Approvals Not Required
Mail payment to seller in any other situation where the title is transferable but the carrier cannot issue payment in the seller's name.
What is Check by Mail or ACH payment?
Confirm vehicle conditions.
Load Offer Research for the offer with correct conditions.
Present current available offer.
The seller accepts: Manual Assign.
Note: If the radial buttons do not appear next to the buyer names, it is likely that additional information must be entered by selecting the Access Seller Site button.
Seller does not accept: Ask if the seller would like to list the vehicle.
What are the steps to handle a seller with multiple offers?
Customers having their vehicle picked up through Peddle to donate to a charity.
What are donors?
Peddle's dealer's license # (Auction vehicles only)
Carrier details
Pick up date
Vehicle information
Purchaser name to add for release of liability purposes
Payment information (if already issued by the auction or Peddle)
What is some information that we can disclose to sellers?
If the assignee will be the same with no updates to conditions or payout
Uncancel
Assist seller with scheduling
What steps do I take if the offer is in assigned status with cancelled sub status?
A payment that can be issued up to $100 to satisfy a customer who had issues.
What is a customer service payment?
Seller does not have an offer and wants to start one.
What would be a reason to transfer to Offer Operations?
The internal reference number provided by the charity. This number should be provided when communicating with the charity.
What is the charity reference ID?
Send 'Sold Confirmation' or 'Donation Confirmation'.
What should I do if a seller or donor request documentation of their transaction with Peddle?
If offer still available or auction offer within honorable window
Restore
Manually Assign
How do I restore an offer that is in cancelled status?
True or False: We can approve cash payment if the buyer allows it.
What is True.
Access Seller Site.
Update vehicle Conditions.
Present current available offer.
The seller accepts: Manually Assign.
Seller does not accept: Ask if the seller would like to list the vehicle.
What are the steps to update conditions for a seller?
True or False: We can discuss offer amounts on charity vehicles with the donor.
What is False.
Refer the seller to the Direct Buyer to see if they have documentation of the VIN and can provide additional proof of sale documentation that contains the VIN.
What do I do if a seller requests a VIN be added to their sold confirmation?
Attempt to Warm Transfer to the carrier.
If unable to transfer: Reassign to a buyer with an equivalent offer.
If no other buyers are available and the seller has a title with no previously noted title issues.
Reassign to Copart.
What do I do if seller expresses that they have had issues connecting to their carrier?
Returning Personal Items: Any fees associated with returning left in a vehicle at the time of pickup
Interchange auction offers: We can match any IAA offer when assigning to Copart or we can match any Copart offer when assigning to IAA. (Copart is the preferred auction)
What are things we can approve through the Auctions without approval.
Determine the seller's reason for cancellation if they do not automatically provide it.
Determine if the vehicle is still available.
If the vehicle is still available: Attempt to overcome their issue using Common Objections as a guideline. If unable to overcome the issue, hard cancel.
If the vehicle is no longer available: Hard cancel.
What do you do if the seller wants to cancel?
The acceptable amount that we can reduce a charity Offer Amount without needing to request approval from the charity. This typically occurs when we identify a discrepancy, have to reassign to a new carrier for a faster pick-up, or if an offer is restored at a later date.
What is the Offer Variance Threshold or OVT?
Request that the auction reach out to the seller via email if they have not done so already.
Be sure to provide the masked email from the initial assignment chatter post.
Send Loyalty - Cancellation - Contact Issue Global Quick Text.
Close case (if notification came via email).
What do I do if the Auction advises that they cannot reach the seller & Offer (less than 7 days old)?
True or False: We can assign to Offline and Limited Buyers.
What is False?
Approve up to $100 loss if we are unable to save the sale through other means (adjusting within the OVT, assigning to auction if the seller has their title, etc.). We must change the payout type to check-by-mail if a buyer offer exceeds the buyer's bid.
What is reassigning to a new carrier to save a sale.
If by phone: ask the seller to confirm their date of pickup, the amount that they received in payment, the business name on the check that they received, the name of the driver, and the name on the tow truck.
If by SMS: send Loyalty - Seller States Vehicle Picked Up Cancelled Status SMS
If via Intercom: send the Loyalty - Seller States Vehicle Picked Up Cancelled Status canned response.
What do I do if the seller says their vehicle was picked up but the offer was cancelled?
Open the assignment in Copart's online portal
Click on Export PDF in the upper right-hand corner.
Open the PDF and take a screenshot of the front and back of the title as displayed in the PDF document.
Attach to your response.
What are the steps you take to respond when a Charity requests images and the vehicle is with Copart?
Send 'Loyalty - Cancellation - Lien' from the 'Global Quick Text' dropdown menu.
Hard cancel.
What do I do if the auction or direct buyer advises that one of their assignments has a lien?
-Select radial button before the buyer with the highest bid
-Click the green assign button at the top of the page
-Select carrier
-Verify payment method and offer amount
-Schedule date/time window for pick up if applicable
-Click Submit
How do I manual assign an offer?