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For buyers

FAQ

For buyers
FAQ - Buyers - Registration
1. Registration
Get started easily with OPENLANE! Our registration process is designed to be quick and straightforward, so you can start exploring our marketplace without delay.
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2. Login & Account
Discover everything you need to know about logging in and managing your account on OPENLANE in this section.
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FAQ - Auction process
3. Auction process
Understand each step of participating in an auction on OPENLANE, from placing bids to what happens once the auction ends.
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FAQ -
4. Negotiation
Discover how our negotiation capabilities can help you increase your auction success and make it easier to strike more deals!
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FAQ - Car description
5. Car description
Find answers to your questions related to car descriptions, including damage information and pictures, maintenance details, and more.
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FAQ - Costs and payments
6. Cost & Payments
Easily navigate costs and payments with the right information, including auction fees, payment terms, and more.
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FAQ - Transport and pickup process
7. Transport & Pick Up process
Need to arrange transport or pick up a vehicle? Get all the essential information you need to navigate the logistics smoothly.
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FAQ -
8. Transport & Pick Up documents
Have the right documents ready for transport and pick-up, as they are crucial for a smooth experience.
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FAQ - Car documents and other docs
9. Car documents and other related documents
Discover which documents are essential throughout the purchase process.
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For buyers

6.1 How and when do I pay for the vehicle?

Once you have confirmed your purchase in ‘My account’, we’ll send you an invoice for your purchase via email. You have one business day to pay your invoice.

Please always include the registration numbers of all vehicles you paid. This helps us to follow everything up and process your payments more quickly. As soon as your payments are received and processed, you will receive a confirmation email and all related invoices will be available online in ‘My Account’.

Important: We only accept payments coming from a bank account registered on your company’s name and from the country where your company is registered. In addition, the payment should be made in full. In case of partial payments for one vehicle, we shall charge additional fees.

We do not accept cash payments or payments from companies with an invalid VAT number. A refund of a received payment will result in a cancellation of the purchase and we shall charge additional fees.

When a vehicle is not paid on its due date, it will give us the right to postpone any further delivery of goods/and or services.

For fast accurate communication about your vehicle, please always include its registration number. You can find the entire buying process here.

9.1 When will I receive my car documents?

Your car documents will be sent with the vehicle if they are available. Otherwise, they will be sent to you via recorded delivery as soon as they become available.

9.2 Can I get a copy of the car documents before the car is delivered?

No, the car documents will be sent with the vehicle if they are available. Otherwise, they will be sent to you via recorded delivery as soon as they become available.

9.3 What do I do if I’ve lost my car documents?

OPENLANE does not keep copies of vehicle documents. But if you can’t find them, you lose them or they are stolen, there’s still no need to panic. The first thing to do is contact the DVLA, who will be able to help you further.

OPENLANE has no input into or influence over this decision. We do wish you every success.

9.4 Can I influence the shipping time of car documents?

It’s not possible to influence the shipping time of the car documents. The car documents will be sent with the vehicle if they are available. Otherwise, they will be sent to you via recorded delivery as soon as they become available.

9.5 Can I get a duplicate invoice?

Lost your invoice? No problem. All our invoices are available online as PDF files.

All your vehicle information, including the invoice, will be permanently available at ‘My account’ > ‘Orders’.

You can also contact us at info@openlane.co.uk to request a copy.

8.1 What is a Pickup Authorisation (PuA)?

With a pickup authorisation (PuA) or release note, you or your driver can pick up your vehicle. In other words, this document gives you permission to collect the car. Without the pickup authorisation (PuA) or release note, the vehicle cannot be picked up.

This procedure is in place to ensure your vehicle is not picked up by the wrong driver. Please inform the pickup location about the intended date and time of pickup. How long in advance you should do this is mentioned on the PuA or release note. Be sure to follow the instructions carefully.

If, for some reason, your driver does not have the PuA or release note with them, you must:

1. Send the PuA with this information via email to the email address on the PuA.
2. Inform our Customer Service Agent about the date of pickup, the name of the transport company and the name of the driver.

Click here for the addresses and opening hours of our pickup locations.

9.6 Can I get a hard copy of my invoice?

OPENLANE has abandoned printed documents for the convenience of electronic documents. They’re better for the environment and have the same legal status as hard copy equivalents.

Do you still need a hard copy invoice?
Contact our customer service team at info@openlane.co.uk and they will be able to provide you with a hard copy of your invoice.

9.7 What is the difference between the invoice address, the postal address, and the delivery address?

The invoice address is the official company address registered in the VAT Information Exchange System (VIES) or Chamber of Commerce. The invoice address appears on the invoice and is the address to which we will send the hard copy of your invoice via regular mail unless you nominate a postal address.

You can nominate a postal address if you wish to receive your car documents, hard copies of invoices, or any other documents you have requested at a different address to the invoice address. Your postal address can be different to the registered office address for your company; however, it must be in the same country in which your company is registered—car documents cannot be shipped to another country. 

The delivery address is the address to which we will deliver your vehicle. You can use different delivery addresses for different purchases. The delivery address can be submitted or changed when finalising each purchase.

9.8 Can OPENLANE provide me the technical inspection document?

No, we do not provide technical inspection documentation. However, to help you buy with confidence, we conduct mechanical checks on all vehicles listed for sale at OPENLANE UK, giving you a clear indication of the mechanical condition of the vehicle at the time of inspection.

The Mechanical Indicator grade can be found in the car profile section of the vehicle page. Please note, this is not a full inspection of the mechanical state of the vehicle and is a guide to how the vehicle was running at the time of assessment. Any vehicle over 8 years old, and/or with over 80,000 miles is Sold as Seen. Due to its mileage and/or age, no warranty is offered or implied on any mechanical or consumable components.

 

7.1 How can I order transport?

Simply let us know if you would like us to arrange delivery when you confirm your purchase online. You can select delivery to your address, or to a different address of your choosing within the UK mainland. Our customer service team will then get in touch by emailing you our best price and lead time.

If you have any further questions about transportation, please do not hesitate to contact us at logistics@openlane.co.uk 

7.2 When will my vehicle be ready for pickup if no transport service with OPENLANE was ordered?

If you opt to collect the vehicle yourself, you will be sent a Pickup Authorisation (PuA) code and instructions via email as soon as we have received your full payment. Read these instructions carefully, they will detail how and when you can collect your vehicle.

Click here for the addresses and opening hours of our pickup locations

7.3 What is the pickup procedure?

If you opt to collect the vehicle yourself, you will be sent a Pickup Authorisation (PuA) code and instructions via email as soon as we have received your full payment. You will need to present this code at the hub when collecting your vehicle. This information is also available to access from the ‘My Documents’ section in ‘My Account’.

Your instructions will detail the address, contact information and collection instructions specific to the hub where your vehicle is located. Simply follow these instructions when collecting your vehicle. Please allow 24/48 hours’ notice when booking your collection slot, and provide the name of your transport company and driver (if applicable).

Double-check you have all the necessary papers and documents before collecting. Don’t forget to take the PuA!   

Click here for the addresses and opening hours of our pickup locations.

7.5 Do I get license plates when I pick up the vehicle?

When you pick up your vehicle, the vehicle is not registered. You must always bring the necessary transit plates yourself. We do not provide them.

 

7.6 Can I change the delivery address for a transport I already ordered?

Changing the delivery address after the order is completed is not always possible. If you wish to change the agreed delivery arrangements after transport has been ordered, contact logistics@openlane.co.uk and we will do everything we can to accommodate your request. Changes may be subject to an additional charge.

If you have any further questions about transportation, please contact us, we are here to help.

6.2 How can I know when you have received my payment?

The best way to follow up on your purchases is in ‘My orders’. When we have received your payment, you can easily see it here. Your invoice will also appear under ‘My orders’.

You will also receive an email from us with vehicle pick-up or delivery information as soon as we have received your payment.

 

6.3 What are the rates in 2025?

Registration? Free. Bidding? Free. Customer support? Free. In fact, OPENLANE does not charge you anything unless you are successful in purchasing or selling a vehicle. A good deal? We think so.

If you do win an auction, certain mandatory fees apply. The auction fee depends on how much you eventually pay for a vehicle. These fees are displayed clearly clearly on the car detail page, allowing you to easily see and understand the total costs associated with each bid you place in an auction. Please always remember to take these costs into account when placing your bid.

* Rates are applicable as from 16/12/2024.

Transport fees
OPENLANE is happy to arrange transport for your vehicle, providing a fast and reliable service at a competitive cost. Don’t forget that when you order transport with us, a transport fee will be charged. This depends on your location and the location of the vehicle you purchase. You can find out more about transport here.

6.4 What is the VAT regime of a vehicle? What does it mean?

OPENLANE UK offers vehicles under normal VAT rules (normal VAT vehicles) and vehicles under margin scheme (margin vehicles). Vehicles under normal VAT rules are symbolized with “D” (D for Deductible VAT or Qualifying) on our website and margin vehicles are shown with “M” (M for Margin). The prices of vehicles under normal VAT rules are VAT excluded while for margin vehicles VAT is included in the price of the vehicle.

 

5.1 Has the vehicle been in an accident?

We share all the information online that we know from the seller. We advise you to check the car damage information carefully before you place any bids.

5.2 If no service book available, can I get a service history?

If there is service history available, it will be shown under the Documents and History section on the vehicle details page. Unfortunately, it is not possible to request a service history if there is no service book present with the vehicle.

5.3 Can I buy electric cars and transfer the leasing contract of the battery?

Yes, you can buy a car with a leased battery and as the new owner, you will be responsible for any future payments.

5.4 How can I recognise pictures from damages?

It’s easy to spot a damaged car on the OPENLANE website:

  • All images are labelled ‘Damaged’.
  •  If an image indicates specific damage, a red triangle will appear in the image carousel.

damage-indication-carrousel

5.5 Can I request a Service history, Maintenance history or Maintenance and repair report?

Yes, where available, you can request these documents. To find out whether or not the information is available, check the car details page and go to ‘Car profile’, then ‘Documents and history’ (under Specifications).

If the maintenance records are available, but you did not receive them with the original vehicle documents, you can contact our customer service team to request these documents. Please mention the vehicle’s registration number. It takes approximately 2–3 working days to receive the documents.

Please note: We do not provide additional stamps or modifications. You are not always receiving a service book. In some cases, you’ll receive a printout of the maintenance records.

5.6 The vehicle I’ve bought has stickers or logos on it. Will they be removed before delivery?

Yes. All stickers and logos will be removed before your vehicle is delivered.

As part of our purchase agreement, OPENLANE is required to remove all branding, stickers and logos applied by the previous owner(s) of the vehicle and present the seller with proof that they have been removed. This is because we buy vehicles from fleet owners without an exclusive partnership, precluding us from onselling them with existing branding.

Sticker removal is undertaken with the greatest care possible, however, depending on the quality of the stickers and the adhesive used, removing them may leave visible traces behind, such as lacquer or paint damage.

4.1 How does the negotiation process work?

When an auction ends, the highest bid is sent to the seller for approval. Sellers then have 24 hours to send one of three responses via the OPENLANE Sell portal.

  • Accept the offer – This means the car is sold to the highest bidder.
  • Decline the offer – This means the car is not sold and the highest bidder misses out. The seller can then auction the car again.
  • Make a counteroffer – The seller proposes a new price to the buyer. This price must be higher than the initial winning bid.

If the seller chooses to make a counteroffer, a new 24-hour window begins. Within this 24-hour negotiation period, the buyer and seller must settle on a new price. If this doesn’t happen, the offer is automatically declined, and the sale is off the table.

When the buyer receives a counteroffer, they have four options:

  • Accept the offer – This means the buyer agrees to buy the car for the price given in the counteroffer.
  • Send a new counteroffer – The seller will then have the opportunity to accept or decline the offer, or make a new counteroffer of their own.
  • Stand by the initial offer – This lets the seller know the buyer is not willing to pay more than their highest bid. The seller can then accept or decline the offer.
  • Abandon the negotiation – The buyer chooses to walk away, the car is not sold, and the seller is free to auction it again.

Buyers and sellers can send one another counteroffers until the end of the 24-hour negotiation period. Each time a counteroffer is made, OPENLANE will notify the other party via email so they can react as quickly as possible.

4.2 Can I negotiate on every car?

No, not all our sellers chose to negotiate at the end of an auction. There is no way for you to know upfront whether you will be able to negotiate with a seller, so it’s still in your best interest to maximise your chance of winning during the initial auction.

A seller can only negotiate on Dynamic auctions until the vehicle’s requested sales price has been reached. For Buy Now auctions, a seller can only negotiate if the bid is below the set price.

4.3 What happens if the 24 hours are over without having an agreement?

As of the first counteroffer from the seller, a 24 hour clock will start to count down. If neither seller nor you have accepted the offer, the last offer is automatically declined and the sale is off the table. The seller can then choose to put the car in auction again.

4.4 Can I use my mobile phone to negotiate?

Yes. Our marketplace  is 100% mobile friendly, so you can negotiate from any computer or smartphone with an internet connection.

4.5 What happens if I stand on my offer?

This lets the other party know that you’re not willing to increase your price anymore. The other party will have to accept or decline that offer, there is no more room for counteroffers at this point.

4.6 What happens if I abandon the negotiation?

Abandoning the negotiation allows you to walk away from the sale. All offers are off the table, and the seller can choose to put the car in auction again.

4.7 How will I know if I got a counter offer?

On the OPENLANE marketplace, counteroffers will be shown in the “decision pending” section of My Bids. You can respond to the counteroffer from here.

You will receive an email notification as soon as there’s a counteroffer, so keep a sharp eye on your inbox! We may also notify you via phone as soon as the offer arrives from the seller.

3.1 What’s the most effective way to search for vehicles?

Are you looking for a specific car? Or a range of different cars that suit your client base or car business? You can use different search options to look for cars.

There are three ways to find the vehicle you’re looking for, but firstly, we recommend that you log in immediately for the best browsing experience. Once you have logged in, our marketplace will automatically filter to show only UK stock:

  1. Quick search
    Do a quick search from the home page, by selecting a handful of criteria. Click the ‘Search’ button and you’re on your way. The amount of criteria is limited here. So if you want to do a more detailed search, pick option 2.
  2. Advanced search
    Click on Find cars and use the most appropriate search criteria: the make, model, fuel type, price range or perhaps the type of auction … You decide. Plus, you can log in and save the search filter to make everything even quicker and easier next time around.
  3. Auction overview
    You can also filter results from the Auctions page. Set your filters on the left-hand side of the screen and you’ll find the vehicle you’re looking for quickly and easily. You can also save these searches for later.

 

Here are some special tips you can keep an eye out for:

Email notifications
You can ask the system to notify you whenever vehicles matching your saved searches appear on the website. There’s no need to browse through the 12,000 vehicles on offer every day. You just need to relax and wait. To receive email notification, follow the following steps:

    1. Log in to ‘My account’.
    2. Click ‘Settings’ then ‘Notifications’.
    3. Tick the box to ‘Authorise receiving emails based on my Saved Searches criteria’.

3.2 How does the auction process work?

Once you are registered with OPENLANE, you are able to participate in the auctions. Find out all there is to know about how you can bid here. You’ll find a variety of auction types on our online car auction. Each type has its specific advantages.

In preparation for winning, we always recommend reading up on the process from bidding to payment and on to delivery.

3.3 How can I place a bid?

Once you have registered with a valid VAT number and email address, you can bid and buy in our auctions. Find out all there is to know about how you can bid here. Please keep in mind that every bid is binding. It is not permitted to cancel a placed bid.

Can’t place a bid?
There are different reasons why you may not be able to place a bid:

  • You are not logged in. Yes, we know, but it happens far more often than you would believe.
  • Our system checks VAT numbers to ensure they are valid. If it believes yours is invalid, it automatically blocks you.
  • One of your payments is late. According to our Terms and Conditions, must pay for a vehicle within two business days of confirmation. Our system will send you a reminder after four business days. After six days, your account will blocked and you will not be able to bid.
  • Customer service has revoked your right to use your account for reasons such as pending final delivery documents, unwanted behaviour, canceled cars, unprofessional communication or conduct, etc.
3.4 I won the auction, Do I always get the vehicle?

If your bid is the highest at the end of the auction, it does not automatically mean you win the vehicle if the reserve has not been met. In that case, the final decision is up to the seller. The seller can decide whether to accept the bid or refuse it, or sometimes negotiate. A decision is made within two business days. Every bid remains valid until the final decision is made.

How do you find out whether the seller has assigned the vehicle to you?

1. Via My account:
• When the seller agrees to assign the vehicle to you, the vehicle moves from “Awaiting seller agreement” to “To complete” in “My orders”. Here you need to confirm the vehicle.

• If the seller decides not to assign the vehicle to you, the vehicle will automatically move from “Awaiting seller agreement” to ‘My lost cars history’ in the ‘Archive’ folder. This last folder also includes vehicles you bid on but did not win. It stores every bid over the past three months.

2. By email:
You can choose to receive automatic emails that let you know whether or not you have been assigned the vehicle. You can change your email settings in ‘My account’ in ‘Account Settings’ under ‘Adjust my notification settings’.

3. Guaranteed assignment
If you don’t want to wait on a sellers response? There are alternatives. OPENLANE runs auctions where there is guaranteed assignment. Look for Buy Now auctions, where you can avoid the whole bidding process! The vehicle will be assigned to you when the auction concludes.

Click here to find out more about the different types of auctions OPENLANE run and how they might benefit you and your particular situation.

3.5 What if I want to cancel my purchase?

You cannot cancel a bid you have made. The seller has the choice of refusing your bid, but this is entirely at the discretion of the seller.

Every bid is binding. If your offer is accepted and the vehicle is sold to you, you cannot cancel your bid or the purchase. The payment must be made.

If you refuse to pay? You will be breaking a legal contract. Aside from the obvious legal ramifications, you will be blocked from bidding.

For a full explanation of our policy with regards to cancellations please read our Terms and Conditions.

3.6 How do I make a complaint?

Did the condition of the vehicle or the service you received fall short of your expectations? We want to know about it! We have procedures in place to ensure your claim is handled fairly and quickly.

Please read our claims policy. It has detailed information about how we process complaints. It also includes a list of elements that are excluded. You can find our claims policy in ‘My account’ under ‘Claims’.

If your complaint is something we cover in our claims policy, you can submit your claim directly in ‘My claims’:

  • Select ‘Claims’.
  • Select ‘File a new claim’.
  • Select the correct vehicle.
  • Enter the claim details and add any additional images/videos or documents that support your claim.

If you cannot find your vehicle in the ‘claims’ section, please send your claim and any additional supporting documents/videos/images directly to claims@openlane.co.uk

Our claims department will analyse your claim and check whether your claim is valid based on our terms and conditions. You will be informed directly via email from claims@openlane.co.uk

You have five days to accept the outcome. If your bank details are required, we will ask you to provide them within these five days.

1.1 Can I use OPENLANE?

Our auctions are available exclusively to professional car dealers and traders, and not for private individuals. 

You need to provide legitimate company details and VAT credentials to register with OPENLANE. If you fit this criteria, please follow this link to register with us.

1.2 How do I register?

OPENLANE is an automotive marketplace, exclusive to professional car traders and dealers. It’s completely free to register – meaning no joining fees or subscriptions!

It’s quick and easy to set up an account with us, here’s what you need to do:

1.  Head to our online registration form 
Access our registration form via openlane.co.uk/register or click the ‘register’ button at the top right of the home screen.

2.  Fill in your VAT number
Please enter your VAT number and click ‘Verify VAT number.’ The system will automatically check its validity.

3.   Company and contact details
Fill in your company and contact details. Make sure you enter a valid email address. Choose whether you would like to stay informed by email or phone (you can change this later in your ‘My account’ portal). Confirm that you are a professional car trader, agree with the terms and conditions, click submit and you’re good to go!

4.  Confirm your email address
Immediately after registering, you’ll receive a confirmation email. Please click on the link to activate your account. If you skip this step, you will not be able to start bidding!

For additional questions, feel free to contact sales@openlane.co.uk 

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