IronPlanet Customer Service — Expert Guide for Buyers and Sellers

Overview and company context

IronPlanet launched in 1999 as a specialized online marketplace for used heavy equipment and trucks. In 2017 it was integrated into the Ritchie Bros. family of businesses, which consolidated auction inventory and back-office services; see ironplanet.com and rbauction.com for current branded workflows. Understanding that history is useful: many legacy IronPlanet processes (timed auctions, Buy Now listings, condition reports) still exist, but customer service routing and policy ownership are maintained by Ritchie Bros’ centralized support teams.

When you contact “IronPlanet customer service” today you are typically interacting with a global support operation that handles bidding, payment, shipping coordination, inspection disputes and title transfers. Save time by referencing the platform’s item ID/lot number, invoice number and timestamp up front — those three fields reduce triage time by an estimated 40–60% in most help-desk metrics for marketplace support operations.

Channels, response expectations and hours

Primary contact channels: platform support ticket (recommended), live chat (when available on ironplanet.com), and phone support for urgent issues. Submitting a ticket through your account generates an automated ticket ID and places the request in the queue; typical initial acknowledgement time for platform tickets is 24–72 hours, with many high-priority cases triaged and replied to within 8–24 hours. Use chat or phone for issues that would stop a pickup, payment hold, or an in-progress shipment.

Most marketplaces publish contact pages with region-specific hours. For accurate, up-to-date numbers and hours always check https://www.ironplanet.com or the Ritchie Bros. support pages (https://www.rbauction.com/support or https://www.ritchiebros.com/support). If you need a physical address for title transfer or documentation submission, request the exact mailing address from support and confirm the correct department — sending paperwork to the wrong office can add 7–21 days to processing.

Common issues and step-by-step resolutions

There are four common buckets of customer issues: bidding/registration problems, payment and invoice disputes, item condition and inspection disagreements, and shipping/collection logistics. For bidding or registration failures, start by clearing browser cache, confirming ID documentation (driver’s license/passport), and ensuring any required deposits or bank authorizations are completed. If a timed auction fails to register your bid, capture screenshots and the bid timestamp, then open a ticket immediately.

For payments: verify the invoice number, payment method, and the statement descriptor on your bank or card. Refunds and adjustments usually follow platform policy windows — expect 7–30 days for bank/card reversals depending on the card network and issuing bank. For condition disputes, rely on the published inspection report (often a multi-point checklist with photos). If a condition differs materially from the report, submit time-stamped photos, the lot number, the inspection report PDF, and a written description within the policy window (commonly 24–72 hours after pickup or delivery).

Practical checklist (what to include in any support ticket)

• Platform username and account email; list the exact lot/item ID and invoice number (e.g., Lot 12345, Invoice INV-2025-0001).
• Clear description of the issue, date/time events occurred, and the priority (e.g., “vehicle undrivable on pickup, need urgent transport hold”).
• Attach high-resolution photos (front, serial plate/VIN, odometer/hours meter, problem area), any inspection report PDFs, payment receipts, and tracking numbers.
• Desired outcome: refund, partial credit, repair allowance, return to seller, or title amendment — state this explicitly to speed resolution.
• Contact phone with best hours and preferred time zone; note any critical deadlines (shipping windows, lien release dates).

Disputes, guarantees and inspections

IronPlanet historically provided detailed condition reports prepared by trained inspectors; after integration, Ritchie Bros continues to offer multi-point inspections and, in many markets, a conditional guarantee program. Always download and save the inspection report and the listing’s disclaimers before bidding. If you rely on the inspection to make a purchase decision, document any discrepancies immediately during pickup and before equipment leaves the seller’s yard.

Dispute timelines are strict: many marketplace policies require notification within 24–72 hours of pickup or delivery to be eligible for a remedy. Remedies vary by jurisdiction and transaction type — they can include a buyer credit, return shipping at seller expense, partial refund, or arbitration. If you anticipate a high-value claim (typically over USD 10,000), request escalation to the customer service senior adjudicator and consider legal counsel; keep all communications in writing for evidence.

Escalation, recordkeeping and best practices

If initial support responses are unsatisfactory, escalate with the ticket ID, reference the appeal or escalation policy on the support page, and request an estimated resolution date. Escalations should include a concise timeline, monetary amount at stake, and all documentary evidence. In high-volume corporate procurement, assign a single point of contact (SPOC) internally and externally to avoid duplicated or conflicting instructions — this often reduces resolution time by 30–50%.

Maintain meticulous records: copy of the invoice, bill of sale, payment receipts, inspection reports, photos, and all support correspondence. For shipping, save carrier bills of lading and delivery receipts; for title transfers, retain notarized documents and any lien release confirmations. These records are the difference between a clean, 7–14 day resolution and a lengthy, 30–90 day dispute process.

Sample email template and final tips

Use a short, factual email when contacting support. Example: “Subject: Discrepancy — Lot 12345 / INV-2025-0001. Account: [[email protected]]. Issue: Engine will not start; inspection report indicated running. Attached: photos, inspection report, invoice. Desired remedy: inspection-based return or refund. Please escalate — pickup scheduled for 2025-09-10. Ticket: N/A.” That template focuses support on the material facts and desired outcome, which speeds triage.

Final practical tips: always download documentation before pickup, photograph the item during collection, store ticket IDs and timelines, and use platform-native payment and shipping options when possible (these routes preserve dispute protections). For up-to-date contact details, hours, and regional policies, consult the official support pages: https://www.ironplanet.com and https://www.rbauction.com/support.

How long does Ritchie Bros. take to send titles?

within 15 business days
After purchasing a vehicle or trailer, when and how do I receive my title? Unless otherwise noted, we will send the title to you within 15 business days after the close of the auction.

What happens if I don’t pay IronPlanet?

Unless and until all default and late payment fees are paid in full a customer will be prohibited from bidding on our site. IronPlanet unilaterally reserves the right to prohibit participation on our site at anytime.

How do I cancel a bid on IronPlanet?

Can I retract, cancel or decrease a bid? No, all bids in IronPlanet auctions are final and binding. You can always increase, but can never decrease your maximum bid amount at a later time.

Is IronPlanet owned by Ritchie Bros.?

What is IronPlanet? IronPlanet, founded in 1999 and now part of the Ritchie Bros. family of solutions, is a leading online marketplace for selling and buying used equipment, trucks, and other assets in weekly online auctions conducted every Thursday.

Where is IronPlanet located?

Auctions

Address	3825 Hopyard Road, Suite 250, Pleasanton, CA, 94588-8528, US
Website	ironplanet.com

What is IronPlanet customer care?

Customer Service
Customer Care Agents are available Monday to Friday, 6 a.m. to 5 p.m. (Pacific Time) Phone. 844-225-8799. +1-925-225-8799 (outside U.S.)