Delivery Experience
The Field Advocate will call prior to the appointment to introduce themselves, provide an ETA, walk the customer through the paperwork and answer any questions, confirm the delivery address and time of delivery.
What do we call the towers the vehicles sit in?
Vending Machines
Name one piece of information the customer can find on their ORDER PLACED dashboard.
The vehicle they selected, delivery details including the date, time, and address, a reminder of what to bring to the appointment, information on the insurance requirement, and the ability to reschedule their appointment.
The customer wants their vehicle delivered to their country home, but our system is not recognizing that location's address. What do we do!?
Advise the customer that we are unable to deliver to that address because our system is not recognizing it as an acceptable delivery location. Suggest their primary home or another verifiable address.
How long should I expect to be at the vending machine?
Approximately 30 minutes! You'll want to take the vehicle on a test-spin and review the documents.
(T/F) If there is a delivery fee with a purchase, it is non refundable.
False. The delivery fee is refundable, however the shipping fee is not.
Oh no! The customer was hoping for a hot pink Mercedes, but upon arrival to the Vending Machine she noticed this is more of a tickle-me-pink color. What options does she have?
The customer may choose to reject the vehicle at the Vending Machine and can search our inventory on Carvana.com to find a car that suits her preferences.
As an Advocate you can do multiple steps on the customers behalf during the purchase process. What is a step you can NOT complete for them?
Advocates cannot sign contracts, prequalify for financing, or confirm payment/place order.
Provide a talk off for the following question: "Do I get to test drive my vehicle at the appointment"?
Of course! You will have 10-15 minutes to take your vehicle out for a test SPIN before you decide if you want to accept it or reject it.
I had a co-signer help with my purchase. Do they need to come with me to pick up the car?
Yes. The co-signer must be present as they are listed on the contracts.
I'm in the military and live on base. Can you delivery there?
No, we are not able to deliver to a military base.
Provide a talk-off for the following: "I'd like to come to the vending machine to pick out a new car!"
I love that you're in the market for a new vehicle! The cars you see in the vending machine are already purchased and awaiting the pickup from their new owners! We have thousands of vehicles in our inventory online that we can sort through to find the perfect fit for you, and then we can have it ready for pickup at the nearest vending machine to you!
Does the customer have the ability to reschedule their pickup/delivery on the Order Placed Dashboard?
Yes! At the bottom of the Order Placed Dashboard, they have the ability to select a new Date and time. This will prompt them to resign from their contracts to reflect the change.
What do I need to have at the time of my delivery?
What do I need to bring with me to the vending machine?
You must bring your physical drivers license and updated insurance card.
How much gas will be in the tank when it is delivered?
Yes! We guarantee that we will deliver your vehicle to you with 1/2 tank of gasoline or at least 1/2 a charge on the main battery if electric!
Flex your #passion for Carvana and tout 2 benefits of experiencing our vending machine pickup!
A Vending Machine coin keepsake, More flexible appointment time slots to choose from, bring your entire family with you to join in on the fun, record and share a memorable experience at our state-of-the-art vending machine!
How would the customer change their appointment from a delivery to a pick-up?
The customer would not be able to. However, the Advocate could assist in rolling back the purchase and changing the appointment to pick-up. This will change the appointment date and time.
Your customer informs you they will be at work, but their spouse will be home at the time of delivery and they can accept the vehicle on his behalf. Is this okay?
Unfortunately no. The person on the contracts must be present to accept the vehicle.
How long does my insurance need to be active for?
The insurance policy MUST be active for at least 30 days.
*Some states require the policy to be active for longer, Ask Halo to check the State by State article!
Explain the difference between a shipping cost and a delivery cost.
Shipping Fees are based on the transport of the vehicle from our inspection center to the local hub or vending machine.
Delivery Fees are charged to bring the vehicle from the hub or vending machine to the customer's home.
If the customer picks their vehicle up on a Monday, what day does their 7DMBG end?
Sunday! The 7DMBG starts on the day of the appointment so you should consider that day 1.
How does the customer sign contracts?
Customers sign via DocuSign on the OPD by clicking the "Sign Now" button.
How long are is a delivery window? What happens during that time?
The delivery WINDOW is 3 hours. The Field Advocate will call with a specific ETA.
During the 30 minute APPOINTMENT, the FA will review any necessary paperwork, confirm the Drivers License and Insurance documents, and the customer may take the vehicle out on a test spin.
Should I put my license plate from my old car on my new car?
No. We will provide a temporary operating place (TOP) at the time of your pickup. Then, if you would like to transfer your existing registration we will move forward with completing that process for you.