadlines

Yes, vehicles with an excess of 200 miles over the odometer notation on the bill of sale are not eligible for arbitration.

Reference: NAAA Arbitration Policy

For Arbitration, Manheim’s wholesale labor rate is $95* per labor hour.
Note: This is the rate used to determine whether the issue is arbitral or not. There may
be slight regional differences in the ultimate repair price due to changing market conditions.
* Manheim locations in California use $115 per labor hour for Arbitration estimates

Reference: Arbitration Estimate Process

No, Manheim typically uses standard quality or grade aftermarket parts. OEM parts will only be considered if there is no aftermarket equivalent. However, in the event of missing or damaged non-mechanical equipment, we may consider a used part as a reasonable substitute.

Reference: Arbitration Estimate Process

Yes. Reasonable transportation costs are subject to reimbursement by the Seller in a successful arbitration claim.

Reference: NAAA Arbitration Policy

Manheim policy exercises the NAAA “local auction policy” provision and provides 10 calendar days of arbitration coverage for Digital transactions (Sale Day is Day 1). This includes units purchased via Simulcast and/or OVE.

Reference: NAAA Arbitration Policy

Buyers may arbitrate vehicles sold on OVE or Manheim Express if the Seller’s disclosed mileage is understated by more than 200 miles.

Reference: Policy for OVE and Manheim Express

Yes, a Seller may offer these vehicles with a Limited Guarantee announcement.

Reference: $3,000 and Under Arbitration Policy

No, specific announcement required for missing emission components.

Reference: NAAA Arbitration Policy (Appendix I)

No. All vehicles must show miles per hour on the speedometer and miles traveled on the odometer.

Reference: NAAA Arbitration Policy (Section VI)

Yes, “Previous Canadian” disclosure is required for any vehicle (regardless of manufacturing origin) having been registered in a Canadian province. Additional announcements may be required as well due to the use in Canada (i.e. Full or partial voided warranty)

Reference: NAAA Arbitration Policy (Section VI)

No, we do not use Electronic Data Vehicle Histories (CarFax, AutoCheck, etc.) for verification. Instead, we work to rely on NICB, government Title, law enforcement, or insurance records for validation. However, data reported from these sources may be used as part of the investigation to lead to other cited resources.

Reference: NAAA Arbitration Policy (Section VII, paragraph 4-g)

No. Vehicles selling for $3,000 or less are only subject to arbitration for odometer issues (present and history) and title issues (present and history) unless announced as “Limited Guarantee”. If announced as “Limited Guarantee”, Buyers may arbitrate for defects that the Limited Guarantee covers as per the NAAA Arbitration Policy Appendix 1.

Reference: $3,000 and Under Arbitration Policy

DRIVABLE: This limited condition indicates a vehicle could or could not start and move forward when the condition report was completed. This is not an announcement/ guarantee of road worthiness or likelihood to remain DRIVABLE.

Reference: Manheim Marketplace Policies

No, the specific defect should be announced.

Reference: NAAA Arbitration Policy (Section 3, paragraph 6)

Certain unique, exotic, or hand-built vehicles are not eligible for this assurance product. Other restrictions may include price point or mileage limits.

Reference: Post Sale Inspection Policies

Sunroofs are accessories and not subject to arbitration after four model years while convertible tops are integral to the function of a convertible vehicle and are, therefore, arbitral.

Reference: NAAA Arbitration Policy (Section VII, paragraph 4-j)

Tires, wipers, brake pads, shoes, rotors, belts, hoses, lubricants/fluids, timing belts, bulbs, filters, suspension components, shocks, struts, etc.

Reference: NAAA Arbitration Policy

This announcement alerts the buyer that more than 50% of the exterior panels are covered by vinyl or other similar coatings. Due to this wrap, cosmetic defects may not be visible to the auction or buyer. Therefore, defects covered by the wrap are not subject to arbitration.

Reference: NAAA Arbitration Policy

No, however, the vehicle must be returned in the same or better condition (separate from the mileage) and the Buyer may be subject to excessive mileage charges.

Yes. Buyers may be assessed a penalty for excessive mileage for any vehicle returned with more than 500 miles above what is noted on the Bill of Sale.

Reference: Excessive Mileage Guideline

Once a Buyer files a claim or notice to return a vehicle, the Seller has until the end of the “next business day” to provide the title to the auction.
Note: Title claims filed after 3:00 PM (local auction time) will not be processed or acknowledged until the following business day.

Reference: NAAA Arbitration Policy (Section IV, paragraph 9)

Take advantage of Ready +2 to extend your Arbitration time when using Ready Logistics. Digital purchases which are transported by Ready Logistics have their arbitration window extended 2 days beyond the delivery date. While its rare for transport to take >10 days, if delays impact your shipment, know that you’ll still be protected. This can be an ideal solution for long or difficult shipments. This program is complimentary for any vehicle purchased from a Manheim auction and transported by Ready Logistics. Please refer to Manheim’s Digital Buyer Protection for more details, limitations, or restrictions.

Reference: Digital Buyer Protection

The DealShield DS360 Guarantee protects your wholesale vehicle purchases, allowing you to buy with confidence and remain profitable. DS360 is a paid subscription that provides a 21 day/360-mile vehicle return protection for ANY reason. DealShield coverage is valid at over 120 Auctions in the US including, but not limited to, Manheim auctions.

Reference: DealShield

Some vehicles inspected by a Manheim Express Concierge and purchased through the digital Manheim marketplace may be eligible for DealShield 21-Day Return Guarantee which is a complimentary coverage to eliminate buyer remorse. See terms for eligibility details.

Reference: Manheim Complimentary DealShield

Manheim Digital Buyer Protection automatically applies to and is activated on digital purchases that have a condition report performed onsite at a Manheim Auction or offsite by Manheim Express Concierge.

• To qualify for a claim, defects must be singularly $200 or more and reach a cumulative total of $800 within that line item/covered item to be eligible.

Covered Items

• Undocumented visible exterior damage, unacceptable undocumented paintwork, or missing exterior equipment
• Undocumented glass damage
• Undocumented visible interior damage or missing interior equipment
• Tire tread depth: gross misrepresentation – off by 2/32nds or higher (resulting in tread depth of 4/32nds or below)

Reference: Digital Buyer Protection

Sellers can request Manheim perform a vehicle inspection on a vehicle at their lot called Manheim Express. Manheim will send a concierge to inspect the seller’s vehicles which provides buyers with 360-degree high resolution images, an NAAA backed Inspection Grade, undercarriage video, OBD2 engine codes, and includes a guarantee that benefits both the buyer and the seller. Buyers can take advantage of Manheim’s Digital Buyer Protection to assure them that Manheim stands behind the accuracy of condition reports that were performed while sellers benefit from Manheim Express’s Seller Release where a seller will not be involved in potential arbitration related to areas of inspection the concierge is responsible for.

Utilize Presale with Simulcast Proxy and 24/7 Marketplace Listed Vehicles to give you more time to Review. Bidding or Buying 24/7 vehicles means you have a set period of when that vehicles offering will end. That gives you more than just a few seconds to review all critical information about that vehicle like AutoCheck vehicle history data, negative announcements or comments and condition report information. Similar best practices apply to a vehicle being offered through a live auctioneer led sales through a physical Manheim location. Vehicles are usually all listed a day in advance of that auction sale. Some vehicles will have negative announcements and some negative announcements will be made at the time the vehicle is offered, if any are to be made. Rest assured; sellers must announce specific arbitrable details about a vehicle based on the light they intend to sell a vehicle under. Should you place a proxy bid, which is a maximum bid amount that you want Manheim to bid up to on your behalf, that proxy bid will be systematically cancelled if a negative announcement is made at the time the seller offers that vehicle. If no negative announcement is made, it is still highly encouraged that you purchase assurance like a post-sale inspection, to prevent any unknowns that you might find when you take delivery of your purchase.