FAQ - ALD carmarket

How to register in my country?

- Click on the sign-up button at the top right.

- Fill out some information about your company and yourself.

- Upload a few documents such as international shared documents and local documents that will need to be reviewed by us.

- You will be notified by email when your registration is successful. If we have any questions, we will contact you directly to complete the missing information. You can follow the progress of your registration in the different countries at any time via My Account page on ALD Carmarket.

How to register internationally?

In order to register internationally, you must first be registered in your own country and provide all the documents required. A dedicated team (International Service Center) will take care of your request. Once your registration is validated, you can register in new countries by logging into your ALD Carmarket account and clicking on “Sign up in a new country” in the drop-down menu and follow the steps. You can follow the progress of your applications in the different countries at any time via My Account page on ALD Carmarket.

What are the necessary documents to register?

The documents requested may be slightly different based on your role in the company and the local specificities. The usual common documents requested are:

- Bank account details: complete data relating to a valid and active Bank Account of your company

- Tax document: any official document issued by local public authority and /or certified attesting to the registration of the company as a tax payer in its country

- Company registration proof: any official document attesting to the legal existence of a commercial company issued by public local authorities and/or certified

- Company Representative ID Document: valid Identity card or Passport only accepted

You can find the exact documents requested in the sign-up process.

What can I do in case of missing / invalid document?

If you don’t have an account on ALD Carmarket:

You should receive emails from us to request you to send us the missing documents.

If you have an account on ALD Carmarket: You can log into ALD Carmarket and go to My Account page to upload the missing documents.

The following documents are required :

- Bank account details: complete data relating to a valid and active Bank Account of your company

- Tax document: any official document issued by local public authority and /or certified attesting to the registration of the company as a tax payer in its country

- Company registration proof: any official document attesting to the legal existence of a commercial company issued by public local authorities and/or certified

- Company Representative ID Document: valid Identity card or Passport only accepted If you are an employee and / or according to countries, you may need to provide additional documents to meet the local legislation

I forgot my login/password

Don't panic! If you have forgotten your password or login, it is possible to reset it: Reset your password. You can also reset it as soon as you want via the login portal by clicking on Forgot username/password. You will then receive an email explaining how to reset your password.

I want to change my password

If you want to modify your password, you can reset your password via the login portal. You can also change it as soon as you want via the login portal by clicking on Forgot username/password.

I need to modify information on my account

To change your information, log in to your ALD Carmarket account and click on My Account at the top of your screen. You will then be able to change your information, as well as your marketing preferences. You will also be able to change your ALD Carmarket username and password.

My account is suspended, how to reactive it?

For diverse reasons, some ALD Carmarket accounts may be suspended. To know the exact reason or to reactivate it, we invite you to contact us.

My account is suspended, I need to access to previous purchase information

For diverse reasons, some ALD Carmarket accounts may be suspended. In this situation, we invite you to contact us so that we can provide you with the best possible support.

I want to delete my account

If you would like to delete your ALD Carmarket account, we invite you to contact us so that we can give you the best possible support.

What are the type of sales event in ALD Carmarket ?

On ALD Carmarket, we offer you 3 types of sales:

1. Fixed Price

The price displayed is the price you pay. No bidding, no waiting. However, be quick as the fastest finger wins.

2. Auction

As per a traditional auction, the vehicles have a starting price, and you place a bid. The highest bid will be displayed, if you are outbid you will be notified. You can bid in minimum €100 increments. If you outbid someone or are outbid by someone else in the final seconds of a sale the sale will be automatically extended by 1 minute (similar to a traditional auction). You should bear in mind that time accumulates to the time already allocated.

There are also variations of auctions such as:

Auction Auto-Bid

This works in the same way as above, however with auto-bid you only need to enter your best bid on a vehicle. The system will then automatically bid on your behalf, starting at the lowest price and then in increments of €100 against anyone else bidding, until they stop bidding, or it reaches your pre-determined maximum. Auction with Buy it now By using the ‘buy it now’ option you ensure that you secure the vehicle without risking being outbid or having to wait until the end of a sale to see if you have been successful.

3. Tender

You have the option to blind bid on vehicles. At the end of the auction, we will award the highest bid received.

Please note that types of sales may vary by country, and therefore may not exist in your country.

Can I see the offers from other clients during a Sale?

In tender sales, it is not possible to see the offers from other clients In auction sales, it is possible to see the best bid on the vehicle. You can learn more about our different sales by going to the FAQ "What are the type of sales event in ALD Carmarket".

What is the process of a sale?

Refer to the FAQ ""What are the type of sales event in Carmarket"" to learn more about our different sales :

- tender

- auction

- buy now

You will receive an email when a sale opens and you will be able to bid or buy vehicles depending on the type of sales. At the end of a sale, you will be notified by email regarding the vehicle you lost or won.

When is the next sales event ?

According to the country, there are different calendars for sales event You will receive notification by email or you can download our mobile application ""ALD Carmarket"" to be notified.

Do I need to bid with or without VAT?

A mention is displayed in ALD Carmarket to indicate if you need to bid with or without VAT Please note that most of the sales are VAT included. In case the prices are VAT excluded, you will have to pay the VAT in your own country.

I want to cancel or change my bid during the sale

If tender sales: Put a lower price to cancel your previous bid (eg. 1€)

If auction sales: Please fill the form and note the following information:

- If the sales is not closed yet, your bid won't be taken into account.

- If the sales is closed, the agent will need to cancel the sales and may apply some penalty fees

What is the process of export sales inside EU ?

The process of export sales for traders located inside EU is the following:
1. The trader is awarded
2. The trader receives notification and/or purchase order/proforma/invoice according to countries
3. The trader has to pay the vehicle without VAT within 5 working days after notification
4. The trader receives the pick-up order
5. The trader orders the transport and should pick-up the vehicle within 10 working days after notification
6. The Compound manager /Transporter / Trader sign & stamp the CMR
7. Other export documents may be required according to local tax regulation
8. The trader sends the complete CMR & the other export documents to the entity
8. The trader sends the complete CMR & the other export documents to the dedicated mailbox of the International Service Center (cmrisc@leaseplan.com)
9. The car registration document is sent to trader by post mail
According to countries, the Certificate of Conformity may be provided

What is the process of export sales outside EU ?

The process of export sales for traders located outside EU is the following:
1. The trader is awarded
2. The trader receives notification and/or purchase order/proforma/invoice according to countries
3. The trader has to pay the vehicle with VAT within 5 working days after notification
4. The trader receives the pick-up order
5. The trader orders the transport and should pick-up the vehicle within 10 working days after notification
6. The Compound manager /Transporter / Trader sign & stamp the EX1
7. Other export documents may be required according to local tax regulation
8. Trader send the complete EX1 & the other export documents to the entity
8. Trader send the complete EX1 & the other export documents to the International Service Center by mail (cmrisc@leaseplan.com)
9. Car registration document is sent to trader by post mail
10. VAT is refund to the trader
According to countries, the Certificate of Conformity may be provided

Do I need to bid with or without VAT?

A mention is displayed in ALD Carmarket to indicate if you need to bid with or without VAT Please note that most of the sales are VAT included. In case the prices are VAT excluded, you will have to pay the VAT in your own country.

Do I need to pay with or without VAT?

For local purchase, you need to pay VAT included.

For export purchase inside EU, you don't need to pay VAT if you provide the export documents required on time.

For export purchase outside EU, you need to pay VAT. You will be refunded once you will send all export documents required.

What extra costs will I have?

Response according to countries

Besides the price of the vehicle, you will have to pay :

- the fees

- the transport

- the certificate of conformity if not provided by the entity

What is the information I can find on the vehicle?

Please consult the vehicle details and equipments.

I want to know the damages

Please consult the apraisal report.

I want to know the maintenance made on the vehicle

Please consult the maintenance history.

I want to know the CO2 emission

Please consult the vehicle details.

What is the process if I win a vehicle?

1. Award Notification

After each Sales closing, if you have bid on a vehicle, you will receive an email confirming or not your purchase.

2. Payment

You need to pay the car within 5 working days. You will receive an e-mail confirming that we have received your payment and containing your pick-up authorization.

3. Pick-up

You will have to pick-up the car within 5 working days after notification for local sales and up to 10 working days after notification for export sales According to countries, you need declare your transporter and to contact the compound at least 48h before the pick-up

How do I know that I win a vehicle?

You will be notified in different ways that you have won a vehicle.

First, you will receive an email confirming your purchase.

You will also be able to view the vehicles you won by logging into your ALD Carmarket account, and going to My orders.

By downloading our mobile application “ALD Carmarket”, you can also be notified and track the status of your sales.

I want to cancel my awarded vehicle

Use the contact us page of ALD Carmarket and Indicate the plate number and the reason to cancel the vehicle. Cancellation fees may be applied.

How do I know that I have lost a vehicle?

If you did not win a sale, you will be notified by email.

You will also be able to view your lost vehicles via the My Orders page by logging into your ALD Carmarket account.

I want to know my rank before the sale closing

On tender sales, you will receive an email 2 hours before the sale closing to indicate your ranking.

I want to know the final price of a vehicle that I haven't won

The awarded price is not communicated.

What are the necessary documents to register?

If you have any questions regarding the purchase order/proforma or invoice, please contact us by filling the form.

What can I do in case of missing document?

If you don’t have an account on ALD Carmarket.

You should receive emails from us to request you to send us the missing documents.

If you have an account on ALD Carmarket.

You can log into ALD Carmarket and go to My Account page to upload the missing documents.

Can I receive a copy of the Car registration document?

According to countries, you can receive a copy of the Car registration after payment.

When will I receive my Car registration document ?

If you are a local customer, your registration document will be sent by Post Mail once your payment will be received.

If you are an export customer, your registration document will be sent by Post Mail once your payment will be received and your export documents (eg. CMR) will be validated.

According to countries, you may receive an email indicating the tracking number.

The Car registration document I received doesn't correspond to my car

Please fill the contact us form and upload the copy of the Car registration.

An exchange of Car registration document will be done.

Will I receive my Original COC ?

Response according to countries

- For the moment, we can't provide any original CoC

- You will receive the original CoC with your Car registration paper

I need to access to the assessment report

When the sales is opened, you can retrieve the document in the vehicle page.

When the sales is closed, you can retrieve your assessment report in MyOrder page.

I haven't received my purchase order / proforma or invoice to pay the vehicle

Make sure the vehicle has been awarded to you in MyOrder page.

If you haven't received your document 72h after the award, please fill out the form.

I need to access to the history of maintenance

When the sales is opened, you can retrieve the document in the vehicle page.

When the sales is closed, you can retrieve your assessment report in MyOrder page.

I have a question on my purchase order / proforma or invoice

If you have any questions regarding the purchase order/proforma or invoice, please contact us by filling the form.

I haven't received my pick-up authorization

Make sure you paid the total amount of the vehicle If you haven't received your pick-up authorization 72h after payment, please fill out the contact us form and provide the proof of payment.

I have a question on my pick-up authorization

If you have any questions regarding the pick-up authorization, please contact us by filling the form.

What export docs I need to send?

At least, you need to send the CMR stamped and signed

According to countries, you may have other export documents to send such as the Transport Declaration and the Entry certificate

Please note that if you don't provide all the requested documents, VAT will be invoiced.

All export documents must be sent to the following mailbox : cmrisc@leaseplan.com

How can I send my export documents?

You can upload these documents from Carmarket through the Contact Us form

All export documents must be sent to the following mailbox : cmrisc@leaseplan.com

What is the global process after sales?

1. Award Notification
After each Sales closing, if you have bid on a vehicle, you will receive an email confirming or not your purchase within 24 hours.
2. Payment
You will receive a notification and/or purchase order/proforma/invoice according to countries
You need to pay the car within 5 working days after notification
You will receive an e-mail confirming that we have received your payment and containing your pick-up authorization.
3. Pick-up
You will have to pick-up the car within 5 working days after notification for local sales and up to 10 working days after notification for export sales
According to countries, you need declare your transporter and to contact the compound at least 48h before the pick-up
4. If Export sales
Send all required documents to prove the export
All export documents must be sent to the following mailbox : cmrisc@leaseplan.com
5. Keys & Car registration documents
According to countries, keys and manuals will be within the vehicle or sent by post mail
The car registration document will be sent once the payment is received with all required documents for export sales

How to pay?

The payment needs to be done at once by bank transfer.

You can send your bank transfer proof to ease the reconciliation.

Please find the bank account number to do the transfer: <add bank account number>

What is the payment delay?

The payment needs to be done within 5 working days after award notification/purchase order/ proforma invoicing/invoicing date.

I will have some delay to pay the vehicle, what can I do?

Please fill the contact us form to explain your reasons.

Where can I find the bank account number to make the transfer?

According to countries

I have a question on my invoice

Please fill the contact us form to explain your question.

How do I know my payment has been received?

You will receive a notification confirming your payment has been validated within the 72 hours after payment.

Where to pick up my car?

The pick-up address is indicated in the pick-up authorization you will receive after payment confirmation.

What is the process? Do I need to contact the compound?

According to countries, you may have to contact the compound 48 hours before and declare the name of the transport company and the name of person who will pick-up the car.

At the compound, the person will have to provide his ID card to prove his identity.

What are the delivery hours?

Please contact the compound before pick-up to set-up an appointment during the delivery hours.

Do I need to pay VAT?

For export purchase inside EU, you don't need to pay VAT if you provide the export documents required on time.

For export purchase outside EU, you need to pay VAT. You will be refunded once you will send all export documents required.

What are the specific document I need to send (CMR,EX1/EU1…)?

At least, you need to send the CMR stamped and signed

According to countries, you may have other export documents to send such as the Transport Declaration and the Entry certificate

Please note that if you don't provide all the requested documents, VAT will be invoiced.

All export documents must be sent to the following mailbox : cmrisc@leaseplan.com

How can I order transport?

According to countries

What are the cancellation fees ?

Cancellation fees may be applied.

Please refer to the terms and conditions.

Please note that after an important number of cancellations, your account may be suspended.

I want to cancel my order

You can cancel your order, however depending on the reason, please note that you may receive a penalty fee.

When will I receive my refund?

You will receive your refund within 30 days after cancellation validation.

What proof I need to send to raise a claim?

You will need to provide the following information to open a case:

Vehicle information

*Claim description *Proof of transport/pick-up mentioning the delivery date and the vehicle conditions

*Pictures

- 1 photo of the odometer to provide the mileage

- 1 photo of the entire vehicle with the registration plate clearly visible OR 1 photo of the VIN number

- 2 photos per damages (global view + zoom)

You will need to provide the following information for the treatment of the case:

* Quote issued by a qualified independent party within 10 days after the opening claim date

If the information and documentation are not provided on time, the initial declaration will be closed and will not be subject to any compensation.

What are the conditions for my complaint to be taken into account?

Your complaint must meet all the following conditions :

- The complaint has been sent through the Contact Us form of ALD Carmarket within 3 working days after delivery or pick-up

- All required documents and information have been sent within 10 days

- The requested amount is above the deductible

- The vehicle should not has been driven more than 50 km from the sale mileage

- The complaint must not concern of the following item :

*Regular maintenance parts

*Tyres

*Flywheel and shock absorbers after 150 000 km

*Items and damages stated in the assessment report

*All damages seen as “Fair Wear and Tear” "

What are the steps of my complaint?

1. Declare the complaint on the Contact Us webform with all required information and documents

2. The customer service will analyze your request

3. The customer service will contact you to provide a conclusion within 5 working days after your complete request

I want to declare a missing accessories

Please, before raising the claim, refer to the vehicle info, inspection report and history of maintenance to check whether the damage has not been already reported.