FAQs

To help answer some of the most common queries, we've compiled a list of FAQs that may save you the need to contact our Customer Care department.

Whatever you need to know about Auto Trader products and services, you should find the answer below:

If you are still unable to find an answer to your query, please email: info@autotrader.co.za or call 086 111 2571

Private Advertiser

How do I place a Private advert?
  1. Click on the following selling link and follow the step by step process.
  2. Contact our National Call Centre on 086 111 4004 and our consultants will help you navigate through the website.
I want to advertise my vehicle on Auto Trader, what options are available to me?

There are 2 options available:

  1. Website and Magazine Premium Package: You can advertise your vehicle on the website for 3 weeks and for 2 weeks in South Africa’s National Auto Trader Magazine
  2. Website: You can advertise your vehicle on the Website only
Which sections are available to me in Auto Trader?

Cars & 4x4’s; Bikes; Commercials; Plant & Farm; Leisure.

NB: Should you wish to place an advert of a leisure vehicle, i.e. boats, ski’s, caravans, motor-homes etc. – you will be required to speak to one of our National Call Centre operators on 086 111 4004 to assist you in placing this particular advert.

When will my advert appear on the site?

Your advert will appear on the site once it has been verified and authorised and it should be available for your perusal within 2 hours after it has been authorised.

When will my advert appear in the Auto Trader magazine

Magazine adverts placed via the Auto Trader website will appear in the next available issue of the Auto Trader magazine. This is normally the following Thursday for adverts placed before midday on the Monday prior to the publication day. For adverts placed after this time we cannot guarantee publication in the next issue.

Adverts placed via the magazine will appear on the website when the magazine goes on sale on a Thursday after midday.

What is the deadline for submitting my advert?

The Deadline for submitting adverts in ALL regions is Monday, 4pm.

The deadline for booking a photo agent to take a picture of your vehicle is 12pm the preceding Friday. (Subject to booking availability)

Should you miss the deadline for an agent, please contact our National Call Centre on 086 111 4004 for Email or MMS options.

How do I attach a photo of my vehicle online?

Uploading a photograph to accompany your advert is simple.

Click on the red 'ADD PHOTO' button on the “Edit” screen when placing an online advert and follow the instructions.

Please Note:
The minimum specification of an image to appear on the website or in the magazine is 640 x 480 pixels in size with a resolution of 72dpi. The aspect ratio should be 4 by 3 otherwise the photo will come out stretched.

Images can only be accepted in jpeg (.jpg .jpeg) format.

The photograph should be a true representation of the advertised vehicle.

We cannot accept adverts supplied with stock or library photos nor can we accept 'cut outs' or montages.

Auto Trader reserves the right to remove such photos from adverts placed for publication on the website or in our magazine as appropriate.

If your supplied image is removed, Auto Trader can add a suitable alternative if you email it to: customercare@autotrader.co.za

If you would like to upload more than one picture to accompany your online advert (maximum of 4 pictures), you may also send your pictures to: cutomercare@autotrader.co.za.

When opting for this option, please supply your full name, vehicle registration and customer order number (a unique customer bibit order number will be emailed to you once you've placed an advert) in the email.

If you do not have a picture available, one of our photo agents can call on you. The deadline for booking a photo agent to take a picture of your vehicle is 12pm the preceding Friday. (Subject to booking availability

Online Secure Payment System: (Bibit System)

In order to pay for your advert online, you will need a valid credit card.

Alternatively, you may submit your advert without making a payment online and pay via EFT or direct deposit and fax or email the proof of payment to 086 504 4858 (Customer Care) before the next issue’s deadline.

Please remember to include your vehicle’s registration number and the email address used when placing your online advert as well as your contact details.

Our Banking Details:

Account Name: The Car Trader (Pty) Limited
Bank: ABSA
Branch: Monte Casino
Account Type: Current
Account Number: 4065604904
Branch Code: 331155 OR 632005

Please use the following as your payment reference:

  1. your vehicle registration number; or
  2. email address used when placing the advert; &
  3. your contact number.

National Call Centre Contact number: 086 111 4004

Customer Care Contact number: 086 111 2571

Customer Care Fax number: 086 504 4858

Where are the Auto Trader Offices situated?

Gauteng Office: 154 Bram Fischer Drive, Randburg, 2125.
Tel: 011 686-0900

Cape Office: Ground Floor Oak Leaf Terrace, Old Oak Office Park, Cnr Old Oak Road & Durban Road, Bellville.
Tel: 021 914-9190

KwaZulu-Natal Office: Penthouse, Gateway AutoCity, 1-3 Jubilee Grove, Umhlanga Ridge.
Tel: 031 566-4143

How do I place an advert through the Auto Trader offices?
  1. Please contact our National Call Centre on 086 111 4004
  2. Send an email with an attached picture and description to sell@autotrader.co.za
  3. MMS your picture and description to 071 524 9788
What is required to place an advert?
  1. The advert description;
  2. The photo of your vehicle (a photo agent can be arranged for you at your request);
  3. Positive proof of ID;
  4. Your vehicle’s registration number;
  5. The payment, i.e. EFT or Direct deposit (reference with your name, contact number and vehicle’s registration number.)
How do I write a good advert?

Auto Trader's sophisticated “Place an Online Ad” system will generate the basic body text of your advert for you. However, you are likely to want to add and edit certain details of your advert to make it more attractive to a buyer.

Pick out a few important features that make your vehicle a good buy e.g. Low mileage, few previous owners, anything you think will improve your vehicle's value.

Be realistic about price, asking over the current book value price may mean you have to advertise for a longer period. Look through the Auto Trader magazine or website to help give you a good indication of what your vehicle is worth.

Attach a photo – it will make your advert stand out and you'll get a better response. Finally, be honest. Exaggerating about the condition of your vehicle will only waste your time and your potential buyer's time.

Key points to include in your ad:
Colour, Mileage, Service History, Number of owners, Condition, Year, Key Features, Colour photograph.

Who do I contact to amend my adverts’ description, details or picture?

Contact our friendly Customer Care Call Centre on 086 111 2571 or send an email with all the changes you would like made as well as your advert reference number (URN, Bibit or advert contact number), to: customercare@autotrader.co.za.

How do I “activate” my 3rd FREE week?

Contact our friendly Customer Care Centre on 086 111 2571 or send an email including your advert reference number (URN, Bibit or advert contact number), to: customercare@autotrader.co.za.

Please Note:
You only qualify to activate your 3rd free week within the first 5 weeks of your adverts’ insertion.

3rd Week activations only apply to Super Spot/ Triple Spot/ King Spot and Emperor Spot advert styles that have been purchased on a 2 week package.

Who do I contact if I have a query (i.e. page number, unable to find advert, typo, incorrect picture size etc.)?

Contact our friendly Customer Care Centre on 086 111 2571 or send your query in an email to: customercare@autotrader.co.za.

What are your office hours?

Mon: 8am till Deadline
Tues-Fri: 8am till 6pm (National Call Centre 086 111 4004)
Sat & Sun: 8am till 8pm (After Hours Cell Phone 072 347 5884)

How do I re-advertise my vehicle if it isn’t sold?

Contact our National Call Centre on 086 111 4004 before the next edition’s deadline or send an email to: sell@autotrader.co.za.

Please Note:
The deadline to re-advertise is Monday 3pm.

Who do I contact to delete/stop/put my advert on hold?

Contact our friendly Customer Care Centre on 086 111 2571 or send your query in an email to: customercare@autotrader.co.za.

Where can I buy the Auto Trader Magazine?

Call our Circulation Department on: 011 686-0900.

Where can I find a Photo Agent in my area?

Mon: 8am till Deadline
Tues-Fri: 8am till 6pm (National Call Centre 086 111 4004)
Sat & Sun: 8am till 8pm (After Hours Cell Phone 072 347 5884)

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Trade/Dealer Advertiser

Why should I advertise with Auto Trader

As market leaders, there are many good reasons why advertising with Auto Trader is a smart decision that will put your business on the map and move stock even during tough econmoic times, but don't take our word for it, speak to the hundreds of dealerships of all shapes and sizes countrywide that currently advertise with us each week!

If you still need convincing, click here to find out a few more good reasons why you should advertise with us.

I'm a dealer and want to know how I can advertise in the Auto Trader?

Simply contact your local Auto Trader office and we will arrange for a Trade Relationship Executive (TRE) to call you and set up an appointment in your area to take you through the benefits of advertising with Auto Trader and AutoTrader.co.za.

Gauteng
Tel: (011) 686-0900
Fax: (011) 789-6448/9

Kwa-Zulu Natal
Tel: (031) 566-4143
Fax: (031) 566-5336

Cape Town
Tel: (021) 914-9190
Fax: (021) 914-9191

Apart from advertising my stock, what other services do you offer?
  • In-house creative design and artwork service at no additional cost;
  • Copy collection and vehicle photo service;
  • Exposure on AutoTrader.co.za for dealers who advertise in the printed magazine;
  • Proofing process;
  • Brand equity;
  • Promoting our brand (and yours) at shows and events.
  • Attractive rates and terms for frequent and regular Trade advertisers;
  • The ability to have your own website on Auto Trader's Dealer Hub - with links to your used vehicles on the Auto Trader search engine
  • Stock online software that allows you to advertise all your stock on AutoTrader.co.za in real time;
  • Banner advertising on the Auto Trader web site which links through to your own web site;
  • Sponsorship opportunities of Auto Trader's search channels and used vehicle classifications.
How do I get more people to respond to my ad?

The biggest mistake advertisers make is to assume that the theme of their ad should be: “Who we are, what we do, and how to reach us”.

Your name and logo are not a headline, and in fact, they’re the least most important aspect of your ad – that is until a person wants to call you and knows exactly why. The vehicles you have on offer are what are important first and foremost and only when the reader is interested in the vehicle do your company name and number become important.

Now ask yourself, is it not important for you to know why and where they are calling you from - after all they are your new, potential customers?

What promotions do you do for Auto Trader?

We have a substantial marketing budget which is used exclusively to market and promote Auto Trader and therefore your showroom.

Promotions include:

  • National Radio Adverts
  • In-store promotions
  • Billboards
  • Print Ads
  • Shows & Events
  • Sponsorships
  • Online advertising
What forms of payment are available to dealers?

Our prefered method of payment is via debit order, but you are more than welcome to issue cheques or make direct deposits.

Please Note:
Auto Trader has a pre-payment policy in order to keep costs down in the accounts department and to keep the cost of advertising to you as low as possible.

Also, because strict deadlines with regard to pre-payment have to be adhered to, paying via debit order gives you total peace of mind that your advert is safe and free from being excluded as a result of non-payment.

What do I need to do to make use of the debit order option?

Each TRE has a debit order instruction form that you will need to complete and have signed by an authorized signatory. The instruction will be inputted into a debit order run on the day following the deadline. Two days later the money will be debited from your bank account and deposited into Auto Trader’s account.

Please Note:
You can cancel your debit order at anytime, however, each debit order is linked to an enforceable contract.

Who do I contact if I experience a technical problem with Dealer Edit Software or receive an error message that says, “You have been blocked from Synchronization”?

Please contact the Auto Trader Digital department immediately for telephonic support: 011 686-0929/0965.

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Auto Trader Insurance

Why is Auto Trader going into insurance?

Auto Trader’s insurance offering symbolizes yet another innovation related to the Auto Trader core. It is professionally put together and symbolizes market dominance as SA’s leading media market space for buyers and sellers of vehicles and associated products and services.

Auto Trader is a strong brand and a leader in its category. Customers trust Auto Trader to get them the best deal, so why not trust them with insurance? Auto Trader and insurance go hand in hand. It makes sense and is convenient for our customer as you don’t need to search any further.

What is Auto Trader’s insurance product all about?

Auto Trader has partnered with Auto & General to provide comprehensive motor and household insurance to its readers. Auto Trader is not a Financial Services Provider, but recognises that its readers need insurance and would like to offer this as a value-add.

The product provides an alternative choice for readers when deciding who to insure with, but is still based on the risk criteria as set out by all short-term insurers.

What does an authorised FSP mean?

FSP stands for Financial Services Provider. Auto & General is authorised to act in the capacity of a financial services provider that furnishes advice and renders any intermediary service for motor and household insurance. The Auto Trader insurance offering is underwritten by Auto & General, because Auto Trader is not a Financial Services Provider.

What does “underwritten” mean?

To assume financial responsibility for; guarantee against damage or loss. By doing the underwriting, Auto & General determines the correct risk and therefore the correct rate or premium of the policy in order that policy holders are correctly covered in the case of damage or loss.

Where can I find out more about Auto Trader’s insurance product?

Product information is available on the Insurance section of AutoTrader.co.za.

There are also adverts in the Auto Trader, Auto Freeway and Commercial Trader magazines that contain information about the offering. Alternatively, you can call 0860 60 10 90.

How long will I have to wait to get information after I have submitted a request via the internet?

We aim to respond within 24 working hours of receiving the request.

What does Auto Trader Insurance offer that is different to other insurance providers?

In partnering with Auto and General, we have been able to negotiate special deals. Unfortunately, Auto Trader is not authorised to offer advice relating to insurance itself.

It is therefore best to contact the Auto & General insurance call centre on 0860 60 10 90 where an insurance consultant will assist you and should be able to answer all your questions.

Where do I go to see an insurance consultant?

If you have not found all the information you require from the website, you can contact the call centre on 0860 60 10 90 for more information. For your convenience, all the calls are conducted telephonically and recorded for peace of mind.

Will insurance through Auto Trader ever bundle insurance with other products?

Yes. We are always interested in being leaders and innovators in terms of what we are able to offer customers. As long as we comply with legislation, we’ll continue to reasearch value-added products incorporated into our current products & services e.g. laptop insurance and other business offerings in the not too distant future.

Does Auto Trader deduct the debit order?

No. Auto & General deducts the premium amount on behalf of Auto Trader. Premiums cannot be paid in cash and are therefore deducted via debit order.

What happens if I need advice or want to make a change to my policy?

If you require advice or need help with any of the following:

  • a general insurance query;
  • a debit order enquiry;
  • an addition or change to your policy;
  • policy cancellation;
  • a miscellaneous query.

You can call an Auto & General consultant in your area on the following numbers:

Johannesburg (Sandton, Fourways, Bryanston, Randburg, Midrand & surrounding areas - North): 011 - 715 7100 Johannesburg (Vanderbijl Park, Vereeniging, Potchefstroom, Roodepoort, Klerksdorp & surrounding areas - West & South): 011 715-7200 Johannesburg (Boksburg, Springs, Nigel, Germiston, Glenvista, Alberton & surrounding areas - East & South): 011 715-7300 Pretoria North West: 012 452-3000 Pretoria South East: 012 452-3260 Durban: 031 366-8466 Cape Town: 021 527-8666 Port Elizabeth: 041 502-2662 Bloemfontein: 051 406-2211

I want to complain about receiving unsolicited e-mails, SMS etc?

We apologise if we have sent you material that appears to be unsolicited. We make every effort to comply with the Direct Marketing Association of South Africa’s (DMSA) guidelines on the protection of consumer’s rights. We will gladly remove you from our database and you will not be sent any further correspondence in future if that is your request.

Please forward your details to Kerry-Anne Watkins: (kerry@autotrader.co.za)

I want to complain about my insurance or speak to a Manager?

Unfortunately, we cannot handle any Auto & General queries as the entire operation is handled by Auto & General itself from an administration perspective. We request that you follow the usual escalation procedure within Auto & General Customer Services.

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Circulation Queries

What is the ABC?

The ABC stands for the Audit Bureau of Circulation. This organization independently verifies the number of copies sold of all magazines and newspapers and is a seal of trust.

How do you reach the ABC figure?

Our copy sales (the number of magazines sold) are audited by an independent auditor – they ensure that the figures are true and have not been manipulated. They then inform the ABC of their findings, and on that basis, the ABC publishes the actual weekly copy sales of Auto Trader. This way you know and we know exactly how many copies are being sold on average.

What does it mean if a publication doesn’t have an ABC certificate?

Media owners will often try to inflate their sales figures in order to impress readers and attract advertisers. Without an ABC certificate you have no way of proving that your ad gets to the number of people a media owners says it does.

What is the difference between distribution and circulation?

Distribution relates to the number of magazine copies delivered to retailers.

Circulation is how many of these copies are actually sold. The two figures are usually not the same. It is the circulation figure that is important, because it is the copies that are sold that will actually be read – that is why the ABC certification proves that people are buying the magazine, and is far more relevant than the distribution figure.

How much do your magazines cost?

The Auto Trader magazine currently retails for R22 and the Commercial Trader retails for R16.

All regional Auto Freeways are free of charge.

Where can I purchase your magazines?

You will usually find our magazines at one of the following outlets:

  • Pick ‘n Pay
  • Engen Petrol stations
  • Caltex Petrol stations
  • BP Petrol stations
  • Shell Petrol Stations
  • Sasol Petrol Stations
  • Zennex Petrol Stations
  • Spar
  • Ok Bazaars
  • Shoprite Group
  • 7-Eleven
  • Friendly Grocers
  • Buy-Rite Chain
  • CNA and other good book stores

If you are struggling to find an outlet that stocks our magazines, please email our Circulations Department: circulation@autotrader.co.za.

Can I subscribe or pre-order your magazines?

Unfortunately, this is not possible at this time.

Who do I contact if I have a circulation query?

You can email our Circulations Department: circulation@autotrader.co.za.

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Website Queries

The vehicle I'm looking for is not in the drop down menu?

You can still search for a make/model that is not listed in the drop down menus by leaving the Make & Model fields as they are, i.e. showing the words Make, Model in their boxes and then entering the name of the vehicle you're looking for as a keyword in the "Keyword" box and then clicking Search.

If there are any vehicles with this name in our database, they will appear in the search results.

How do I find vehicles in a specific price range?

Select the required range using the Minimum and Maximum price fields on the search form, then click Search.

The results you receive will contain vehicles that fall within the selected price range.

How do I perform more advanced searches?

You can search for specific vehicle derivates or specifications by entering relevant keywords into the keyword box.

Please Note:

  • If you separate keywords with spaces, it will return adverts with ALL of the search terms;
  • If you separate keywords with commas, it will return adverts with ANY of the search terms;
  • If you separate keywords with '+', it will return adverts with the EXACT PHRASE entered.
How do I search for vehicles with a specific mileage?

Select Max Mileage e.g. "up to 10 000", select any other required details e.g. Make & Model, then click Search.

The returned results should show vehicles with a mileage of less than 10 000kms.

Why don't some vehicles state mileage?

There are practical and logistical reasons as to why some of our advertisers are unable to supply information such as mileage. Firstly, these advertisers tend to be major dealerships that cross-feed details on their stock directly to our database. As this stock may comprise many thousand vehicles spread throughout SA, it may be logistically difficult to retrieve all information without causing an extended delay in sending the stock to the live site.

In the interest of supplying our users with as much choice as possible, we therefore believe it's more important to get this stock to market rather than miss the opportunity for it not to be included on the site because the mileage is not available. In the meantime, we continue to advise our Trade partners and dealerships to include details on mileage whenever possible.

We know from user feedback that most potential buyers like to have as much information as possible about a vehicle before they make a purchase enquiry. Our advice to Private advertisers wishing to boost the volume and quality purchase enquiries is to always include mileage details whenever they submit an advertisement.

How do I search for vehicles of a specific year?

Select a Minimum Year e.g. 2001 and a Maximum Year e.g. 2004. Select any other required details e.g. Make & Model, then click Search.

The returned results in this case should consist of vehicles that were manufactured between 2001 and 2004.

When are new ads uploaded to the website?

All advertisements placed via the Auto Trader website will be uploaded almost immediately.

Magazine adverts placed via the Auto Trader website will appear in the next available issue. This is normally the following Thursday for adverts placed before midday on the Monday prior to publication day. All vehicles advertised in the magazine are available on the website by Thursday, midday.

How do I search for classic vehicles?

The Make & Model drop down menu in the search form are designed to provide a comprehensive, yet manageable list of vehicles to search from. Including all rare models would make this list akward to use and due to the fact that the vehicles are scarce, may result in fruitless search results.

However, it is still possible to search for a rare vehicle by inserting the name of the specific vehicle in the "Keyword" field and leaving the Make & Model fields as they are (i.e. showing "Make" and "Model").

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