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Frequently Asked Questions


1.1 Registration
· Can I use ADESA?
· How do I register?
· How can I prove my activity as a car trader or dealer?

1.2 Login & Account
· How do I change my password?
· Why is my account blocked?
· Why can I (still) not log in?
· Can I use ADESA on my smartphone?
· How can I create a bidder account?
· How can I reach customer service?
· Can I change my language settings?

1.3 Auction process
· What’s the most effective way to search for vehicles?
· How does the auction process work?
· How can I place a bid?
· Why and when are auctions sometimes extended?
· I won the auction, Do I always get the vehicle?
· What if I want to cancel my purchase?
· Does the EU Directive on Consumer Rights apply on my purchase?
· How do I make a complaint?
· Why is selling Dutch cars to non-EU buyers restricted?
· How does ADESA support the Greek requirements for imported cars?

1.4 Optimo and Fin
· What is Optimo? 
· What is Fin?
· How to become eligible for the Fin service?
· What happens if you cannot pay the vehicle within 60 days?
· What is the difference between Transport + Fin and Optimo + Fin?

1.5 Car description
· Has the vehicle been in an accident?
· If no service book available, can I get a service history?
· Can I buy electric cars and transfer the leasing contract of the battery?
· How can I recognize pictures from damages?
· Can I request a Service history, Maintenance history or Maintenance and repair report?

1.6 Cost & Payments
· How and when do I pay for the vehicle?
· How can I know when you have received my payment?
· What are the rates in 2021?
· What is the Margin Certificate?
· What is the VAT regime of a vehicle? What does it mean?
· What is BPM?

1.7 Transport & Pick Up process
· How can I order transport?
· When will my vehicle be ready for pickup?
· What is the pickup procedure?
· What are the opening hours of the pickup locations?
· Do I get license plates when I pick up the vehicle?
· Can I change the delivery address for a transport I already ordered?
· Why does ADESA need more time to prepare Italian vehicles?

1.8 Transport & Pick Up documents
· What is a Pickup Authorization (PuA)?
· Can I get EX and EUR.1 documents via ADESA?
· What is a Certificate of Delivery? How do I complete it?
· What is a CMR form and how do I complete it?
· Why was my final CMR rejected?

1.9 Car documents and other related documents
· When will I receive my car documents?
· Why do I receive German car documents for my Dutch car?
· Can I get a copy of the car documents before the car is delivered?
· What do I do if I’ve lost my car documents?
· Can I influence the shipping time of car documents?
· What is a COC?
· Can I get a duplicate invoice?
· Can I get a hard copy of my invoice?
· How to obtain the document “Proof of leasing closure” for French cars?

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