Guidance for Claims

Welcome to the Volvo Used Car Cross-border Claims Portal.

This portal is the central channel for retailers to submit and track claims or inquiries related to cross-border used vehicle purchases. By using this portal, your request will be automatically routed to the appropriate team, ensuring faster handling and improved visibility throughout the process.

Before Submitting a Claim

Please prepare the following information:

• Purchase From Country
• Dealer ID
• Vehicle VIN(s)
• Detailed description of the issue
• Supporting documents (if applicable)

When submitting multiple VINs, please enter one VIN per line.

Claim Types

Invoice – Invoice Not Received

Use this category if you have not received an invoice for a purchased vehicle.

Recommended attachments:

• Vehicle VIN(s)
• Order reference (if available)

Invoice – Incorrect Invoice Information

Use this category if the invoice contains incorrect information, such as:

• Incorrect dealer details
• Incorrect vehicle information
• Incorrect amount
• Missing information

Recommended attachments:

• Copy of the invoice
• Description of the discrepancy

Transport – Delivery Status Inquiry

Use this category to request an update on a vehicle's transport or delivery status.

Recommended information:

• VIN(s)
• Expected delivery date
• Additional relevant transport information

Transport – Vehicle Damage

Use this category to report damage identified during or after vehicle transport.

Important: Please report transport damage as soon as possible after vehicle receipt.

Recommended attachments:

• Photos of the damage
• Vehicle Condition Report (VCR)
• CMR document (if available)
• Repair estimate (if available)

Missing Documents / Spare Parts

Use this category if:

• Vehicle documentation is missing
• Keys are missing
• Spare parts or accessories are missing

Recommended information:

• VIN(s)
• Description of missing item(s)

Vehicle Condition Report Inquiry

Use this category for questions regarding:

• Vehicle Condition Reports (VCR)
• Reported damages
• Vehicle condition descriptions
• Vehicle grading information

Recommended information:

• VIN(s)
• Specific question or concern

Pre-Purchase Inquiry

Use this category for questions before purchasing a vehicle.

Examples include:

• Vehicle condition clarification
• Documentation availability
• Equipment verification
• General vehicle-related questions

Other

If your inquiry does not fit into any of the categories above, please select Other and provide a detailed description.

Tracking Your Claim

After submission:

1. A confirmation email will be sent.
2. Your claim will be assigned to the responsible team.
3. You can track the progress of your claim through the Claims Portal.
4. Additional information may be requested during the review process.

Supporting Documents

Providing complete documentation helps us process your claim more efficiently.

Depending on the claim type, supporting documents may include:

• Vehicle Condition Report (VCR)
• CMR document
• Photos
• Repair estimate
• Invoice copy
• Dealer correspondence
• Other relevant documentation

Need Assistance?

If you are unsure which claim type to select, choose the category that best matches your request and provide as much detail as possible in the case description.

Thank you for supporting the Volvo Used Car Cross-border program.