Frequently asked questions

A vehicle buyback is when an automotive manufacturer repurchases a customer’s vehicle. This can happen for several reasons, such as when a vehicle qualifies as a “lemon” under state law, meaning it has repeated issues that can’t be repaired after several attempts. Sometimes, a buyback is offered outside of lemon law requirements due to specific issues, legal settlements or customer satisfaction concerns.

If your vehicle is being repurchased, it means GM is committed to making things right and ensuring you have a positive experience, even if your vehicle couldn’t be fixed. The buyback process is designed to be transparent and supportive, guiding you through each step from document submission to turning in your vehicle at the dealership.

For a detailed overview of the process, view or download our brochure: A Brief Introduction to Vehicle Repurchase & Replacement.

1. Review and verify your contact info: On the “My Case” page, check your contact and owner information for accuracy. If anything needs to be updated, please let your Repurchase Coordinator know. Accurate information ensures we can reach you quickly and keep your case moving forward.
2. Upload required documents: We need certain documents to verify your ownership, develop your offer and ensure you receive the correct payment. Uploading these documents promptly helps us keep your case on track and avoid delays. You can return to this site as needed until everything is submitted.
3. Await your email offer: Once your Repurchase Coordinator has received all your required documents, they will review your case and prepare your official offer. You can expect to receive an email with your offer details within three business days after uploading all necessary documentation.
4. Review and sign your offer: Check your email for your official offer, which will be sent by your Repurchase Coordinator using Dropbox Sign. Review the offer carefully and sign it digitally where indicated. If you have questions about the terms or need assistance, your Repurchase Coordinator is ready to help. You’ll receive a copy for your records immediately after submitting your signed document.
5. Turn in your vehicle: After confirming your general availability, your Repurchase Coordinator will ask a representative from the dealership to contact you and schedule your closing appointment. This ensures your meeting is set for a date and time that works best for you. At this meeting, you’ll hand off your vehicle and complete the final paperwork. If you have questions before, during or after your closing, your Repurchase Coordinator is available to support you. You’ll receive payment as outlined in your offer letter during this visit. Once you’ve completed this step, your case will be officially closed.

The repurchase process typically takes about 26 days from initial contact to offer acceptance for most cases. After the offer is accepted, the final steps – including closing the transaction at a local dealership – can take additional time, depending on your availability for the closing appointment.

Since each case is unique, timing may vary depending on your situation. Your Repurchase Coordinator will keep you informed at each stage and help ensure your process moves as quickly and smoothly as possible.

You’ll receive an email invitation from your Repurchase Coordinator (domain @gmrvdchq.com) with a secure link. Follow the instructions to set up your password and verify your identity.

Click “Forgot your username?” on the login page. The system will send you an email with your username. If you need additional help, contact your Repurchase Coordinator.

Click “Forgot your password?” on the login page. You’ll receive a reset link via email. Follow the instructions to create a new password.

For security, you may be asked to enter a verification code when logging in from a new device.

Verification codes are valid for six minutes. If your code isn’t working, click the “Resend Code” button to receive a new code by email. If you’re still having trouble, please contact your Repurchase Coordinator by phone or email for assistance.

You’ll have access to the site throughout your entire repurchase process, so you can review your action items and case documentation whenever you need. About 10 business days after your vehicle is repurchased – following your closing appointment at the dealership – your portal access will end. If you ever need case details or documentation after that, your Repurchase Coordinator is always available and can provide anything you might need.

Yes. This site uses secure document upload and follows General Motors’ privacy and data protection policies to safeguard your personal information.

Your trust is important to us, and we’re committed to keeping your data safe throughout the repurchase process.

Your case information is kept strictly confidential. Only authorized personnel at General Motors and Morley (GM’s trusted partner for reacquired vehicle services) have access to your case details.

The dealership where you purchased your vehicle, or where your closing appointment will take place, does not have access to your case information through this website.

If you have questions about privacy or data security, your Repurchase Coordinator is happy to help.

Absolutely. Your Repurchase Coordinator is here to guide you step-by-step over the phone, and paper forms are available if that’s your preference.

If a friend or family member will be helping you upload documents, just let your Repurchase Coordinator know. We’ll send that person clear instructions by email, including what to upload and how to do it.

No matter your comfort level with technology, we’re committed to making the process stress-free. Please reach out anytime for personalized support.

To complete your vehicle repurchase, you’ll need to provide several key documents. The list below covers the most common requirements. Based on your specific case and the content of your uploaded documents, your Repurchase Coordinator may request additional items that are not listed.

If you own your vehicle (no lien):

• Driver’s license (front only) for all owners listed on the title
• Title (front and back)
• Signed bill of sale or finance contract
• Vehicle photos, including:
  • Front and back (including bumpers)
  • Left and right sides
  • Front and back interior (including dashboard)

If you financed your vehicle:

• Driver’s license (front only) for all owners listed on the title
• Current registration
• Signed bill of sale or finance contract (your Repurchase Coordinator will provide this if financing is through GM Finance)
• Ten-day pay off from lender, including daily interest or per diem (your Repurchase Coordinator will provide this if lender is GM Finance)
• Complete payment history (lender documents or statements showing amounts paid – interest and principal – and including the VIN and account number)
• Vehicle photos, including:
  • Front and back (including bumpers)
  • Left and right sides
  • Front and back interior (including dashboard)

If you lease your vehicle:

• Driver’s license (front only) for all owners listed on the title
• Current registration
• Lease contract (your Repurchase Coordinator will provide this if lease is through GM Finance)
• Lease pay off quote from lender (your Repurchase Coordinator will provide this if lease is through GM Finance)
• Complete payment history (lender documents or statements showing monthly payments made, including account number the VIN) (your Repurchase Coordinator will provide this if lease is through GM Finance)
• Vehicle photos, including:
  • Front and back (including bumpers)
  • Left and right sides
  • Front and back interior (including dashboard)

Don’t worry! This happens sometimes. If you’re unable to locate a required document, just reach out to your Repurchase Coordinator. They’re here to help and can guide you on what to do next.

Your Repurchase Coordinator will select the documents needed for your case, and the list will appear on your “My Documents” page.

To upload a document, click its name on the list. You’ll be taken to a page where you can browse for the file on your device. Click the “Upload” button to submit your document.

• Upload a photo or scan of the original printed document. Screenshots of web pages or mobile apps aren’t accepted.
• Some documents may require more than one upload; you can submit up to 10 files for each requested document.
• Accepted formats: PDF, JPG, PNG, TIFF, GIF, TXT.
• Maximum file size: 100MB per document.

For future reference, you can view all documents you’ve uploaded (and any documents your Repurchase Coordinator uploads) on the My Documents page.

If you need help, your Repurchase Coordinator is always available to assist you.

Once you’ve uploaded your documents, your Repurchase Coordinator will carefully review them to ensure everything aligns with your specific case. To check the status of specific documents, go to My Documents and click on “View File(s).”

If your Repurchase Coordinator needs anything else to complete your file, they’ll reach out by phone and email to walk you through what’s required.

If all is in order, you’ll receive an email confirming that we’re preparing your offer.

If you're having trouble uploading your documents, try the following:

• File type: Make sure your file is in an accepted format: PDF, JPG, PNG, TIFF, GIF, or TXT
• File size: Each file must be 100MB or smaller
• Internet connection: A weak or unstable connection can interrupt uploads
• Browser: Try switching to a different browser (e.g., Chrome, Edge, Safari)
• Device: If possible, try uploading from another device

If the issue continues, please contact your Repurchase Coordinator for assistance. We’re here to help you get back on track quickly.

You can scan or photograph your document using a smartphone or scanner. Just make sure all information is clear and easy to read.

Popular free mobile apps for scanning documents with your smartphone:

• Google Drive (Android/iOS): Use the built-in scan feature to save documents as PDFs.
• Microsoft Lens (Android/iOS): Scan documents and save as PDF, JPG or upload to OneDrive.
• Adobe Scan (Android/iOS): Easily scan paper documents and save as PDF.

If you need support, please contact your Repurchase Coordinator.

Yes. You will have a dedicated Repurchase Coordinator assigned as your single point of contact throughout the entire process. Once General Motors submits your case, your Repurchase Coordinator will reach out within 1–2 business days to get things started.

The Repurchase Coordinator will introduce themselves, explain the next steps and answer any questions you may have. We understand this process can feel unfamiliar, so your Repurchase Coordinator is here to guide you and make sure you have the support you need from day one.

If you don’t know who your Repurchase Coordinator is and need to speak to someone, please contact us at (866) 802-6625.

You can find your Repurchase Coordinator’s phone number and email address under “My Case” on this website (just below the top navigation bar), as well as in all case-related emails. Repurchase Coordinators are available between 8 a.m. to 8 p.m. Eastern, Monday through Friday. If you send an email or leave a voice mail, you can expect a reply within one business day.

If you have questions at any point, you can call or email your Repurchase Coordinator directly. They’re here to help and will do their best to provide the answers and support you need.

Every vehicle experience is unique, and your buyback amount reflects that. Several factors can influence the final offer, including your vehicle’s age and mileage, your state of residence, whether the vehicle was financed or purchased outright, and whether you traded in a vehicle or have aftermarket contracts, for example.

Here’s a general breakdown of how repurchase or replacement values are calculated:

What’s typically refunded to you:

• The original purchase price
• Loan payments (including principal and, in some cases, interest)
• Any cash down payments and/or the value of your trade-in
• Taxes and fees paid at the time of purchase

What may be deducted from your refund:

• Usage (normal wear and tear based on age and mileage)
• Negative equity from your original transaction (if your trade-in was worth less than what you owed)
• Incentives received from General Motors or the dealership
• Aftermarket parts (such as lift kits, wheels, or radar detectors) – while these may hold personal value, they must be removed before resale, which can incur costs
• Service contracts or policies. We recommend contacting the issuer directly to check if your contract is eligible for a separate refund.

Your Repurchase Coordinator will carefully review all documentation you provide and prepare an offer based on the applicable guidelines. They’ll also be available to walk you through the details and answer any questions you may have, ensuring you feel informed and supported every step of the way.

You’ll be notified by email as soon as your offer is ready – typically no more than five business days after you’ve finished uploading required documents. The email will come directly from your Repurchase Coordinator and will include a secure link to review and sign your offer digitally (using Dropbox Sign). Your Repurchase Coordinator will also call you to make sure you know your offer is ready and to answer any questions you may have.

Your Repurchase Coordinator is here to provide you support and your primary point of contact to answer any questions or concerns you might have on how your offer was formulated.

Once you sign and submit your offer letter using Dropbox Sign, you’ll automatically receive a copy of your signed offer by email for your records. Within three business days, your Repurchase Coordinator will contact you to discuss your closing appointment and confirm the dealership location. They’ll guide you through the next steps and answer any questions you may have, so you’ll know exactly what to expect as you move forward.

Yes. After you sign and submit your offer, you’ll automatically receive a confirmation email with a copy of your signed document for your records. If you ever need another copy, you can find it in “My Documents” while you have access to the repurchase portal. If you no longer have portal access, just let us know. Your signed offer is securely stored with your case and can be provided to you at any time.

You’ll receive your refund or replacement vehicle at your closing appointment at the dealership.

If your vehicle is being repurchased:

• Any cash payment will be made at the time of closing
• If there is an outstanding loan or lease on your vehicle, General Motors will pay it off in approximately five business days

If your vehicle is being replaced:

• New financing will be required, which your dealer can help arrange
• Your dealer will also guide you through the new vehicle delivery process before you drive home

Within three business days of submitting your signed offer letter, your Repurchase Coordinator will contact you to confirm your availability for your closing appointment and advise the dealership location. A dealership representative will then contact you to set the specific date and time.

While you’re speaking to your Repurchase Coordinator, they’ll walk you through the process, answer any questions and make sure you feel prepared for your appointment.

If you need to reschedule your appointment, please contact your dealership representative directly to arrange a new date and time. Once that’s confirmed, be sure to notify your Repurchase Coordinator as well. This ensures your closing packet arrives at the dealership in time for your updated appointment.

We understand that plans can change, and we’re here to help make the process as smooth as possible.

Based on your specific case, your Repurchase Coordinator will ensure you have a list of anything you need to bring with you to your closing appointment. Typical items include (and are not limited to):

• Driver’s license – to confirm your identity for title signature and transfer
• Vehicle title or lien release
• Certified funds payable to General Motors – if outlined in your offer letter
• All keys and any original OEM equipment – such as owner’s manual, floor mats, charging cables, etc.

Bringing these items ensures your closing goes smoothly and without delay. If you have any questions about what’s required, your Repurchase Coordinator is here to help.

This appointment typically takes 30 minutes to one hour.

Your action items at this meeting include:

• Meeting with a dealership representative (most likely the service manager) who will conduct a brief walk-around inspection of your vehicle (the same type of inspection you would have if selling or trading in your vehicle).
• Turning in your keys and any original OEM equipment that came with your vehicle (e.g., owner’s manual, floor mats, charging cables, etc.).
• Completing any remaining paperwork (the dealership representative will have a closing packet from your Repurchase Coordinator and will walk you through any documents that need your signature)
• Receiving payment as outlined in your offer letter

While your Repurchase Coordinator won’t be there in person, they’ll either be available by phone during your appointment or will know when you’re scheduled and be on call if you or the dealership has any questions. You’ll have support every step of the way to help make this process as easy as possible.

During the inspection, the dealership is checking for normal wear and tear, and confirming that there’s no undisclosed damage or aftermarket modifications. This helps ensure your vehicle meets the conditions outlined in your repurchase agreement.

If any undisclosed damage or aftermarket parts are found, the dealership representative will contact your Repurchase Coordinator immediately and share photos in real time. Depending on the extent of the issue, one of the following takes place:

• Your appointment may continue as planned, or
• Your appointment may be temporarily postponed so the dealership can prepare an estimate and complete any necessary repairs. Once the damage is addressed, you’ll receive an updated offer to review and sign, and your closing appointment will be rescheduled.

We understand this can be unexpected, and we’re here to support you every step of the way to keep the process moving smoothly.

To complete your vehicle repurchase, a few additional signatures will be required on documents that help ensure the process is handled accurately and in accordance with state and manufacturer guidelines.

Here’s what you can expect to sign:

• Power of Attorney (POA): Authorizes the manufacturer to transfer ownership of the vehicle on your behalf.
• Odometer statement: Records the vehicle’s mileage at the time of turn-in, which is required for title transfer.
• Authorization for payoff / release of information: Allows the manufacturer to communicate with your lender to confirm payoff details and release the lien/title.

Depending on your state, you may also be asked to sign:

• Sales tax waiver: Enables the manufacturer to recover sales tax from the state if it was included in your refund.
• State-specific POA or odometer forms: Some states require their own versions of these documents for titling purposes.

The dealership representative will guide you through each form at your closing appointment, making sure everything is clearly explained and easy to understand.

If your vehicle is damaged, please notify your Repurchase Coordinator as soon as possible. You may be asked to provide photos or bring your vehicle to a dealership for a preliminary inspection.

Damage – such as unrepaired collision, accident or vandalism – can affect the vehicle’s value. If this type of damage is discovered at closing and hasn’t been previously disclosed, your appointment will need to be rescheduled. This allows for the damage to be assessed and for your offer to be adjusted accordingly.

If you believe your vehicle may fall into this category, we encourage you to get started right away. The sooner we have the necessary information, the sooner we can move forward with completing your transaction.

To ensure you receive copies of your signed documents, please ask for them at the time of your closing appointment. Dealerships don’t automatically provide them unless requested.

If you forget to ask or need copies later, your Repurchase Coordinator can help. Just reach out, and we’ll make sure you have everything you need for your records.

Yes. General Motors will send you a survey once your case is closed.

You’re also welcome to share feedback at any time during the process. Just use the Contact Us form on this site to send comments or questions directly to your Repurchase Coordinator.

We value your input. It helps us improve and ensures you feel supported every step of the way.

Your Repurchase Coordinator remains available for post-case support.