FAQ & Troubleshooting
/deal/…) and official notifications.
Search, favorites & following up
For step-by-step navigation, see Using the Site.
How do I search and filter vehicles?
Open Search Cars from the header (stock list). Choose Make, then Model (models depend on make). Add Body Type and Budget Max if you want, then SEARCH. Use the horizontal Browse by Body Type shortcuts for quick presets. Use Clear All to reset filters.
How do I sort listings?
Above the grid, use the sort dropdown: default order, price low/high, newest year, or lowest mileage.
What does the FOB price on the list mean?
It is an approximate FOB price for the vehicle, shown in US$ for reference. Freight, insurance, and local costs are not final until you request a quote for your destination country and port. The quote and invoice are issued in Japanese yen (JPY).
No vehicles match my filters — what can I do?
Broaden filters or clear them. On the empty-results screen you can submit the REQUEST form (make, keyword, email) so staff can help source stock. You can also use the site chat or official contact if shown.
How do favorites work?
Sign in, then tap the star on a list card or vehicle page to add or remove the vehicle. Open Favorites in the menu to review saved cars. Favorites are bookmarks only — they do not reserve stock or start a deal.
If I remove a car from Favorites, does my deal cancel?
No. Favorites are independent of deals. Cancellation or decline is handled only through your deal page when those actions are offered.
Where do I see notifications?
Use the bell icon and the Notifications page when signed in. You may also receive email — check spam folders. For deal-specific buttons and status, always open the matching row under Deals.
What is the difference between Notifications and my deal page?
Notifications alert you to updates. The deal page shows the current status, required fields, and action buttons (Reserve, uploads, etc.) — treat it as the source of truth for what to do next.
Can I ask the seller a question before I quote?
On the vehicle detail page, use the Question / Send Question area. It is a public bulletin — do not post private contact details. Final price and shipping lines are confirmed through the official quote/deal flow, not by informal chat in comments.
Account, sign-in & registration
Do I need an account to browse vehicles?
You can browse listings without signing in. To request a quote, save favorites, or open a deal, you need a buyer account and must be signed in.
How do I sign in?
Open the buyer login page (/login), enter your email, and tap “Email me a sign-in code.” We send a 6-digit code to your inbox — enter it to sign in. No password is required. (If you registered with Google, use the same Google sign-in.)
I didn't receive my sign-in code.
No password needed — just enter your email again and request a new code. Check spam/junk and that your mailbox accepts mail from JAPACAR. Each code is valid for 30 minutes, so use the newest one.
Can I change my sign-in email?
Yes — open My Account → Change sign-in email. We send a code to your current address and a confirmation link to the new one. If you've lost access to your old inbox, please contact us in the chat (bottom right).
Quotes, vehicle page & Deals list
How do I request a quote?
Open the vehicle page, choose destination country and port (and any options shown), then submit the quote request from the form. After that, open Deals from the menu — you should see a row for the new deal.
I don’t see my deal under Deals.
Confirm you are signed in with the same account you used to quote. Refresh the page. If the quote request failed (network error), try again from the vehicle page.
Can I change destination country/port after quoting?
It depends on deal stage and seller rules. If the deal page does not offer a change, ask through the official contact channel for your deal — do not assume a port change without confirmation.
Proforma, Reserve & declining
What is Reserve?
Reserve means you agree to proceed under the conditions shown on the deal/proforma (price, freight-related lines, terms). After you tap Reserve, seller-side steps (e.g. stock check, payment request) continue.
I cannot find the Reserve button.
The deal may have already moved past that step, or the offer expired. Refresh the deal page and check the status badge and messages. If you are unsure, compare with How to Purchase.
Can I decline or cancel a quote?
If your deal page offers Decline or similar, you can use it. Exact cancellation rules depend on deal status and seller policy — the deal page is the source of truth.
Payments
When do I pay?
Only when the deal page shows the correct step (e.g. payment requested). Follow the bank instructions and amounts shown on your deal or invoice. Do not send money to random accounts from unofficial messages.
How do I pay?
Payment is by bank transfer in Japanese yen (JPY). Transfer the exact JPY amount shown on your invoice to the account displayed on the deal page and invoice (our JPY receiving account), then press “I've sent the payment” on the same page. Attaching your bank slip or a screenshot is optional. Please write your Invoice number and Ref No. in the payment message.
Can I pay in US dollars?
No. Invoices for listed vehicles are in Japanese yen (JPY). Ask your bank to send JPY; most banks and services such as Wise can do this. If your country cannot send JPY, the vehicle page will tell you before you request a quote.
I paid but the status did not change.
Bank transfers can take time to arrive. Operations must confirm funds on your account. Wait for a status update or notification. If nothing moves for several business days after you let us know, contact support with your deal reference.
Consignee, invoices & PDFs
What is consignee?
The consignee is the ship-to party and address that appear on invoice PDFs. Enter or copy it correctly on the deal page before downloading invoices or paying in some flows.
Where do I download invoices?
Use the Documents section on your deal page when available. PDFs may be locked until the right status (e.g. after full payment). Always download from the official deal page.
Proforma expired — what does it mean?
The quote/proforma offer may no longer be valid. The deal page may ask you to quote again or contact support. Do not assume the old price still applies.
Deal status, timeline & “waiting”
The status doesn’t match what I expected.
Refresh the deal page. Status updates after the seller, the forwarder or our team take action. If you see no action button, the next step may still be on their side.
What does the Progress bar (Reservation / Payment / B/L) mean?
It is a high-level view of your deal. Read the short text under the bar — it explains whether you need to act or only wait. See Shipping & Documents for details.
I only see “waiting” messages.
That is normal while other parties process stock, freight, or documents. Check Notifications and email.
Shipping, B/L & documents
What is a B/L?
A Bill of Lading is a key sea-freight document. Your deal page may show a B/L-related milestone when it is recorded. Use copies for your customs broker as per local rules.
Who arranges shipping and import?
JAPACAR coordinates the deal flow on the platform; import duties, local registration, and pickup at the port follow your country’s rules — often use a licensed broker.
I cannot see a B/L or download yet.
Documents unlock at certain statuses. If the platform has not recorded that milestone yet, keep monitoring the deal page and email.
Uploads, errors & missing buttons
I've sent the payment but nothing changed.
Operations must confirm incoming payments. Wait for the status to update or a notification. Do not upload the same file many times unless the page asks for a resubmission.
The file was rejected or is too large.
Use a clear image or PDF within the size/format allowed on the form. Crop to the essential part only if the file is huge.
Reserve or payment buttons are missing.
Your deal may already have passed that step, or the flow is waiting for another party. Confirm you opened the correct deal from Deals.
Privacy
What data do you share with sellers or Google?
See the Privacy Policy for how account data, social login, and analytics are handled. Do not post personal contact details in public comment areas.
Auction sourcing
How does the deposit work?
After you authorise your total budget and accept the Auction Bidding & Deposit Agreement, we email you a deposit invoice: ¥200,000, or your whole budget if it is ¥1,500,000 or more. Once your deposit is confirmed, we start sending candidate vehicles. After a win, we invoice the balance, payable within 72 hours of the invoice (counting bank business days only: weekends, Japanese public holidays, 24–26 December and 31 December–3 January are not counted).
Where do I register my refund account?
When a refund is due, open your Member Area → Refund Bank Account (we also email you a link). Changes need a one-time code sent to your email, and after a change, refunds to the new account start 7 days later.
Must I pay from my own account?
Please pay from an account in your own name. The deposit and the balance must be paid from a bank account in the name of the buyer shown on our invoice and the Bill of Lading. If any payment comes from an account in a different name, 10% is added to the total settlement amount (vehicle price, our fees, transport, shipping, insurance and export handling). (If you send us a copy of your country's import permit for the vehicle, we will refund this amount.)
What if I choose FOB?
FOB: export declaration in our name. If you choose FOB, your forwarder must file the Japanese export declaration with Japanese Car Trading LLC as the exporter, and send us a copy of the export permit. If the vehicle is exported under another name, 10% is added to the total settlement amount (vehicle price, our fees, transport in Japan and export handling). Any surplus is refunded 7 days after you upload a copy of the Bill of Lading to your auction page.
Getting help
How should I contact support?
Use the official channel shown on the site (e.g. chat or contact form). Include: your registered email, deal or vehicle reference, what you already tried, and screenshots of the deal page if useful.
I need an answer urgently.
State clearly if you need a reply by a deadline (e.g. vessel cutoff). Complex cases may require seller or forwarder input — not everything can be instant.