• Quality compliance & claims

Quality Compliance & Claims

 

At eCarsTrade, we’re committed to transparency and resolving any issues fairly. This page explains how we ensure quality compliance and the steps to take if you need to open a claim.

Service history

Most of the vehicles on eCarsTrade come from Europe’s leading leasing and rental companies. These cars are often maintained under official brand dealership contracts, which means most of them have a complete service history.

However, cars might also come from trade-ins (dealerships selling vehicles from private individuals), meaning they might not have a service history.

If a car’s service history is available, you can find it under the description on the car’s page.

Some suppliers provide the digital service history after the pickup of the vehicle. In this case, the service history will not be visible online, but it will be mentioned in the auction description.

❗If the service history is not shown, it means it might be unavailable for that vehicle. Missing service history cannot be used as a reason to make a claim after buying the car, so please take this into account before placing a bid.
❗We only provide the digital service history when it's available, never the paper booklet, even if it's visible in the photos.

Appraisal report

If the leasing or rental company collaborates with an independent inspection service like Dekra or Macadam, the vehicle will have an additional appraisal report. This report includes detailed photographs, highlighting the vehicle’s condition and any visible damages.

It’s important to carefully check both the appraisal report and the photos of the car before placing a bid. If the damage is visible in the photos or mentioned in the report, it cannot be claimed later.
 

❗If the appraisal report is not shown, it means it is unavailable for that vehicle. A missing appraisal report cannot be used as a reason to make a claim after buying the car, so please take this into account before placing a bid.

The importance of photos in claims

❗When resolving claims, photos always prevail over the written description of the vehicle. If a detail is visible in the photos but not mentioned in the description, the photos will take precedence.

For example, if the description says the car has "5 seats", but the photos clearly show only 2 seats, we will resolve the claim based on the photos.


Who takes the photos for the car ads and the appraisal report?

  • Our Stock - photos are taken by eCarsTrade (if the photos feature our logo) or the supplier.
  • Auctions and Fixed Prices - photos are taken by the supplier (both for the car ad and the appraisal report).

 

Always check the photos carefully before placing a bid, as they are the most reliable source of information about the car.

If there’s a problem with the car that wasn’t visible in the photos or mentioned in the appraisal report (if available), you can open a claim.

How to open a claim

Claims are reviewed on a case-by-case basis. Since we are purchasing the cars on behalf of the client, our goal is to reach a fair compromise between the client and the leasing company. Possible solutions include monetary refunds for significant claims or discounts on future purchases.

 

Get in touch with your Account manager to receive the claim form. After you open the claim, you will receive a written reply within one week.

Claims are processed once a week by our dedicated claim department.

 

Time limit for opening a claim

The time limit for opening a claim depends on the type of pickup:

  1. Pickup with company plates

    • Body damages - notify us immediately after the pickup
    • For technical and all other issues - notify us within 48 hours after the pickup

  1. Pickup by an official truck transport - notify us within 48 hours after the reception of the car. The issue must be noted both on the receiver's and the carrier's copy of the CMR before the transport company leaves your compound. If the issue has not been noted on the CMR, the claim can be rejected.

 

Conditions for a claim

For a claim to be accepted, it must meet the following conditions.

  1. Claim amount: The cost of the issue must be more than €300 (excl. VAT).

  2. For body damage, send us:
    • Clear photos and/or videos of the damage
    • Photo of the VIN number
    • Photo of the dashboard with the mileage visible
    • CMR with the problem noted on it
    • Diagnostic report* (might be needed upon request)

  3. For technical issues, send us:
    • Video that demonstrates the issue with the engine running and shows the VIN number + the dashboard with the mileage visible
    • CMR with the problem noted on it
    • Diagnostic report* (mandatory)

  4. Mileage limit: In case of defects, the vehicle must not have traveled more than 100 km beyond the mileage recorded on the purchase invoice.


 

*The diagnostic report must include the mileage, the VIN number, and details about the issue, with official spare parts codes from an authorized car garage (+ their contact details).

The cost of the diagnostic report must be covered by the customer and cannot be reimbursed by eCarsTrade. Our Claims department reserves the right to get in touch with the garage for additional information.

Non-claimable damages and defects

❗Claims cannot be made in the following cases:

  • Vehicles with more than 250,000 km mileage

  • Vehicles marked with the damaged icon 

  • Vehicles marked with the technical issues icon 

  • Vehicles showing any error lamps in the photos, even if not marked with the technical issues icon.

Please consider the condition of the vehicle carefully before placing a bid.

 

Non-claimable technical issues

  • Battery

  • Belt idler

  • Wheel bearing

  • Oil stains on the engine

  • Used brake pads/discs

  • Defective shock absorbers

  • Flywheel (if the mileage exceeds 100,000 km)

  • Automatic gearbox (if the mileage exceeds 170,000km)

  • Unchanged/not replaced timing belt or distribution chain

  • Air conditioner not cooling

  • Missing GPS driver (disc or SD card)

  • Particulate filter (if the mileage exceeds 150,000km)

  • Missing service history or Certificate of Conformity (COC)

  • Variations in CO2 emissions values (Customers should verify CO2 values themselves prior to bidding/buying: Belgian cars, Dutch cars)

  • Mileage difference of up to 2,500 km between the listed mileage and the actual mileage (this difference doesn't affect the car's value)

    •  

    Non-claimable exterior and interior issues

  • Defective headlight bulbs

  • Tires and wheels

  • Missing second car key

  • Missing engine cover

  • Missing plastic car bottom

  • Chipped paint or repainted parts

  • Chipped windshield glass

  • Small scratches (max. 10cm)

  • Cracked fog lights

  • Interior wear (e.g., cracks in faux leather, used leather)

  • Stains, dirty interior or odors (e.g., smoke or animal smell)

  • Missing or worn accessories (e.g., spare tire, emergency kit, tools)

  • Missing small components (e.g., car logo, radio antenna, cigarette lighter, trunk cover, wheel covers)

  • Missing service history paper booklet

    •  

    If your claim involves any of the points listed above, it will be rejected.

     


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