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What can the AI assistant help with?
What happens when the AI assistant can't help?
Is my data safe?
What can the AI assistant help with?
To find the AI assistant, go to the Help Center homepage and click the yellow icon in the lower-right corner of the screen. Back Market's AI assistant handles pre-purchase questions and can assist you with order tracking. Ask it anything about:
- Items and specifications
- Comparing refurbished devices
- Back Market's policies, warranties, and guarantees
- How refurbishment works
- Payment options and promotions
- Where your order is and when it will be delivered
For order-tracking questions, the assistant will ask you to confirm a few details so it can provide a real-time update.
It's available 24/7, so you'll always get a fast answer.
The assistant is continuously learning and improving. It's designed to give you accurate information, but for specific policies or terms, it's worth checking the relevant page. Our human agents can also confirm anything you're unsure about.
What happens when the AI assistant can't help?
The AI assistant is designed to be helpful, but it won't always have the perfect answer. Some topics are simply outside its scope, and that's OK.
For topics that go beyond pre-purchase questions and order tracking, such as health, accessibility needs, or anything requiring specialist advice, the assistant will let you know it's not the right source. It also can't help with sensitive issues regarding accounts or security. If your question is outside its scope, it will say so and connect you to a human agent straight away. No runaround.
For issues with an existing order (outside of order tracking), the best way to get help is to log in to your account, go to the relevant order, and open a request directly from there. See how to open a request for your order
Is my data safe?
Yes, your data is safe with the AI assistant. Conversations are handled with the same privacy standards as all Back Market customer interactions.
Read the Back Market Data Protection Policy
Don't share sensitive personal information, like passwords or payment details, in the chat. The assistant doesn't need any of that to help you.
We use anonymised conversation data to improve the assistant over time, so every interaction helps make it better for everyone.