When the buyer submits a claim, we first determine whether it's valid. If it's not valid, we close the claim.
If it is valid, we determine whether the claim qualifies for resolution. To qualify for resolution, the issue must match the claim description and the repair cost must meet the minimum for the claim type.
To determine whether the issue matches the claim description, the buyer must submit evidence based on the type and severity of the issue. Evidence may include photos, videos, and diagnoses. We tell the buyer which evidence to submit after we review their claim.
If we don't receive them on time, or if the issue doesn't match the claim description, we close the claim. Otherwise, we determine the repair cost based on industry-standard part and labor prices, not the price paid at a repair shop.
For cosmetic claims, there is no minimum repair cost to qualify for resolution. For all other claims, the repair must cost at least:
If the claim is cosmetic, or the repair cost meets the minimum, the claim qualifies for resolution and we offer to cover part of the repair cost. If the repair cost is below the minimum, we close the claim.
The buyer has two business days after receiving our offer to accept or decline payment. If the auction has Purchase Protection+, the buyer can either accept payment or unwind the sale.
If we don't receive the buyer's response within two business days, we pay the offer amount and close the claim. If the buyer declines the offer, we close the claim.
If we pay the buyer, they can't unwind the sale.
When we close a claim, the sale stands and the seller keeps the proceeds. The buyer can open only one claim per auction, regardless of the outcome.
Chat (recommended)
Log in to our website, go to My ACV, and click the chat bubble.
Email
service@acvauctions.com
Phone
1-800-553-4070, option 4
This article does not replace or modify ACV’s policy; it is only a summary. You can find ACV’s policies on our website.
