Sometimes, vehicle returns are necessary. If you return a vehicle purchased at a partner auction location, and you used a floor-plan company, may receive an invoice from DealShield® for non-reimbursable fees. Below are answers to frequently asks questions, aiming to bring peace of mind to this process.  

Q: I looked up the VIN in my system and I do not have a record of this VIN in my inventory or the VIN shows arbitrated in my system. 

A: Since you returned the vehicle to DealShield and we paid off your floor-plan, you may no longer have this VIN in your records.  This does not mean the vehicle was arbitrated.  Since DealShield issues rebill invoices after paying off your floor-plan, you will only receive rebill invoices for DealShield returned vehicles.  You can view your previously returned vehicles by logging into your account at DealShield.com. 

Q: Why am I being charged a late fee, administrative fee, or other fee by DealShield? 

A: DealShield is not charging late fees or administrative fees. We will rebill you for reimbursement of the fees that were charged on the original vehicle purchase at the auction.  If we rebill you for a late fee, it’s because the auction charged you a late fee and it was included in the amount floored at the auction.  This amount is still due to DealShield, and you are then free to contact the auction with any fee disputes. 

Q: The auction said all of my fees are paid for this vehicle. Why did I get a bill?  

A: All of your fees at the partner auction were paid when the vehicle was floored.  However, since you returned the car to DealShield, we had to reimburse your floor-plan for the full amount floored and are billing you to recoup our fees. 

Q: I already paid this DealShield fee at the auction but received a bill. Why?  

A: If you believe the DealShield fee was already paid at the auction, please email Accounting@DealShield.com with proof of payment.  We will coordinate with the auction and cross-check our records. 

Q: Did I arbitrate this car or was the sale unwound? 

A: If you believe you are being charged for a vehicle that was not purchased, please email Accounting@DealShield.com and we will verify. 

Q: This fee was not on the bill of sale at the auction.  

A: It is possible that the DealShield fee does not show on the bill of sale due to OVE purchases, IF bids, pending guarantee review, or technology issues.  You are still responsible for paying the DealShield fees regardless of the status on the bill of sale.  If your account contact information with DealShield is up to date, you will have received a purchase confirmation of coverage for this vehicle. 

Want to dive deeper on how your invoices and rebills? Click here to read more.  

Have more questions? Contact us here.