Claim Center

The vehicle does not work? Key information does not match with the one described? Do not worry. We will mediate the claim and help you make your business run again.


  Compensation is applicable for following cases.

  • Engine, Transmission, 4WD does not work.
  • Information does not match – chassis no., engine volume, fuel type & other major options.
  • If it is reported within 14 days after the item’s arrival at the port. Less than 100 kilometer driven.
  • If it is submitted with video showing clear Chassis no., Mileage and problem symptoms.

  Do not disassemble or Fix it.

A. When the engine/transmission is not working at the arrival place,
B. DO NOT disassemble or Fix it. Just take a video and file a claim right away.
C. If the vehicle were disassembled totally, partially or already fixed, we do not take part in the claim resolution.


  Compensation is NOT applicable for following cases.

  • Exteriors (Scratches, Dents, Rusts, Broken Glasses, Paint problems, wheels, etc.)
  • Interiors (Worn out, Torn seats, Scratches, Dirt). Body (Corrosions, Scratches, Oil Stains)
  • Stolen things after shipping and at the destination. (Black Box, Radio, Monitor, Rear Camera, ECM Room Mirror, Spare Key, Spare Tire, Catalytic converter, Other Accessories, etc.)
  • Engine Sounds (Noise, Shaking, Turbulence, Oil leaking, Fume, etc.)
  • Spare Tire / Spare Key / Mileage (Odometer reading) / Catalyst
  • Consumable Parts (Battery, plug, injector, turbo, Radiator, A/C Compressor, etc.)
  • Consumable Parts are maintenance parts that need to be replaced when it is broken. Starter Motors, Fuel Pump, High Pressure Pump, Flywheel, Battery, Injector, Turbo Charger, Radiator, A/C Compressor, Clutch, Discs, Gaskets, Head Cylinders, Water Pumps, etc.
  • Vehicles under USD 2,000 compensate up to USD 200 for critical defects of engine and transmission only.

  Claim Process

1

Submit your contents with pictures video and details of the claim.

File a claim
2

We will verify if the claim is applicable. If it is a valid claim we start the arbitration.

We Arbitration
3

You will get a reply from our claim center and be guided with solutions for a compensation.

Get Solutions

  Please note:

  • • The compensation can take form in discounts, providing parts or fee refund.
  • • The compensation amount will be assessed according to our operation policy.
  • • All compensation standards are set by our local market consensus and fee.
  • • Repair cost at customer’s destination will not be considered.
  • • The compensation amount cannot exceed the vehicle’s price stated in the invoice.

  How to Submit a Claim

  • 1. Go to your order page you want to file a claim on ‘My Order’.
  • 2. Click the ‘File a Claim’ button showing after My Order in right side of the page.
  • 3. Confirm the compensation policy and submit a video detailing or pictures the performance problem with VIN (chassis) number of the vehicle.
* You should file a claim to Carpool Korea within 14 days after the arrival of the vehicle at the destination port. Please check your order’s ETA (Estimated Time of Arrival)