Our arbitration process outlines the next steps in order to ensure our team receives your claim and can seek a resolution for you.

  1. Start a new claim using the claim submission form
  2. A representative will contact you within 24 business hours to understand your needs and help resolve your claim.

Submitting an inoperable unit claim? You must provide video evidence with your claim that clearly shows the vehicle was unable to be picked up due to being inoperable. If video evidence is not submitted or does not clearly show that the vehicle is now inoperable your claim will be denied. You will need to send a new transporter to provide video evidence.

If you need additional assistance after submitting a claim please contact support:

Monday – Friday 7 am-4 pm MST:

Email: arbitrations@carvanaauction.com

-Please allow our team 24 business hours to review new claims

-You are responsible for submitting the claim

-Carvana Auction directing you to submit a claim shall not be construed as a guarantee of assistance

-All claims are subject to review

Carvana Auction relies on the National Auto Auction Association (NAAA) arbitration policy and ADESA US Auction Policy while investigating all claims that arise when there are questions about how a vehicle was represented during our sale.