If you've just received your order and something's wrong, whether the device is defective, damaged, or not what you ordered, Back Market Customer Care is here to help you get a resolution.
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A device that is defective or physically damaged
What if the seller disputes my help request?
A device that is defective or physically damaged
This section also covers devices that don't match what you ordered (wrong model, color, or item entirely).
Here’s what to do:
Report any shipping damage to Back Market Customer Care as soon as possible after delivery. Reporting within 3 business days helps the seller investigate with the shipping provider.
Provide information and send photos.
To start a help request, log in to your Back Market account > "Orders" > "Get help". Include a clear, detailed description of the damage or issue, along with photos from multiple angles. After you submit your request, you'll hear from us within 1 business day.
Get a resolution.
If there's an issue with your device, you'll receive a return label. If you're still within the 30-day return period, the seller will offer you a repair, replacement (depending on availability), or a refund (whichever you prefer).
Find out how our 30-day return policy works
If your purchase is past the 30-day window, it may still be covered by the seller's 1-year warranty.
Log in to your Back Market account > "Orders" > "Get help" to contact Back Market Customer Care.
Find out what the 1-year warranty
About Back Market's role
Back Market is a marketplace that connects you with professional sellers who list refurbished devices. While the seller is responsible for shipping your order, Back Market Customer Care is here to help resolve any issue you run into.
What if the seller disputes my help request?
If a seller challenges your help request and you believe it's valid, Back Market can review the situation and, if the help request is justified, step in to help resolve it.
This is why submitting photos and a detailed description when you first report an issue is essential: they serve as your evidence and allow Back Market to provide assistance.