Manheim Buyer Arbitration Guide
In this guide, you will find answers to the most common questions you may have so you can be fully informed on how you are protected in the Manheim marketplace.
If you have any questions that you are not able to resolve in this guide, please reach each out to your local auction or 866-Manheim and select Arbitration.
INTRODUCTION
This arbitration guide is intended to provide transparency into the complex arbitration process so you can be fully informed on how you are protected with Manheim.
Manheim’s Arbitration Services is dedicated to providing a premium claim resolution experience to our clients, regardless of where your claim originated.
Our dedicated experts leverage the shared knowledge provided by our national support system of Manheim arbitrators in order to deliver faster, more consistent and fair processes on decisions and claim resolution.
If you have additional questions not addressed here, please contact your local Manheim Auction and speak with an Arbitration Claims Specialist so you can be fully informed of the process and responsibilities of both buyers and sellers. – Manheim’s Arbitration Services Team
CLAIM PROCESS
Have you purchased a vehicle with issues that weren’t disclosed? Has the title not been provided on a vehicle you purchased? You may be eligible for arbitration. In this section you can find answers on how to determine eligibility and what you can expect during the claim investigation.
Manheim investigates every claim and works with both parties to find a fair and equitable resolution.
I JUST PURCHASED A VEHICLE AND BELIEVE THERE MIGHT BE A PROBLEM WITH THE VEHICLE. HOW CAN I DETERMINE IF THE ISSUE IS ARBITRABLE?
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
Now that I’ve filed my arbitration claim, what will happen next?
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
WHEN COMPLETING THE ONLINE ARBITRATION CLAIM FORM, HOW DETAILED SHOULD I BE WHEN PROVIDING THIS INFORMATION?
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.
IF I FILE AN ARBITRATION CLAIM, DO I ALWAYS HAVE TO RETURN THE VEHICLE TO MANHEIM FOR VERIFICATION?
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
INSTEAD OF TRANSPORTING THE VEHICLE BACK TO MANHEIM, CAN I SEND PICTURES OR VIDEO OF THE DAMAGED OR DEFECTIVE ITEMS?
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
A VEHICLE I PURCHASED WAS DELIVERED WITH VISIBLE DAMAGE THAT DID NOT APPEAR ON THE CONDITION REPORT, THEREFORE, I THINK THIS MIGHT BE FRESH DAMAGE. WHAT NOW?
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
ONCE A CLAIM IS FILED AND ACKNOWLEDGED BY THE CLAIMS SPECIALIST, WHEN DO BUYERS NEED TO SUBMIT DOCUMENTATION FOR THEIR CLAIM? (I.E. ESTIMATES, IMAGES, ETC.)
Please send as soon as possible but no later than (5) calendar days from request by Claim Specialist.
Reference: Arbitration Process Timelines/Deadlines
WHEN DO BUYERS NEED TO RETURN THE VEHICLE TO MANHEIM FOR INSPECTION?
Please send as soon as possible but no later than (5) calendar days from request by Claim Specialist.
Reference: Arbitration Process Timelines/Deadlines
WHEN DO BUYERS NEED TO RETURN THE TITLE ON A SUCCESSFUL ARBITRATION CLAIM?
Please send as soon as possible but no later than (5) calendar days from request by Claim Specialist.
Reference: Arbitration Process Timelines/Deadlines
IS THERE A LIMIT TO HOW MANY MILES A BUYER MAY DRIVE A VEHICLE AND STILL BE ELIGIBLE FOR ARBITRATION?
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
WHAT LABOR RATE IS USED TO CALCULATE MECHANICAL REPAIR ESTIMATES FOR ARBITRATION CLAIMS?
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
DO YOU CONSIDER USED PARTS PRICING WHEN COMPLETING ARBITRATION REPAIR ESTIMATES?
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
ARE TRANSPORTATION COSTS REIMBURSABLE TO THE BUYER FOR SUCCESSFUL AND VALID ARBITRATION CLAIMS?
Yes. Reasonable transportation costs are subject to reimbursement by the Seller in a successful arbitration claim.
Reference: NAAA Arbitration Policy
POLICY
Transactions conducted with Manheim are upheld to the standards laid out in the NAAA standards.
It is critical to understand the policies that govern Manheim auctions so that you can be fully informed of your rights and responsibilities when you participate in the marketplace.
HOW MANY DAYS DO I HAVE FOR ARBITRATION IF I BUY ONLINE?
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
WHAT CAN A BUYER DO IF A SELLER MISSTATES MILEAGE ON AN OVE OR MANHEIM EXPRESS LISTING?
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
ARE SELLER’S ALLOWED TO OFFER A GUARANTEE ON VEHICLES SOLD FOR $3,000 OR LESS?
Yes, a Seller may offer these vehicles with a Limited Guarantee announcement.
Reference: $3,000 and Under Arbitration Policy
DO “ALTERED EMISSIONS” OR “ALTERED EXHAUST” EXEMPT A SELLER FROM ANNOUNCING MISSING EMISSION COMPONENTS? (I.E. CATALYTIC CONVERTERS)?
No, specific announcement required for missing emission components.
Reference: NAAA Arbitration Policy (Appendix I)
CAN WE SELL A VEHICLE IN KILOMETERS?
No. All vehicles must show miles per hour on the speedometer and miles traveled on the odometer.
Reference: NAAA Arbitration Policy (Section VI)
CAN WE SELL A PROPERLY IMPORTED AND CONVERTED FORMER CANADIAN VEHICLE?
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)
CAN WE USE CARFAX TO DOCUMENT AN ARBITRATION CLAIM FOR TOTAL LOSS, SALVAGE, MILEAGE CONCERNS (TMU/NAM) OR SIMILAR HISTORY ISSUES?
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)
CAN A BUYER ARBITRATE FOR UNDISCLOSED STRUCTURAL DAMAGE IF THE CAR SOLD FOR $3,000 OR LESS?
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
WHAT DOES DRIVABLE MEAN ON A CONDITION REPORT?
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
DO ANNOUNCEMENTS SUCH AS “ENGINE LIGHT OVER $800” EXEMPT THE SELLER FROM ARBITRATION?
No, the specific defect should be announced.
Reference: NAAA Arbitration Policy (Section 3, paragraph 6)
WHY IS A POST SALE INSPECTION NOT AVAILABLE FOR MY PURCHASE?
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
CAN YOU ARBITRATE FOR A SUNROOF OR CONVERTIBLE TOP THAT DOESN’T WORK?
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)
WHAT ARE SOME EXAMPLES OF “WEARABLE ITEMS”?
Tires, wipers, brake pads, shoes, rotors, belts, hoses, lubricants/fluids, timing belts, bulbs, filters, suspension components, shocks, struts, etc.
Reference: NAAA Arbitration Policy
WHAT DOES THE ANNOUNCEMENT “VEHICLE WRAP” OR “WRAPPED VEHICLE” COVER RELATIVE TO ARBITRATION?
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.
WHAT DO THE DIFFERENT SALE LIGHTS MEAN? GREEN, YELLOW, RED?

Reference: NAAA Arbitration Policy
TITLES
Arbitration includes specific policies relating to vehicle titles. This section provides further detail pertaining to titles at auction.
DOES THE 200-MILE ARBITRATION LIMIT APPLY FOR VEHICLES RETURNED FOR LATE OR NO TITLE?
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.
FOR LATE TITLE ARBITRATIONS, DO WE CHARGE FOR EXCESSIVE MILES DRIVEN ON LATE TITLE RETURNS?
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
IF AN ABSENT OR LATE TITLE CLAIM IS FILED, WHAT TIME PERIOD IS ALLOWED FOR THE SELLER TO PRESENT THE TITLE TO THE AUCTION?
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)
PREVENTION
Manheim has several programs and products which can either reduce your exposure or eliminate your risk completely.
Many of these programs come at no additional charge to the buyer or seller. Learn how you can optimize your behavior to reduce your risks.
I HEAR STORIES OF LONG TRANSPORTATION PERIODS THESE DAYS WITH ALL THE TRANSPORTATION PROVIDERS AVAILABLE. WHAT WOULD HAPPEN IF A DELAY WERE TO OCCUR AND REDUCE OR ELIMINATE MY AVAILABLE DAYS TO ARBITRATE?
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
HOW CAN I REDUCE MY RISK OR WORRY ABOUT ARBITRATION? I WORK TO BUY VEHICLES THAT PRESENT THEMSELVES AS QUALITY INVENTORY BUT AM FRUSTRATED WITH GETTING BURNED. IS THERE A SERVICE OR PRODUCT I CAN BUY TO JUST RETURN A VEHICLE WITHOUT HAVING TO BE INVOLVED IN AN ARBITRATION?
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
WHAT DOES MANHEIM’S DIGITAL BUYER PROTECTION COVER?
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
I SEE VEHICLES OFFERED THROUGH MANHEIM BUT ARE LISTED AT SELLERS LOT WITH A MANHEIM CONDITION REPORT. HOW CAN I TRUST THE ACCURACY OF A VEHICLE’S INSPECTION WHEN IT’S NOT AT AUCTION AND WHO PERFORMED THE VEHICLE INSPECTION?
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.
VEHICLES ARE ONLY OFFERED ON THE AUCTION BLOCK FOR A FEW SECONDS, AND IT IS EASY TO MISS A CRITICAL DETAIL ABOUT A VEHICLE THAT WAS EITHER ANNOUNCED OR VISIBLE ON A CONDITION REPORT. HOW TO I GIVE MYSELF MORE TIME TO MAKE SURE I DO NOT PURCHASE THE WRONG VEHICLE?
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.