Back Market has two AI tools designed to make your Back Market experience even smoother. Here's how each one works.
Jump to
The AI shopping assistant
The AI support assistant
Is my data safe?
The AI shopping assistant
Available on the Back Market app in the US — just tap into the search bar, and it will appear directly below. (Note: additional entry points to the assistant are coming soon elsewhere in your browsing experience, so keep an eye out.) The shopping assistant helps you find the right refurbished device before you buy. Just describe what you're looking for in your own words, and it will do the rest.
It's great for:
- Getting personalized device recommendations based on your needs and budget
- Comparing devices side by side
- Understanding the difference between models, grades, and specifications
- Getting advice when you're not sure where to start
What happens when the AI shopping assistant can't help?
The AI shopping assistant is built for one purpose: helping you find the right device. Think of it as a knowledgeable friend who knows the catalog inside out. That said, its expertise has limits.
For questions that go beyond device selection (like health, accessibility needs, or anything requiring specialist advice), it will let you know it's not the right source. Refurbished device specs, availability, and pricing change regularly, so information in the assistant may not always be up to date.
The AI support assistant
Available from the Help Center homepage — just tap the yellow conversation icon to the lower right. Back Market's AI support assistant is here to make your pre-purchase experience smoother. Ask it anything about:
- Devices and specifications
- Refurbished device comparisons
- Back Market's policies, warranties, and guarantees
- How refurbishment works
- Payment options and promotions
It's available 24/7, so you'll always get a fast answer.
Back Market's AI support assistant is continuously learning and improving. It's designed to give you accurate information, but for specific policies or terms, it's worth double-checking on the relevant page. Our human agents can also confirm anything you're unsure about.
What happens when the AI support assistant can't help?
The AI support assistant handles pre-purchase questions. It's designed to be helpful, but it won't always have the perfect answer. Some topics are simply outside its scope, and that's okay.
For questions that go beyond pre-purchase topics (e.g., your device's health, accessibility needs, or anything requiring specialist advice), it will let you know it's not the right source. It's also not the right place to handle sensitive issues regarding accounts or security. If your question is outside its scope, it will say so and connect you to a human agent right away. No runaround.
For anything related to an existing order, 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.
Learn how to contact Back Market Customer Care
Is my data safe?
Yes, your data is safe. Conversations with the AI assistants are handled with the same privacy standards as all Back Market customer interactions.
Don't share sensitive personal information (e.g., passwords, payment details) in the chat. The assistant doesn't need any of that to help you.
We use anonymized conversation data to improve the assistant over time, so every interaction helps make it better for everyone.