You may have recently received an email update that you'll be getting your item from a different seller than initially ordered. Or, you may have seen the "Replacement order" tag next to the item on your "Orders" page. If you wish to learn more about replacement orders, you're in the right place.
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Why have I received a replacement order?
Will I be charged a different price?
Does this affect my warranty or 30-day returns?
I want to cancel the replacement order
Why have I received a replacement order?
Back Market is a marketplace where selected professional refurbishers are chosen to sell their refurbished devices. On the odd occasion, our sellers encounter stock management problems and can no longer supply the item you've ordered.
To ensure you still receive the item you were after, Back Market will source another one with identical specs and collaborate with a different seller to have it dispatched to you. This is referred to as a replacement order.
Rest assured, we only select items that are in the same condition you ordered and with the exact specifications you wanted — storage, colour, generation, you name it. Please note that your replacement order may take a day or two longer to arrive than originally planned.
You can find more details about your replacement order by going to your Back Market account and selecting “Orders”. If your order has been replaced, you'll see one order with a tag "Replacement order" and another with the tag "Cancelled by seller".
Will I be charged a different price?
Nope. You'll pay the price you agreed to when you placed an order on Back Market. That said, note that you may see a different price listed on your receipt — available for download or available to be requested on the “Orders” page.
As we're a marketplace, the prices of items can differ depending on each seller's rates. Should the replacement cost be higher than the original price, Back Market covers the price difference for you. This means that when your updated seller generates a receipt, the price paid matches the price they listed (paid in part by you and in part by Back Market). Not to worry, though.
To view a detailed payment breakdown, download the "Proof of payment" available on the "Orders" page next to the replacement order. This will display the amount you've paid, as well as the amount paid by Back Market.
Because Back Market pays a portion of it, the official invoice provided by the seller will not match the price you paid, it's the same as if you had paid with a promo code.
Does this affect my warranty or 30-day returns?
Nope, you're all sorted. Your 12 month minimum warranty and 30-day free return period both begin on the day you receive your device.
Learn more about the 12 month minimum warranty
Learn more about 30-day free returns
I want to cancel the replacement order
If you want to cancel the replacement order, no worries. Log in to your account > “Orders” > “Get help” > follow the prompts to cancel the order.
Please note that once an order reaches "Preparing" status, it might have already been dispatched. In that case, you're covered by free 30-day returns. You can follow the same steps as above to generate a return label ahead of receiving the parcel.