This Dealer Support Hub has been designed to help your business navigate the current challenging environment by providing helpful information and guides for accessing our tools and services.

Take some time to browse through the information below and remember we are here to help and support your business through this time.

Frequently asked questions

Why you should use Email Auto Responses and how to set it up?

Email is a quick and easy way to stay connected with customers.

Set up your Email Auto Response to ensure you are keeping any potential buyers engaged with your dealership and inventory in the case you are unable to respond.

Ensure you include any key details that will help the potential buyer, such as best contact number, email address, your COVID-19 policy and when they can expect to hear from you.

To set up your Email Auto Response follow these simple steps below:

  • Step 1: Log into AutoGate via the Datamotive Portal. (User logging in must have Admin access).

  • Step 2: In your left side menu click settings to view the drop down menu. (Fig. 1)

    faqs-email-desktop_01
  • Step 3: Once you can see the options below settings, click Email Templates to proceed to the management section. (Fig. 2)

    faqs-email-desktop_02
  • Step 4: With the Email Template management section you will see 4 tabs that allow you to create/edit your auto response email templates for New Cars, Used Cars, Showroom Cars and Other. Select the templates that are applicable to your business then click create to edit the template. (Fig. 3)

    faqs-email-desktop_03
  • Step 5: Here you can edit your email auto response template, customizing your From Name, From Email, Subject line and the email copy. (Fig. 4)

    faqs-email-desktop_04
  • Step 6: Insert auto fill tokens such as First Name/Last Name and your website using the token selection menu. (Fig. 5)

    faqs-email-desktop_05
  • Step 7: You can preview your auto response email by clicking the Send Preview Email button and typing in the relevant email address. (Fig. 6)

    faqs-email-desktop_06.png
  • Step 8: Once you have completed these steps click ‘Save Template’ at the below of the page and your Email Auto Response template will be ready to go.

  • Step 9: Complete the above steps for each appropriate sales category (i.e. New, Used, and Showroom).

What is SMS Auto Response and how to set it up?

SMS is an effective way to stay connected with customers.

SMS Connect is a free service available to all dealers as part of their AutoGate account, and is automatically enabled. It provides immediate confirmation to a customer that their enquiry has been received.

For dealers with access to SMS Auto Response* you can go one step further in keeping potential buyers engaged with your dealership and inventory in the instance you are unable to respond.

SMS Auto Responses allows you to customise the SMS response to include key details that will help the potential buyer, such as best contact number, email address, your COVID-19 policy and when they can expect to hear from you.

To set up your SMS Auto Response follow these simple steps below:

  • Step 1: Log into AutoGate via the Datamotive Portal. (User logging in must have Admin access).

  • Step 2: On your left-hand side you will see the side menu bar which has your ‘Settings’ section. (Fig. 1)

    faqs-sms-desktop_01
  • Step 3: Select this drop-down menu and click ‘Update Dealership’. (Fig. 2)

    faqs-sms-desktop_02
  • Step 4: This will load a page like below and in the Navigation section click ‘SMS Auto Response template’. (Fig. 3)

    faqs-sms-desktop_03
  • Step 5: In this section you can customize the message you want prospects to see, including your dealership name, telephone, website or email address. (Fig. 4)

    faqs-sms-desktop_04
  • Step 6: You can also use the keyword tokens to ensure the prospect knows exactly what inventory item they are receiving a response about.

    • You can place these tokens in your message template by clicking them, and copy and pasting the token to the relevant section of the message.
  • Step 7: You can send a preview to your phone by selecting the ‘Preview’ button below the message template. The preview will be sent to the mobile attached to your user profile – to ensure this is up-to-date head to the ‘Update Profile’ section from the menu on the left. (Fig. 5)

    faqs-sms-desktop_05
  • Step 8: Once you have completed these steps click ‘Save Content’ at the top of the page and your SMS Auto Response template will be ready to go. (Fig. 6)

    faqs-sms-desktop_06
  • *SMS Auto Response is a billed product. To activate please contact your Digital Account Manager or purchase through AutoGate.

Why should you start loading videos onto your inventory?

With social distancing measures limiting face-to-face appointments and test drives, video is a great way to help you showcase your inventory and provide greater transparency for customers.

It can also generate more interest and increase engagement with your inventory.

How to upload video to my listings?

Video can be easily uploaded via AutoGate through your desktop or your AutoGate App.

Uploading via desktop

  • Step 1: To add video to your inventory you can either upload via AutoGate on your desktop or the AutoGate app.

  • Step 2: For uploading via the desktop head to your inventory page and select the inventory item you wish to load the video too. (Fig. 1 and 2)

    faqs-video-desktop_01 faqs-video-desktop_02
  • Step 3: On the inventory page select the video tab next to the inventory items photos section. (Fig. 3)

    faqs-video-desktop_03
  • Step 4: This will open a window in which you can upload your pre-recorded video. (Fig. 4)

    faqs-video-desktop_04

Uploading via Autogate App

  • Step 1: To upload via the AutoGate app, log into your account and proceed to the inventory tab.

  • Step 2: Select the inventory item you would like to upload video to and then select the video tab. (Fig. 5 and 6)

    faqs-video-app_01 faqs-video-app_02
  • Step 3: Then tap the media button on the top right. (Fig. 7)

    faqs-video-app_03
  • Step 4: This will open up a menu asking you to manage photos or video – please select video. (Fig. 8)

    faqs-video-app_04
  • Step 5: The near the top of the page you will see an Add Video button select this to proceed. (Fig. 9)

    faqs-video-app_05
  • Step 6: Finally you can select to record a video right then or upload a video you previously recorded on your phone. (Fig. 10)

    faqs-video-app_06
  • Check out some handy tips around how to shoot videos of your specific inventory click below.

What is carsales.com Ltd’s dealer assistance?

Communication was sent out to dealers across all verticals on Monday 23rd March to inform them that:
  • Effective for the month of April 2020, carsales will waive all dealer fees*. This includes both fixed fee services and sales lead charges
  • In addition to the above we will allow all of our dealer customers to defer payment of their March advertising costs by 30 days.

Included in the fee’s waived, are subscription services such as LiveMarket or RedBook subcriptions that were active prior to March 23, 2020. Products purchased post March 23, 2020 will attract a charge as per the contracted price.

For any more information please contact your Digital Account Manager.

How will the dealer support package in April impact my billing?

Due to the recently announced Dealer Support Package, you may notice changes to your invoice and statement for both April and May (relating to the active services in April attracting the waiver defined above)

As per usual, all your active services will still be listed on the invoice, however a credit will be applied accordingly for active April services that meet the Dealer support package criteria, which will be provided to you via a credit note.
  • April billing will include credits for services that are usually billed in advance (subscription services).
  • May billing will include credits for services that are usually billed in arears (such as leads).
Therefore, you can expect to receive three billing documents in April and May.

  1. Invoice (to be received by Monday morning 6th April) – This will outline all your active products and services. There are no changes to your invoices, however, we have included information in red text at the top of the invoice highlighting that the *final payable balance to carsales should be based on your statement instead of the invoice*
    invoice_example
  2. Statement (to be received by Monday COB 6th April) – This will provide a summary of both your charges and credits applied. It provides your total net balance due for the corresponding month. Payment should be made on the outstanding total listed in this statement as the ‘Amount Payable’. Note: The extension of the 30 days has been applied against your March bill (e.g. invoice dated 31st March 2020 is due on the 7th of May)
    statement_example
  3. Customer Credit note (to be received by Wednesday COB 8th of April) – This will list the applicable credit amount based on the dealer support package
    credit_example

Badges | What are they and how do they work?

What are badges?

Badges are visual tags that you can attach to your listing to promote additional capabilities and services offered.

faqs-seller-badges-desktop_01

This new feature is completely free during the COVID-19 period as part of the continued additional support carsales.com Ltd is offering to its dealer partners. When consumer clicks on one of these badges a pop-up window will appear explaining each service in more detail.

faqs-seller-badges-desktop_01

What are its benefits?

Badges help in a number of ways, when it comes to promoting your listings.

  • Influence a potential buyers decision to place an enquiry by increasing the visibility of services, capabilities and even sanitisation policies.
  • Indicate the solutions you have for buyers to engage with your dealership digitally in a time where movement is restricted. Highlight your ability to offer helpful services such as the ability to deliver the car, offer phone deposits and/or conduct video tours, aiding in purchasing a car sight unseen.
  • Let consumers know when you are open and when they can expect to hear from you. With various retail businesses closed or changing up their business hours. Let customers know you are still open for business.

How to apply badges?

Badge management can be accessed through the Portal and can be switched on and off. Note – you must have ‘user management’ permission to access the toggles.

To access the badges management section and select which badges you would like to apply to your inventory please log into your dealer portal and head to the ‘Update Dealership’ section under User settings.

faqs-seller-badges-desktop_01

Within the services section on the Navigation menu you will see all badges and the toggles to turn each on and off. The badges are separated into the premium Buy from Home badge and then the other standard badges. To enable the premium Buy from Home badge you must have the below standard badges enabled.

  • Home test drive
  • Sanitisation Policy
  • Online Payments
  • Delivery available
  • Finance Online
  • Paperwork from Home

If you try to toggle the Buy from Home badge and do not have these switched on you will receive a message advising you of these requirements (as seen above).

Please note: it will take between 5 -15 mins to update on your listings and if you have multiple accounts you must apply these across each individually.

Here is a list of the badges and what each means below:

Buy from home (Premium)

The seller offers ‘Buy from Home’ enabling you to go through the buying process without having to leave your home.

As part of this service, the seller can provide everything from your home- demonstration, finance, trade-in valuation, remote payments and final delivery to your driveway.

Applicable brands: carsales, bikesales, caravancampingsales

Valuation from home
Valuation from home

The seller is able to provide quick and comprehensive valuations and appraisals for trade-in vehicles, without the need for the customer to visit the seller’s premises. Terms and conditions apply - customers should contact the seller for details.

Applicable brands: All

Finance online
Finance online

The seller, or their preferred finance providers, has in place provisions for remote management of finance application process. Customers should contact the seller for further information, eligibility criteria and full terms and conditions.

Applicable brands: All

Paperwork from home
Paperwork from home

The seller has in place provisions for the remote signature and exchange of documentation. It is the buyer’s responsibility to ensure they obtain all information and advice needed before signing on the dotted line. Customers should contact the seller for further information.

Applicable brands: All

Open 7 days
Open 7 days

This seller is open 7 days a week. Public holidays and alternate trading hours may apply. Customers should contact the seller to confirm current trading hours.

Applicable brands: All

1 hour response time
1 hour response time

This seller will endeavour to respond to customer enquiries within 1 hour during business hours. Excludes public holidays.

Applicable brands: All

Open for business
Open for business

This seller is open for business, though altered trading hours may apply. Customers should contact the seller to confirm current trading hours.

Applicable brands: All

Appointment only
Appointment only

This seller is available for appointment bookings.

Applicable brands: carsales, bikesales, caravancampingsales

Home test drives
Home test drives

The seller is able to bring the vehicle to the customer’s home or office for the purpose of a test drive or demonstration. The customer should contact the seller for further information or booking.

Applicable brands: carsales, bikesales, caravancampingsales

Video call / tour
Video call / tour

This seller is happy to have a video call or provide a video tour (walk-around) of the vehicle, all from the comfort of the customer’s home. It is the customer’s responsibility to ensure they obtain all information needed to make the right decision. The customer should contact the seller for further information or booking.

Applicable brands: All

Online payments
Online payments

The seller has in place provisions for remote exchange of money, such as deposits or reservation payments over the phone, online payment facilities or bank transfers. Customers should contact the seller for further information and accepted payment methods. Customers are advised not to make payments before fully understanding the terms e.g. whether there is a right of refunds.

Applicable brands: All

Delivery available
Delivery available

The seller can arrange for delivery of the vehicle to the buyer. Customers should contact the seller for more details and a quote.

Applicable brands: carsales, bikesales, caravancampingsales

Sanitisation policy
Sanitisation policy

This seller has a written sanitisation policy in place, which will apply to any appointment or test drive. This seller has also agreed to observe social distancing rules as required. Customers must make their own decisions regarding whether such policies or rules are satisfactory and should contact the seller to find out more.

Applicable brands: All

What are the government business assistance measures?

An easy-to understand guide to the government and banking assistance measures.

View guide here

How will the dealer support package in May impact my billing?

carsales dealer assistance & billing information – covid 19

The following document outlining key billing information takes into account both April and May support measures.

Summary of april support measures

In March, carsales.com Ltd announced the following dealer support package for April.

  1. Effective for the month of April 2020, carsales will waive all dealer fees*. This includes both fixed fee services and sales lead charges.
  2. In addition to the above we will allow all of our dealer customers to defer payment of their March advertising costs by 30 days.

    * All contracts in place as at March 23 will be honoured as No Charge in April (including leads). Products purchased after March 23 will attract charge as per the contracted price. These changes will apply to all carsales.com Ltd brands (carsales.com.au, bikesales.com.au, boatsales.com.au, trucksales.com.au, caravancampingsales.com.au, constructionsales.com.au, farmmachinerysales.com.au)

Summary of may support measures

On Thursday the 23rd of April carsales.com Ltd announced further support for dealers in May which advised:

  1. carsales will continue to waive fees for new car subscriptions and new car lead fees from carsales.com.au for May – this is available to both new and existing dealer customers. Demo leads not included.
  2. A 50% discount will be applied to all invoiced products, services and Used/Demo lead charges for the month of May under any contract or agreement in place as of 30 April 2020.
  3. Additional products or services purchased for use in May (with the exception of Main Event and Ultimate Main Event bundles) will have a 50% discount applied.
  4. The due date for May invoices will be extended by 30 days allowing our dealer customers to better manage their cash flow.

Key billing information – may support package

Due to the recently announced Dealer Support Package in May, you may notice changes to your invoice and statement for both May and June (relating to the active services in May attracting the waivers as defined above).

As per usual, all your active services will still be listed on the invoice, however a credit will be applied accordingly for active May services that meet the Dealer support package criteria, which will be provided to you via a credit note.

  • May billing will include credits for services that are usually billed in advance (subscription services).
  • June billing will include credits for services that are usually billed in arears (such as leads).

Therefore, you can expect to receive three billing documents in May:

  1. Invoice (to be received by COB 5th May) – This will outline all your active products and services. There are no changes to your invoices, however, we have included information in red text at the top of the invoice highlighting that the *final payable balance to carsales should be based on your statement instead of the invoice*.
    Tax invoice
  2. Statement (to be received by COB 8th May) – This provides a summary of both your charges and credits applied. It provides your total net balance due for the corresponding month. Payment should be made on the outstanding total listed in this statement as the ‘Amount Payable’.
    Note: The extension of the 30 days has been applied against your March to May invoices (for example, May advanced services included on invoice dated 30th April 2020 is now due on the 6th of June)
    Statement
  3. Customer Credit note (to be received by COB 8th of May) - – This will list the applicable credit amount based on the dealer support package.

    Note: Two credit memos will be given to you this month:

    • Credits for April services billed in arrears - COVID-19 Dealer Support Credit (Part 2- Remembering you would have received Part 1 last month)
    • Credits for May services billed in advance – COVID-19 Dealer Support Credit (Part 3)

    [Credits for April– part 2 example below]

    Credits for April

    [Credits for May– part 3 example below]

    Credits for May

What are the new Contact Watchers templates?

Contact Watchers enables you to communicate special offers to potential buyers who have taken an interest in your vehicle but may have not enquired (consumers must be opted-in to receive offers).

Check out the new and refreshed templates and see which ones align with your dealership's services.

Finance, trade-in and demonstration offer

Thank you for showing interest in one of our items. We are delighted to be able to extend to you these limited offers.

We can offer you access to competitive finance support, full trade-in valuation and payout information to help simplify the purchase process. Convenient at-work and home demonstrations are also available.

Click the 'Yes' button below and one of our friendly customer service staff will help you.

Thanks, and we look forward to speaking with you soon.

OEM Special Offer

Thank you for saving one of our items. This item is currently being sold in conjunction with our manufacturer's 'Special Offer'.

If you wish to take advantage of this limited-time offer and find out more, please click the 'yes' button below.

Thanks, and we look forward to speaking with you soon.

Customer Service – With Offer

Hello, we understand that you have registered interest in one of our items.

We pride ourselves on providing great customer service and ensuring your car buying journey is as simple as possible.

With this in mind, we are delighted to be able to extend this limited offer to you.

Simply click the 'Yes' button and one of our friendly staff will contact you shortly to discuss.

Thanks, and we look forward to speaking with you soon.

Customer Service – Sale this weekend

The item you saved will be included in an upcoming sale this weekend and we are delighted to extend to you this 'pre-sale offer'.

If you would like one of our friendly staff to contact you to discuss, simply click the 'Yes' button.

Thanks, and we look forward to speaking with you soon.

Carsales Member Offer

We are currently offering limited time offers that are exclusive to carsales Members.

See below for your exclusive offer.

If you would like one of our friendly staff to contact you to discuss, simply click the 'Yes' button.

Thanks, and we look forward to speaking with you soon.

Home test drives

Thank you for showing interest in one of our items.

We are delighted to inform you that we are able to conduct at home test drives to help you inspect the vehicle in a safe but thorough manner. Our dealership is following strict hygiene measures as well as following all government advice to help keep both you and our staff safe during home appointments.

We can bring the vehicle along with all relevant documentation to facilitate a trade-in appraisal or an application for finance. We can also deliver your new purchase if requested.

As part of this home appointment, we are also excited to extend to you this special offer below.

If you wish to book an at home appointment click the 'Yes' button below and one of our friendly customer service staff will help.

Conditions and fees may apply - our customer service staff will talk you through these.

Thanks, and we look forward to speaking with you soon.

Showroom Open

Thank you for showing interest in one of our items.

Our showrooms are open and ready for you to inspect the vehicle thoroughly and safely. Our dealership is following strict hygiene measures as well as following all government advice to help keep both you and our staff safe.

Book an appointment to come and see the car and access this special offer (see below) on the vehicle.

Click the 'Yes' button below and one of our friendly customer service staff will help.

Thanks, and we look forward to speaking with you soon.

Buy from home

Thank you for showing interest in one of our items.

We are delighted to inform you that we are able to conduct at home test drives to help you inspect the vehicle in a safe but thorough manner. Our dealership is following strict hygiene measures as well as following all government advice to help keep both you and our staff safe during home appointments.

We can bring the vehicle along with all relevant documentation to facilitate a trade-in appraisal or an application for finance. We can also deliver your new purchase if requested.

As part of this home appointment, we are also excited to extend to you this special offer below.

If you wish to book an at home appointment click the 'Yes' button below and one of our friendly customer service staff will help.

Conditions and fees may apply - our customer service staff will talk you through these.

Thanks, and we look forward to speaking with you soon.

title (with modal)

Your OEM has created EPIC special offers for you to apply to your stock during the sale period (*except Suzuki QLD dealerships). These offers will appear in your special offers section of AutoGate. Where determined by your OEM you may apply the offers prior to the start of the EPIC CAR SALE to ensure you're ready to go.

to see how to apply special offers in AutoGate.

Which OEMs are participating?

There are 10 OEMs (14 brands) participating in this year’s EPIC CAR SALE:

  • FCA (Alfa Romeo, Jeep, Fiat, Abarth, Chrysler)
  • Holden
  • Hyundai
  • Jaguar
  • Land Rover
  • Mercedes-Benz
  • Nissan
  • Renault
  • Suzuki
  • Volkswagen

What to do if your inventory item is optioned?

If you have inventory items eligible for the EPIC CAR SALE and is loaded with options, you will need to ensure you have select all option features within AutoGate.

This will help ensure that the correct pricing can be applied to your inventory, in accordance with your OEMs sale pricing criteria.

For more details on how to apply options, click here.