FAQ

Frequently Asked Questions

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Our auctions are available for professional car dealers and traders and not for private individuals. They must be represented by persons who are authorised to enter into legally binding contracts in accordance with the legislation in effect.

In order to register with CarsOnTheWeb, dealers and traders must provide legitimate company and VAT credentials. They are also required to allow us to check their activities. For this reason, they must provide us with their NACE codes.

If this is you, please do
register with us. If you have any questions, please contact a customer service representative or read our registration guide.


Related questions:
How can I prove my activity as a vehicle trader or dealer?
How do I register?

You’re a potential customer who wants to register with COTW? The first thing you do now is send us your email address and VAT number by filling out the registration form. We check these using the same up-to-date systems you’ve become used to on countless other websites and platforms. You’re registered as a new buyer in next to no time. You’re also free to start looking at different cars and to place bids.

Time to bid
What happens if your bid wins? It’s time for us to verify your identity. A check of your identity card at this point in the process doesn’t result in any delays because it takes place at the same time as other necessary steps are being taken by the seller. Once the check is complete – maximum one working day after uploading – you can continue placing bids.

A five-time winner
Before you know it, you’ve clocked up five auction wins. This means it’s time for you to provide your company documents. We’ll also use these to verify your status as a professional car trader. 

For additional questions, feel free to contact our customer service.


Related questions:
Can I use CarsOnTheWeb?
How do I change my password?

Would you like to change your password? No problem.

Log in to your user account ‘MyCOTW’, go to ‘Account settings’  and click on ‘Modify my details'. Here you can change your passwordWe advise against using special characters (ẫ, Ề, ệ, ồ, ỳ, ẵ, etc.) in your password.

If you’ve forgotten your password, you obviously won’t be able to access your 'MyCOTW' account. Just click where it says 'Forgot your password' on the Login page. We will email a new password to you.

Forgot your password

Alternatively, you can contact a customer service representative who speaks your language.


Related questions:
Why can I (still) not log in? 
Why is my account blocked? 

Once you are registered with CarsOnTheWeb, 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.

8 steps

If you still have questions, please do not hesitate to contact us.


Related questions:
What happens when an auction finishes?
Why and when are auctions sometimes extended? 

Are you looking for a specific car? Or a range of different cars that suit your client base or car business? There are three ways to find the vehicle you’re looking for:

1.   Quick search
Do a quick search from the homepage, 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.

4.   Email notifications
Here’s a great tip: 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 2,000 vehicles on offer every day. You just need to relax and wait.

To receive email notification, follow the following steps:

1. Log in to your 'MyCOTW' account.
2. Click 'Adjust my email settings'
3. Tick the box where it says 'Please notify me as soon as there are vehicles that correspond with my stored search criteria'.
4. Click 'Save' and you’re done. Simple.

5.   Mobile app 
The CarsOnTheWeb mobile app allows you to find cars, manage your bids and remain informed about the most important auction events. Click here to read how to use the app and get the most out of it.

Still having trouble? Don’t hesitate to contact us. We are here to help!


Related questions:
How does the auction process work?

After you have made your bid, you are unable to cancel it. 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, especially Article 5.2.2 and Article 12 ‘Blocking and cancellations'.

If you have any additional questions about this topic, please do not hesitate to contact us.


Related questions:
Why is my account blocked?
Why can I (still) not log in? 

You won the auction and the seller assigned the vehicle to you? Congratulations! Now you just need to get it to your doorstep. We are happy to arrange transport for you.

1. Standard transport
Log in and check "Delivery options" on the car detail page to see the estimated delivery times and prices. The transport fees displayed on our website are based on the physical location, the type and damage degree of the vehicle. 

Please note that you are welcome to arrange transport yourself. A Pick-up fee of €25 will be charged to customers who choose to organize transport themselves, to cover the costs for handling and administration. 


2. Optimo
If your company is located in Romania, Poland, Hungary, Slovakia, France, Belgium, the Netherlands, Bulgaria, Czech Republic, Austria, Italy, Spain, Portugal, Croatia or Slovenia we offer Optimo, the optimal payment, inspection & delivery service. Optimo contains 3 must-have services that only come at a small additional fee on top of the transport cost: a payment delay, additional inspection at the HUB and priority transport.

We will deliver the vehicle to an address of your choosing, or to a pickup hub near your location. Just let us know what suits you best. 

Important: the address where you want us to deliver your cars must be accessible for a truck, preferably located in an industrial area.

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


3. Optimo Fin
Optimo Fin goes 1 step further than Optimo. It allows you to pay for the car after you have sold it, but no later than 60 days after its delivery. Read more about it here.

If you have any further questions about transportation, please do not hesitate to contact us. We are here to help.


Related questions:
What is the pickup procedure?
What is a Pickup Authorisation (PuA)?
What is a CMR form and how do I complete it?
What is a Certificate of Delivery (CoD) and how do I complete it?

Registration? Free. Bidding? Free. Customer support? Free. In fact, CarsOnTheWeb does not charge you anything unless you are successful in purchasing or selling a vehicle. Good news? We think so.

If you do win an auction, certain mandatory fees apply. They include country-specific import fees, auction fees and fees for the related customs documentation. Please always remember to take these costs into account when calculating your bid.

The Auction fee depends on how much you eventually pay for a vehicle. However, we guarantee high-quality personal service no matter how much you pay! Every vehicle purchased also attracts a country fee. The fee depends on which country the vehicle is sold in. You will always find it listed on the car detail page

Pricing scheme_August 2018_EN
* Rates are applicable as from 01/08/2018.

Fee for export documents

 

Scenarios

Cost

Remark

1.

Vehicles from the EU are exported to a country outside the EU
(example: Belgian car is exported to Serbia)

EX: 100 euro

Mandatory document, always provided by COTW.

EUR1: 50 euro

Optional document. COTW will attempt to provide it upon request. Check our Administration page for further information.

2.

Vehicles from the EU are sold to another EU country.
(Example: a Belgian car is sold to Romania)

N/A

No export documents needed.


Transport fees

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.

A pick-up fee of € 25,00 will be charged to customers who choose to organize transport themselves, to cover the costs for handling and administration. For domestic transport, and vehicles or destinations for which CarsOnTheWeb does not offer a transport solution, the Pick-up fee will not be applicable.

IMPORTANT
1.
In case you order transport at a later stage in the process, the pick-up fee cannot be refunded.
2. Transport cannot be cancelled after payment

If you have any further questions about fees resulting from the purchase of a vehicle on CarsOnTheWeb, please do not hesitate to contact us. We are here to help you.

Related questions:
How does the auction process work?
What’s the most effective way to search for vehicles?


The best way to follow up on your purchases is through your 'MyCOTW' account. When we have received your payment, you can easily see it in your account. The vehicle will move from 'To be paid'  into 'Not ready for pickup'. The E-invoice will also appear under 'My invoices'.

You will also receive an email from us as soon as your payment has been confirmed by our bookkeepers and your invoice processed.

For cars that have been delivered, the invoice will appear as PDF files in your 'MyCOTW' account in → 'Archive' →  'My purchase history'.

Still not sure? Please do not hesitate to contact us with further questions.


Related questions:
How and when do I pay for the vehicle?
What are the rates for 2018?
Can I get a hard copy of my invoice?

Auction? Won. Payment? Made. Delivery? You don’t know what’s happening there. Unfortunately, we can't offer you an exact track-and-trace system (yet), since we are working with over 20 different transport partners. We do, however, give you an estimated date bracket in which we think your vehicle will be delivered or ready for pickup. The dates are based on historical data, and kept up to date. The time it takes to deliver the vehicle depends on the vehicle type, where it originates from and what the destination is. We are always committed to offering you reasonable lead times for a competitive price. You will find the transport price and estimated delivery dates under the "Delivery options" on the car detail page.

The best place to look for this information, however, is the car detail page for a specific vehicle. Just click on the 'Delivery options tab.

Delivery options

When you pick up the vehicle, make sure you or your driver always bring the Pickup Authorisation (PuA) and other necessary documents to pick up the car.

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


More information?

We do our best to have your vehicle ready and available for you as quickly as possible. If you have any questions, please do contact us. We also thank you for your understanding, cooperation and patience as you wait. It is highly appreciated.


Related questions:
What is the pickup procedure?

The auction has just ended and your bid is the highest … This doesn’t automatically mean you win the vehicle. In most cases, it is actually up to the seller. The seller can decide whether to accept the bid or refuse it. A decision is made within two business days (or sometimes longer, in which case it will be mentioned on the car description page). Remember that every bid remains valid during this period.

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

1. Via MyCOTW:
• When the seller agrees to assign the vehicle to you, the vehicle moves from 'My cars awaiting assignment' to the 'To be confirmed' folder. Here you need to confirm the vehicle.

• If the seller decides not to assign the vehicle to you, the vehicle will automatically move from My cars waiting assignment 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 'MyCOTW' in 'Account Settings' under 'Adjust my notification settings'.

Won-auction_EN


3. Guaranteed assignment

If you don’t want to rely on the seller to assign your bids? There are alternatives. CarsOnTheWeb run auctions where there is guaranteed assignment. Look for:

100% assignment: If your bid is high enough to win an auction, it’s high enough for the seller too. They will assign the vehicle to you after the auction concludes.

•  Buy Now auctions: You can avoid the whole bidding process by being the first to enter the Buy Now price. The vehicle will be assigned to you when the auction concludes.

•  Target auctions: If your winning bid is at least as high as the target price, you’ll be assigned the vehicle at the end of the auction.

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


Would you like to know more?
If you have any questions about vehicle assignment, the different types of auctions or anything else related to vehicle auctions, please do not hesitate to contact us. We are here to help.

Related questions:
How does the auction process work?

With a Pick up Authorisation (PuA), 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) you cannot pick up your vehicle.

This procedure is in place to ensure your vehicle cannot be picked up by the wrong driver. Please inform Customer Service and the pickup location about the intended date and time of pickup. How long in advance you should do this is mentioned on the PuA. So follow the instructions there carefully.

If for some reason your driver does not have the PuA with him, you have to:

1. Inform our Customer Service about the date of pickup, the name of the transport 
    company and the name of the driver.

2. Send the PuA with this information via email or fax to the email address or fax on the
    PuA.

Please note: For some vehicles from Germany, Belgium, France and Italy, you will need two PuA. They are:

• The official Seller PuA. It does not include your company name.
• Our standard PuA. It includes all your details as a buyer and is used to fill in our records. You can find it in your 'MyCOTW ' account.

Would you like to know more about the PuA form or the pickup procedures? Feel free to contact us.

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


Related questions:
What is the pickup procedure?

Picking up your vehicle is as easy as 1, 2, 3. Follow these three steps and you’ll cruise through the process without a second thought:

STEP 1: MAKE YOUR APPOINTMENT

Log in to 'MyCOTW' and download your Pickup Authorisation(s) (PuA). Send it to the email address or fax number on the PuA, together with:

• Your planned date of pickup; make sure this is at least 24 and preferably 48 hours away.
• The name of the transport company.
• The name of the driver.

This is how we make sure your vehicle isn’t accidentally sent away with the wrong driver. Remember to keep us well informed of the pickup date. It’s always a good idea to confirm all details. Double-check you have all the necessary papers and documents. Don’t forget to bring the PuA!   

STEP 2: PICK UP YOUR VEHICLE 

At this point, you’ll do things differently depending on whether you’re:

• Picking up your vehicle without the use of a truck or trailer (driving it on the road), in which case you follow the left column below.

• Arranging for a transport company to pick up the vehicle (with a truck or trailer), in which case you follow the right column below.

Please note: There are certain vehicles that may only be picked up by official transport companies. You will find this information on the PuA and online (under "Delivery options" on the car detail page). If this case, make sure you follow the right-hand column below and at Step 3.

Important: It's mandatory to always wear a high-visibility safety jacket and safety shoes, when picking up a vehicle at any of our pickup locations! 


Picking up vehicle without a truck or trailer (Driving the vehicle on the road); only for BE, NL and DE cars

Arranging for a transport company to pick up the vehicle (transporting it with a truck or trailer)

i.    Ask us for your Certificate of Delivery (CoD). Once it is ready, you will be able to download it from your MyCOTW account. Take the CoD with you to the pickup location (along with your PuA and damage report).

i.Download the PuA (of every vehicle) and damage report from your MyCOTW account. Make sure the transport company has these documents and a CMR with them when they pick up the vehicle.

Did you forget your CoD/PuA?

If you (or your driver) did not bring the CoD/PuA to the pickup location, you will need to download it from your MyCOTW account and send it to the pickup location by email or fax. You can find these details on the PuA.

 ii.    Pick up the vehicle at the appointment you made in Step 1.

ii.Your transport company will pick up the vehicle at the appointment you made in Step 1.

 iii.    At the pickup, complete, date and sign the CoD. Make sure it is stamped by the pickup location. (The pickup location will take a copy of the CoD and the ID of the driver and give you/your driver back the original.)

iii.You and your transport company need to fill out the CMR (the transport company will provide this).

iv.    At the pickup location, please use the damage report to check for any visible (and unknown) damage. In case of additional damage, please notify the pickup location representative immediately.

iv.At the pickup location, please add any additional visible (and unknown) damage on the CMR and notify the pickup location representative immediately.


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


STEP 3: UPLOAD YOUR CoD/CMR

Upload CoD

Upload CMR 

 v.    When you arrive at your destination with the vehicle, upload the completed, signed, stamped and dated CoD with a copy of your driver’s ID in 'MyCOTW'. Your uploaded ID should match the information on the CoD. Click here to see an example of a correctly completed CoD (Certificate of Delivery).

v.    Upload the completed CMR using 'MyCOTW'. The stamp of your company, your signature and the date is required on Position 24 (or Position 16). Click here to see an example of a correctly completed CMR.

Once your CoD has been approved, your vehicle documents will be sent to you by express courier. When you have received the documents, please confirm your receipt In 'MyCOTW' under 'My purchases' > 'Documents at buyer'.

Once your CMR has been approved, your vehicle documents will be sent to you by express courier. When you have received the documents, please confirm your receipt In 'MyCOTW' under 'My purchases' > 'Documents at buyer'.

 

If you have any further questions or problems, please do not hesitate to contact us. We are here to help.

Related questions:
What is a Pickup Authorisation (PuA)?
What is a Certificate of Delivery (CoD)? How do I complete it?
What is a CMR? How do I complete it?

Picking up in person

If you or your driver collect a vehicle in person and drive it to its destination without the involvement of an external transport company, you will need to bring a Certificate of delivery (CoD) to the pickup location (with a PuA and damage report). A CoD proves a vehicle has been picked up by the buyer or their representative. The CoD needs to be stamped at the pickup location. After you have driven the vehicle to its destination, you need to upload the correctly filled out CoD, stamped, signed and dated, in your 'MyCOTW' account, together with a copy of the driver's ID.

Click here to see an example of a Certificate of Delivery (CoD).

Please note: The top part of the CoD must be filled in at pickup and the bottom part must be filled in after delivery. You cannot pick up Spanish and Italian cars in person. They need to be picked up by a transport company since an official transport CMR from the Seller is required to unregister these cars and release the original car documents.

Picking up with a transport company

There are certain vehicles that require a CMR, which is basically a consignment note. This information will be mentioned on the PuA and online (under "Delivery options" on the car detail page). Every CMR should be duly filled out by the driver.

Contact your customer service representative for more detailed information.


Related questions:
What is the pickup procedure?
What is a CMR?
When will my vehicle be ready for pickup?
What is a PuA?

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

If the purchase has not yet been completed it will be at 'MyCOTW''My Documents' → 'My invoices'.

After the purchase is completed, your vehicle information, including the invoice, will be moved to 'MyCOTW''Archive'  → 'My purchased history'. You can always access it here.

If you have any further questions or problems, please do not hesitate to contact us.

Related questions:
Can I get a hard copy of my invoice?

To ensure that the sale can be completed correctly, the vehicle documents will be sent to you by courier after the vehicle has arrived at its destination, and you have uploaded the duly completed CoD, and  a copy of the driver’s id or CMR in your 'MyCOTW' account. How do you upload these files? It's simple. Just follow these simple steps:

Step 1:

Log in to your 'MyCOTW' account and click on 'Upload CoD/CMR'. Then select the vehicle you want to upload the CMR or CoD for. Indicate whether you want to upload a CoD or a CMR and upload the file.

Vehdoc_EN


Vehdoc1_EN


Vehdoc2_EN


CarsOnTheWeb will check the final CMR or CoD, approve it and send you the vehicle documents by courier. 

Important: if you upload the final CMR/COD before 14.00h CET and it is approved by our Administration, the original car documents will be shipped to you on the same day. The tracking number will be available online on the page 'MyCOTW' after 17:30h CET.

Step 2:

When you have received your documents, please remember to confirm the receipt. This is vital in order to successfully close the sale. Luckily, it's very easy to do! Just log in to 'MyCOTW' again. Under 'My Purchases', click on 'Documents at buyer'. Find your vehicle, and confirm that you've received the documents. The vehicle will disappear from the list and will now be available in your purchase history.

Vehdoc3_EN


Note: Please take into account that we will adapt the above procedure if needed, for instance if we need to be compliant with the local legislation or in case of export outside the EU.

Something still not entirely clear? That's ok. Just give us a call. We're happy to help!

Unhappy about something? Did we fail to live up to our promises? We want to know about it! We have set procedures in place to ensure your claim is handled fairly and quickly.

STEP 1: READ OUR CLAIM POLICY

The first step? Read through our Claim Policy. It has detailed information about how we process complaints. It also includes a list of complaints we do not accept. You can find our Claims Policy in your 'MyCOTW' account under 'My claims'.

Claims Procedure

STEP 2: LET US KNOW

If your complaint is something we cover in our claims policy, please write down the reason for and factors surrounding your complaint. We advise you to include as much detail as possible. You can send it to us via  'MyCOTW' → 'My Claims' → 'Submit a claim'. Make sure you attach as much supporting evidence as possible (e.g. photos). In order to be able to submit a claim, a CMR or CoD (Certificate of Delivery)  and a copy of the driver’s ID need to be uploaded in your 'MyCOTW' account → 'My Purchases''Upload CMR/Certificate of Delivery'

STEP 3: WE EXAMINE YOUR CLAIM

We check whether your claim is valid based on our Terms and Conditions. We will immediately let you know if it is not. And if it is? We will see you in Step 4. This step takes no more than two business days.

STEP 4: YOUR CLAIM IS INVESTIGATED

Our experts investigate your claim.

STEP 5:  THE OUTCOME

You have five days to accept the outcome. If we need your bank details? We ask you to provide them within these five days.

STEP 6: CLOSURE

Five days after informing you of the outcome, the claim is closed.

There are different reasons why your account may have been blocked:

1. Our platform is only open to professional car traders and dealers. We need a copy of your ID and proof that you are a car trader or dealer.

2. The VAT number of your company appears to be invalid

3. Your payment may be late. If you are more than four days late on the payment of your vehicle, you will receive a friendly automatic reminder. If the payment is not received in full within six days, the system will automatically disallow bidding until the payment has been confirmed by our bank. You will then be reinstated as usual

4. A decision of Customer Service based on pending final delivery documents, unwanted behavior, cancelled cars, unprofessional way of communication…

Does it appear as if you are blocked out for a different reason? Please contact us to ensure the situation is resolved as quickly as possible.

 

Related questions:
Why can’t I place a bid?
Can I use CarsOnTheWeb?
How can I create a bidder account?

You’ve won the auction, the buyer has assigned the vehicle to you and now you have two business days to confirm the vehicle online and make the payment. Please provide us with the SWIFT confirmation from your bank. You can send it to your customer service advisor by email. Please include the reference number of the vehicle and the chassis number. This helps us to follow everything up and process your payment more quickly.

Important: We do not accept cash payments. 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.

For fast accurate communication about your vehicle, please always include its reference number or chassis number. You can find the entire purchase process here.

Related questions:
How can I know when you have received my payment?
What is the pickup procedure?
How does the auction process work?

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.

You cannot pick up Spanish and Italian cars in person. They need to be picked up by a transport company since an official transport CMR from the Seller is required to unregister these cars and release the original car documents. 

If you have any questions about this topic, please do not hesitate to contact us.

Related questions: 
What is the pickup procedure? 

Once you have registered with a valid VAT number and email address at CarsOnTheWeb, you are able to participate in the 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 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. Contact us to get it sorted.

• One of your payments is late. According to our Terms and Conditions, you must pay for a vehicle within two days of confirmation. Our system will send you a reminder after four working days. After six days, your account is blocked and you are unable to bid.

• A decision of Customer Service based on pending final delivery documents, unwanted behavior, cancelled cars, unprofessional way of communication

Related questions:
Why is my account blocked?
How does the auction process work?

The CMR is a consignment note. It should be filled out correctly and completely by your transport partner or driver in order to be approved. Also, the CMR should arrive with the car.

There are a number of reasons why it may have been disapproved:

• It was not stamped.
• It was not signed.
• It was not dated.
• The chassis number does not respond to the vehicle or the company.
• Another field in the form has been completed incorrectly.

Please always check your CMRs before submitting them. You can see a correctly stamped, signed and completed CMR form and CMR with 24 fields here.

If you have any questions about how to complete your CMR form, please do not hesitate to contact us

Related questions:
What is a CMR form and how do I complete it?
What is a CoD and how do I complete it?
What is the pickup procedure?

A CMR is a consignment note. It is the document prepared by the company delivering the vehicle to you; i.e. the external transport company. You need to sign the document to prove you received the vehicle.

Three copies

There are three copies of the CMR: the proof of receipt, which is returned to the sender (e.g.: CarsOnTheWeb), the evidence of delivery, which goes to the carrier (the transport company) and the third copy goes to consignee, you. 

To be included

 The CMR must include:
Where?
(see example)
  • The name and address of the sender. (In this case that's CarsOnTheWeb)
 nr 1
  • The name and address of the consignee (according to the invoice). As the buyer, this is your company.
 nr 2
  • The address where the goods were picked up, as well as the date (+ a stamp from the parking place).
 nr 3
  • The final destination of the vehicle. (i.e.: where the transport company is delivering the vehicle)
 nr 4
  • The name and address of the carrier and the license plate of the truck on which the vehicle will be transported.
 nr 5
  • The make, model, chassis number and license plate of the vehicle.
 nr 10
  • This field is dedicated to the transport company. Check the date is filled in.
 nr 12
  • The pickup date and the stamp of the pickup location
 nr 14
  • The stamp of the transport company, the license plate of the truck and signature of the driver.
 nr 15
  • The date, the stamp and signature of the consignee.
 nr 16

You can see a correctly stamped, signed and completed CMR form here. There is no set format for a CMR, so the numbers of the boxes can vary.

Please note:
We don’t accept 'International' or 'To be confirmed' as final destination.

When you receive the vehicle, it is the responsibility of the carrier (i.e.: the transport company) to ensure the CMR is correct and the condition of the vehicle is accurately recorded. The result of these checks must be included in the CMR.

For further information, please go to http://www.cargotir.com/pages/cmr/fillcmr.aspx.

Legal

This is all required under Article 5 and Article 6 of the Convention on the Contract for the International Carriage of Goods by Road (CMR) (Geneva, 19 May 1956), and the 1978 Protocol supplement.

Remember!

When you pick up your vehicle, you are required to complete a CMR (consignment note) or a CoD (Certificate of Delivery), you must upload it in 'MyCOTW ' in order to have your vehicle documents sent to you.

You cannot pick up Spanish and Italian cars in person. They need to be picked up by a transport company since an official transport CMR from the Seller is required to unregister these cars and release the original car documents.


Related questions:
What is the pickup procedure?
What is a Pickup Authorisation (PuA)?

In this case, a Certificate of Conformity (COC) is a document that declares that your vehicle conforms to EC standards and is allowed free movement within the European Union. In the COC, the manufacturer declares that the vehicle meets the standards and requirements set by the EC. It identifies the vehicle and the manufacturer, the type approval number, technical specifications and other data. Exactly what the COC needs to include is set by EU regulation (Amendment IX, Regulation 92/53).

Only certain motorcycles, tractors and passenger vehicles qualify for a COC. Vehicles that do not have the EU specification (e.g. vehicles manufactured for the U.S. or Japanese markets) and older vehicles that have not been given the type approval of the EC yet are ineligible for COCs. Converted vehicles are also unable to be issued with COCs. In these cases, we do not provide a COC. This information will be highlighted in the car description, which we advise you to read carefully.

COC - EN

If you would like to know more about the Certificate of Conformity, please follow this link: http://www.eurococ.eu/en/.

CarsOnTheWeb 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 local vehicle registration department for the country where you intended on registering the vehicle. They will then contact the registration department of the country where the vehicle was first registered.

It may take a little while for them to request, receive and check all the information. However, once finished, your local registration department will decide whether or not the vehicle can be registered based on the information they have.

CarsOnTheWeb have no input into or influence over this decision. We do wish you every success. For more information on this subject, please consult Article 5.2 of the European Directive 1999/37/EC of 29 April 1999 on the registration documents for vehicles.

After you have registered with CarsOnTheWeb, we will ask you to prove you are a professional car trader or dealer. The easiest way to do this is by supplying your NACE codes. You can find them on your company registration documents.

If the NACE codes related with car-trading (45.11, 50.10…)  are not mentioned on your company registration documents, your access to our platform will be blocked. In this case, we advise to first extend your company activities in your country.

Unsure? Would you like a little help? Please contact us and we will help you any way we can.

Related questions:

Can I use CarsOnTheWeb?
How do I register?

CarsOnTheWeb has abandoned using hard-copy printed documents (including order forms, pro-forma invoices, sales invoices and pickup authorisations). We now use identical electronic versions of these documents instead.

When produced correctly, electronic invoices have the same legal status as their printed hard-copy equivalents. This means that using electronic invoices does not, in one way or another, affect the legal or VAT status of your firm, but it can do wonders for the environment.

However, you can request a hard-copy invoice. CarsOnTheWeb charges €15,00 for each requested hard-copy invoice. We add this amount to the due invoice. During registration, you can indicate whether you want to receive a hard-copy invoice. The system will remember this preference. If you change your preferences, please contact your customer service representative before you make the next purchase. They will make the necessary adaptations in our system and automatically prepare a hard-copy invoice for your next purchase.

If you have indicated to receive a hard-copy invoice, our administration will post the hard copy of the invoice with the original stamp and original signature to your invoice address. 

Related questions:
Can I get a duplicate invoice?
How and when do I pay for the vehicle?

The rules relating to the Value Added Tax (better known as VAT) you pay on a vehicle are influenced by a number of factors. What type of vehicle have you purchased? Where did you purchase it and where will you be selling it? Are you going outside the EU? Are you staying in the country of purchase? It’s a complex area. In the table below, we give you an overview of the rules and regulations you will face based on the details of your vehicle.

 

Local sale

(Example: German vehicle sold to Germany)

EU transaction

(Example: German vehicle sold to Romania)

Export

(Example: German vehicle sold to Russia)

Normal vehicle
(= Non-Margin vehicle)

• VAT on vehicle included on the invoice (deductible)

• Costs(*) incl. VAT

• VAT deductible

• VAT on vehicle excluded on the invoice

• Buyer declares VAT in destination country

• Costs(*) excl. VAT (declaration)

•  VAT excluded, no VAT to be paid inside the EU

• Buyer declares VAT in his country according to his country rules

• Costs(*) excl. VAT

 

See European directive EC/2006/112: art. 140 for more information.

See European directive EC/2006/112: art. 146 for more information.

Margin vehicle margin

 

 

• VAT included in the vehicle price

• Costs(*) subject to VAT (to be paid by the buyer)

• VAT included in vehicle price and paid on costs(*) is not deductible

• VAT included in the vehicle price

• Costs(*) subject to VAT (to be paid by the buyer)

• VAT included in vehicle price and paid on costs(*) is not deductible

• VAT included in the vehicle price

• Costs(*) not subject to European VAT

Please check the European directive EC/2006/112: art. 312 for more information.
For all margin cars, a Margin Certificate is available as .pdf file

 




























(*) Costs = all costs (country-specific costs, auction fees, transport costs, costs for paper invoice) except for the price of the vehicle.


Related questions: 
What is a Margin Certificate?

We do provide EX and - in some cases - EUR.1 documents For full details, please click here.

If you have any further questions, please do not hesitate to contact us.

When you register your company with CarsOnTheWeb, we give you one login name with one password. However, it is possible for you to create bidder accounts for your employees or buyers. In this case they will each get their own login and password, which they can use to log in and place bids in name of your company. The contract and the A-Z process is managed by the main account. CarsOnTheWeb only deals with the main account. 

As the main account holder, you can open or close bidder accounts. However, you are also responsible for the actions of your bidders. Every bid they make is legally binding. You have to follow through on these bids. Follow the steps below to create a bidder account. We also point out that Customer Service will only provide information regarding cars if the caller’s phone number or the sender’s email address match the ones provided by the main account.

STEP 1: GETTING STARTED

Log in to 'MyCOTW'. Go to 'My account settings' and 'Manage bidder accounts'.

bidderaccount_EN


STEP 2: CREATE A BIDDER ACCOUNT

Click on 'Create an extra bidding account'.

bidderaccount1_EN

STEP 3: FILL IN THE INFORMATION

Fill in the form, choose a log in name and a password for each new bidder. For security reasons, you need to enter the password twice. Please avoid using special characters (ẫ, Ề, ệ, ồ, ỳ, ẵ, etc.). The bidder can change the password later.

STEP 4: FINISHED!

It’s as easy as that. You’re now finished. Give the login details and passwords to your bidders. They are now able to start placing bids. Please remember – and remind them – that all bids are legally binding.

Managing bidders

As the main account holder, you can block a bidder account at any time. Just select the bidder you want to block and then click on Block account. Please also remember that your bidder accounts have access to the Transport overview of the main account.


Related questions:
How does the auction process work?
How do I register?

CarsOnTheWeb wants to answer all your phone calls, even after working hours. Your incoming calls at +32 16 38 00 68 (general phone number) will automatically be redirected to your personal customer agent, who will assist you in your own language. If your personal CRM-agent is not available at the moment of your call, you will have 2 options: 
1.       You ask for immediate support in English (= Press option 1).
2.       You leave a message and your CRM-agent will call you back (= Press option 2).

As the owner of the main account, we  expect that you are the point of contact for your bidders in case of questions. Our customer service agents are only available for assistance to the main account. They will only provide information regarding cars if the caller’s phone number or the sender’s email address match the ones provided by the main account.

Please take a look at below infographic:

CRM_EN


The vast majority of Dutch vehicles is subject to a special vehicle tax, called BPM, which is related to the CO2 emissions of a vehicle.

Each time a vehicle subject to BPM is sold, the remainder of the BPM tax is charged to the new owner. When this vehicle is sold to a foreign country the last owner (in this case CarsOnTheWeb Netherlands) is entitled to get a refund of the remainder of this tax amount provided he can submit a foreign registration to the Dutch Tax Authorities as a proof of export. For this reason most Dutch vehicles have foreign (in this case German) car registration documents.
 
For vehicles without BPM tax (mostly vans, light trucks, vehicles with first registration in the Netherlands before 16-10-2006 or margin cars) the de-registered and exported Dutch registration card (EU model) is offered.

Worried about auction snipers? They’re the people who wait until the last moment to suddenly out-bid you. No need, because during x-Time and Ultimo you will get your chance to put your best bid in.

x-Time  is a special phase that starts after the original duration of the auction has finished. During x-Time, the vehicles in that auction are auctioned again. The exact procedure can be found here! The highest bidder at the end of the x-Time is almost certain of assignment.


You can recognise x-Time Alphabet:

-  The x-Time phase will start in a few moments: x-Time phase
-  In x-Time:  x-Time auction, x-Time auctions, x-Time car auction
 
You can recognise x-Time LeasePlan

-  The x-Time phase will start in a few moments: x-Time LeasePlan
-  In x-Time: x-Time auction Leaseplan, x-Time auctions Leaseplan,

TIP: Use “My Bids” to follow up and improve your offer during x-Time and win the auction!

With Ultimo, if you are the winner of an auction, you immediately get 5 additional minutes to give your best and final offer. This is your opportunity to increase your assignment chances dramatically. Over the years, we have had numerous requests from customers to increase their bid when the auction had already finished. In most cases, these customers had won the auction but realized that their bid stood little chance to be accepted by the seller.

If you hold the highest bid at the end of an auction, you will receive a notification by e-mail and/or in your browser. Apart from notifying you that you have won the auction, this notification will contain a one-time invitation to put in your best and final bid. By clicking on the link, you will be directed to the Car Detail page of the relevant vehicle.

Auctions which include Ultimo will be marked with the following icon. This icon will appear in the auction list, auction batch and on the car detail page.

Ultimo

The following auctions are excluded from Ultimo

•  x-Time auctions 
•  Buy Now auctions which have reached the Buy Now price 
•  Target auctions which have reached the Target price


Related questions:
How does the auction process work? 
For some vehicles you will need an EKAER number for transport.
You can give permission to COTW to request EKAER numbers on your behalf.

Click here to see the steps how to give permission to COTW.

You can order a copy of the car documents as soon as you confirm your first purchase. If you want to order a copy AFTER the confirmation of your first purchase, customer service will have to adapt your account settings. A copy will then appear in 'MyCOTW', unless the car has already been delivered and the original car documents are being shipped.

Here's how you order a copy of the car documents: 

Step 1: After winning an auction, the vehicle is assigned to you if the seller accepts your offer.

Step 2: When you confirm the purchase, choose the option to receive a copy of the documents.

Step 3: A fee of € 15 will be added to the invoice.

Step 4: As soon as you've payed the car, and the seller has provided us the car documents*, you will be able to download a copy in 'MyCOTW'.

* Some sellers only provide the car documents after the final CMR is approved. In these cases we are not able to provide the copy of the car documents before the car is delivered. If you have any further questions, please do not hesitate to contact us.

Yes, we now have a mobile app, available for Android and iOS phones.

This mobile app will help you to manage and place your bids and follow up on auctions in real-time from anywhere. The mobile app is available in 17 languages.

What other benefits does the app offer you?

- Simultaneously bid on vehicles at various auctions
- Search for vehicles using the following criteria:
        • Make and model
        • Price range
        • Mileage range
        • Registration date
        • Body type
        • Fuel type 
        • Transmission type 
- Get real-time notifications about the most important auction events
- View car images, equipment details, damage info, auction costs and transport options.

Note: To use the app you will need a valid account at CarsOnTheWeb. Click here to register or contact us at info@carsontheweb.com.

        • Download the app in Google Play (Android)

        • Download the app in App Store (iOS)

There are two reasons why you cannot log in to our platform:

1. You used a wrong username and/or password
2. Your account was blocked by Customer Service because you are not a professional car trader or dealer.

Feel free to contact our customer service on this subject.


Related question:
How do I change my password?
Why is my account blocked?

Margin carWe also offer margin cars: for these cars the VAT is included in the vehicle price. You can recognize margin vehicles by the  icon “M”. For these margin vehicles we provide an additional document, the “Margin Certificate”, which attests the VAT special margin regime for second hand vehicles.

This certificate appears as .PDF files in your 'MyCOTW' account.

Margin Certificate


Related questions: 

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


Unfortunately, our partners do not always provide us with accident information. We only share this kind of information online if we know it for a fact. If it’s essential for you to know whether a car has been in an accident, we advise to check the car damage information before you place any bids. In the near future, we will use a quality label “Inspected by CarsOnTheWeb” to help you better assess the status of a vehicle and its history.

If you have any questions about this topic, please do not hesitate to contact us.

If there is no service book available, you can request a service history, again, upon availability. We do not provide additional stamps or modifications in the service books.

If you have any questions about this topic, please do not hesitate to contact us.

Yes, you can! If you upload the final CMR/COD before 14.00h CET and it is approved by our administration, the original car documents will be shipped to you on the same day. The tracking number will be available online in your 'MyCOTW' account under 'My Logistics' after 17:30h CET.


Related questions:
When will I receive my vehicle documents?

After you have purchased a vehicle, you cannot cancel the purchase based on EU Directive on Consumer Rights (Directive 2011/83/EU).  

Article 2.1. of Directive 2011/83/EU of 25 October 2011 on Consumer Rights defines a consumer as “any natural person who, in contracts covered by this Directive, is acting for purposes which are outside his trade, business, craft or profession”. Besides, the European Court of Justice has already determined that the consumer protecting measures are not applicable in dual purpose contracts unless the professional use is practically non-existent. 

Since you are a Corporation or a natural person trader, the EU Directive on Consumer Rights -and any other consumer protecting legislation- is not applicable on our commercial relationship. Furthermore, Article 4.1.2 and Article 8.1. of our Terms and Conditions indicate that the vehicle is purchased for substantial professional purposes.

If you have any questions about this topic, please do not hesitate to contact us.


Related question:
What if I want to cancel my purchase?

The number of electric cars offered on our auction grows year on year. This is what you need to know before you start bidding on electric cars, especially with regard to the transfer of the leasing contract of the battery.

The batteries of electric vehicles are often leased. This means that when such a car is sold, the leasing contract of the battery must be transferred to the new owner. For Renault and Nissan, this transfer is done by a financial entity. This entity must exist in the country of origin of the vehicle. If not, the batteries’ leasing contract cannot be transferred to the new owner.

If your company is registered in one of the countries indicated in red in the table below, you cannot transfer the leasing contract. CarsOnTheWeb cannot sell these electric cars to you.

If your company is registered in one of the countries indicated in green, you can transfer the leasing contract. CarsOnTheWeb can sell these electric cars to you. You’ll have to contact immediately the financial entity of the car manufacturer.

 Buyers from  Renault
Kangoo
 Renault
Twizzy
 Renault
Fluence 
 Renault
Zoe
 Nissan
Leaf
 Nissan
E-NV200
 
AND - Andorra            
AT - Austria            
BA - Bosnia            
BE - Belgium             
BG - Bulgaria             
CH - Switzerland            
CZ - Czech Republic            
DE - Germany            
ES - Spain            
FI - Finland            
FL - Liechtenstein            
FR - France            
GR - Greece            
HR - Croatia            
HU - Hungary            
IE - Ireland            
IT - Italy            
LT, LV, EE - Baltics            
LUX - Luxembourg            
MC - Monaco            
MD - Moldova            
MT - Malta            
NL - The Netherlands            
NO - Norway            
PL - Poland            
PT - Portugal            
RO - Romania            
RS - Serbia             
RSM - San Marino            
SE - Sweden            
SI - Slovenia            
SK - Slovakia            
UA - Ukraine            
UK - United Kingdom            

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