When you return your order, it is necessary to ensure that an active parcel tracking system allows you to control the receipt of the merchandise by the seller.
- Your package has been returned after you've sent it back:
You will need to obtain a tracking number in order to prove to the seller that your package has been returned and that the routing can be investigated.
If you make a return without providing the tracking information to Back Market Customer Care, this may result in significant delays in processing your repair, exchange, or refund.
This is why it is important to specify the date of sending your return AND the tracking number of the package in your conversation with Back Market Customer Care.
- Your package has been returned following a defect / non-conformity / incomplete order and the collection was handled by the seller:
The seller has collected your package directly from your home or sent you a prepaid return voucher: the tracking of the delivery of your package is, therefore, possible thanks to the parcel number written on the return voucher.
In the case of a pickup at your home, the seller is in direct contact with the carrier and knows where your package is located.