Customer Experience - Adjusting Purchase, Verification and Delivery

Question 1

Our Verification teams are responsible for what 5 steps?

Answer 1

1. Verifying personal identifying information
2. Validity of documents
3. Available funds
4. Third-Party loan secured
5. Registration requirements

Question 2

What is a Post Green, Pre Delivery Call?

Answer 2

A call with customers who have been approved by our Verifications Team and are awaiting their delivery! Even though we have been in contact with these customers, they may still have questions.

Question 3

What delivery expectations should you cover on a Post Green, Pre Delivery call?

Answer 3

1. Documents
2. Walk Around of the Vehicle
3. Trade-In Vehicle (If applicable)
4. Drive the Car
5. Submit Payment
6. 7 DAY MONEY BACK GUARANTEE
7. Plate Info
8. Swaps/Returns Max/Multiple Purchases

Question 4

What is a “Roll Back”?

Answer 4

A step taken to move the purchase out of ‘order placed’ state and back to ‘purchase process’ state.

Question 5

Why would we Roll Back a customer’s purchase?

Answer 5

1. Changes to delivery appointment
2. Adjustments needed in financing terms
3. Adding or removing ancillary products (GAP or CarvanaCare)
4. Adding or removing a trade
5. Change to a customer’s personal information

Question 6

Each time we complete a Roll Back, what step must be taken to ensure that a customer doesn’t lose their vehicle?

Answer 6

The order much be replaced.

Question 7

In which system would you complete a Roll Back?

Answer 7

ADMIN

Question 8

What specific documents are needed upon delivery?

Answer 8

A physical driver’s license and UPDATED insurance card for the new vehicle. Policy start date should be the date of delivery and this is required in order to take possession of vehicle.

Contracts must also be signed for us to be able to release the vehicle.

ID Cards: If a customer purchases with an ID Card (only in accepted states), they can legally accept the vehicle. Customer MUST bring someone with a valid Driver’s License to the appointment to drive the vehicle.

Temporary DL: In most states the customer can complete the purchase process using a temporary Driver’s License, but will need to upload a front and back copy of their permanent Driver’s License (when they receive it) in order to register their vehicle.

Question 9

What type of insurance coverage is needed upon delivery?

Answer 9

The insurance coverage will be dependent on how the customer is paying for their vehicle. The insurance policy MUST be active for 45 days. However, some states require the policy to be active for longer, please see the State-by-State Registration Guide.

Cash: State minimum requirements

Third Party: Based on Third Party requirements

Carvana Financing: Full coverage required (both comprehensive and collision)

Question 10

What are the 6 steps in the Touchless Delivery process?

Answer 10

1. Carvana will confirm receipt of customer’s insurance and selfie DL.
2. FA will unload vehicle, use a sanitizing wipe on the keys and steering wheel, and leave paperwork, a pen, and the keys in the vehicle.
3. FA will call the customer to let them know the vehicle is ready to view and they will be arriving in the hauler.
4. If the customer has a trade, the FA will ask them to leave the keys and title (if applicable) on the passenger seat for inspection while they’re on their spin.
5. When ready, the FA will call the customer to talk them through signing their registration documents.
6. Once the paperwork is signed, the FA will ask the customer to place the registration envelope in a secure spot from them to collect. they will ensure to ask for any titles or checks related to the purchase.

Question 11

What are the 3 steps in the Touchless ending Machine pickup process?

Answer 11

1. All customer pickups will be considered “private appointments” and only one appointment will occur at a time. Additional, our vending machines will now be locked and closed to the public walk-ins. (Note that each customer is only permitted to bring up to two guests to their private pickup.)
2. All VMs will have one pickup event available every 45 minutes to allow time for VM advocated to clean the lobby and high-touch items/surfaces between appointments. (Previously schedule pickup time slots will be adjusted to prevent customer overlaps. We will wipe down table and desk surfaces, door handles, touch screens and VM coins.)
3. Markets Ops will proactively pre-call or send an email to each customer prior to pickup that outlines the expectations, specifically highlighting that customers need to be on time for their appointment time to ensure admittance.