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 want to learn more about replacement orders, you’re in the right place.
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Why did I get 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 did I get a replacement order?
Back Market is a marketplace where select professional refurbishers are chosen to sell their refurbished devices. On rare occasions, our sellers run into stock management issues and can no longer supply the item you’ve ordered.
To ensure you still get the item you wanted, Back Market will source another one with identical specs and work with another seller to have it sent your way. This is called a replacement order.
Rest assured, we only select items that are the same condition you ordered and the exact specs you wanted — storage, color, 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 “Canceled 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.
Because we’re a marketplace, the prices of items vary based on each seller’s rates. In the event that the replacement price is higher than the original price, Back Market covers the price discrepancy 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 see a detailed payment breakdown, download the “Proof of payment” available on the “Orders” page next to the replacement order. This will show the amount you’ve paid, as well as the amount paid by Back Market.
Does this affect my warranty or 30-day returns?
Nope, you’re all covered. Your 1-year warranty and 30-day free return period both begin on the day you receive your device.
Learn more about the 1-year 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 may have already shipped. 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 package.