How to File an Arbitration Claim at B2B Vehicle Auctions

Filing windows range from 48 hours (BCA) to 10 calendar days (most North American platforms).

A dealer wins a vehicle through an online auction, arranges transport, and three days later discovers undisclosed frame damage along the left front rail. The condition report stated “no structural damage.” The clock is already ticking — depending on the platform, this dealer has between 48 hours and 10 calendar days to file a claim, and as few as two days after that to upload every piece of evidence.

This article walks through the exact mechanics of filing an arbitration claim, platform by platform, with deadline comparisons, a ready-to-use notification template, and the seven mistakes that get valid claims denied. For the broader overview of how arbitration works, eligibility rules, and the sale light system, see the parent arbitration claims guide.

Know Your Deadline Before You Bid

Filing windows vary significantly across platforms — and the evidence deadline is always shorter than the filing deadline. Missing either one results in automatic denial, regardless of how strong the claim is. The table below compares deadlines across seven major B2B auction platforms.

Manheim provides the longest evidence window at five calendar days per milestone, while ACV Auctions and ADESA give just two days (calendar and business, respectively). BCA in the UK operates the tightest overall window — 48 hours from collection or 500 miles driven, whichever comes first, with all evidence required at the time of filing.

Step-by-Step Arbitration Claim Filing Process

The filing process follows six steps across all major platforms. Most failures happen at steps two and five — documentation and evidence upload. Prepare for these steps before you even bid.

The filing process has six steps — most failures happen at steps 2 and 5 (documentation and evidence upload).

After filing, the platform’s arbitration team reviews your claim alongside the seller’s response and all submitted evidence. Approximately 90% of claims resolve within two weeks. The 2025 NAAA policy update also allows platforms to offer repair-in-lieu-of-return as a resolution option, giving sellers an alternative to full buy-backs.

Arbitration Claim Notification Template

Some platforms accept or require email-based claim submissions alongside portal filings. Use the template below to structure your initial notification, or generate a customized version with the Claims Template Builder. Pre-filling your dealer details and standard evidence list saves critical time when a defect surfaces.

For a standalone downloadable version, see the Arbitration Claim Email Template.

Seven Mistakes That Kill Arbitration Claims

Most denied arbitration claims fail on process, not merit. The defect was real, the evidence existed, but the dealer missed a procedural requirement. These seven mistakes account for the majority of denied claims across all platforms.

1. Missing the filing deadline. Filing windows range from same-day (IAA in-lane) to 10 calendar days (most North American digital platforms). There is no grace period.
2. Missing the evidence deadline. This is separate from the filing deadline and always shorter. ACV requires all evidence within two calendar days of filing. ADESA requires it within two business days.
3. Driving beyond the mileage cap. ADESA disqualifies claims if the odometer exceeds 100 miles from the listed reading. ACV caps at 150 miles. Copart caps at 300 miles. BCA caps at 500 miles. Exceeding the limit voids your claim regardless of the defect.
4. Repairing before resolution. Altering the vehicle in any way — even a minor repair — before the arbitration process completes results in automatic denial on every platform.
5. Filing through the wrong channel. A phone call to the seller is not a claim. An email to your sales rep is not a claim. Use the platform’s designated portal, app, or claims line.
6. Vague claim descriptions. “Car has issues” gets denied. “Frame damage to left front rail, not disclosed in condition report dated [date], repair estimate $3,200 from ASE-certified facility” gets resolved.
7. Filing multiple separate claims per transaction. ACV Auctions explicitly limits buyers to one claim per transaction. Consolidate all defects into a single, comprehensive filing.

What Happens After You File

Once you submit a claim, the platform assigns an arbitrator who reviews the evidence from both buyer and seller. The arbitrator may request a third-party inspection at a designated facility. Both parties can submit additional documentation during the review period.

Resolution timelines vary by platform — ACV Auctions typically resolves claims within three to seven business days, while CarOnSale mediation takes seven to 14 business days. Across the industry, approximately 90% of claims resolve within two weeks. The four possible outcomes are:

• Full return/refund — The sale is unwound. The buyer returns the vehicle and receives a full refund of the hammer price and buyer fees.
• Price adjustment/partial credit — The most common outcome. The arbitrator reduces the sale price to reflect the undisclosed defect’s impact on value.
• Seller-funded repair at wholesale rates — The seller pays for repairs at wholesale labor rates ($90/hour for gas engines, $100/hour for EVs at ACV; up to $135/hour at some Manheim locations).
• Claim denial — The claim is rejected due to insufficient evidence, missed deadlines, or the defect not meeting arbitration criteria.

Platform Quick-Reference Checklist

Use this checklist for every vehicle you purchase at auction. Print it, post it in your reconditioning bay, and run through it within the first hour of receiving any vehicle. Every item exists because skipping it has cost dealers valid claims.

Filing an arbitration claim correctly is a compliance exercise — the outcome depends as much on following the process as on the strength of the underlying defect. Dealers who build these steps into their standard receiving workflow protect themselves on every transaction, not just the ones that go wrong. Before bidding, run through the Auction Readiness Checklist. For a broader understanding of arbitration eligibility, the sale light system, and seller-side prevention strategies, return to the Arbitration Claims guide. To factor arbitration risk into your bidding strategy, use the Break-Even / Max Bid Calculator.