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What is a chargeback?
What should I do if I have an issue with my order?
Updates and decisions on my chargeback
How does Back Market resolve my issue?
What is a chargeback?
A chargeback is a payment dispute filed directly with your financial institution — such as your bank, credit card company, or PayPal — against a charge made to your account.
Below are the most common reasons customers file chargebacks:
- Fraud — The cardholder reports they did not authorize or make the transaction.
- Non-Delivery — A purchase was made successfully but the item was never received.
- Not as Described — The item received is different from what was listed on Back Market at the time of purchase.
- Item Condition / Defect — The item received is damaged, defective, or not functioning as expected.
What should I do if I have an issue with my order?
We recommend contacting Back Market Support before going to your bank.
Filing a chargeback with your bank immediately freezes Back Market's ability to process a refund on our end. To avoid a duplicate credit, the refund option in your Back Market account becomes unavailable for the duration of the dispute.
Additionally, you can only use one method of dispute resolution at a time — either through Back Market or through your bank, not both simultaneously.
To reach Back Market Support:
- Log in to your Back Market account
- Go to Orders
- Find the relevant order and select Get help
- Follow the prompts to describe your issue
Once your request is submitted, our agent will get in touch with you within 24 hours.
Updates and decisions on my chargeback
If you have already filed a chargeback, please note that Back Market does not make the final decision — that authority belongs to your financial institution. Back Market will cooperate fully with the investigation and provide all requested information within the required timeframe.
Please note that the chargeback process varies depending on your payment method, and it typically takes 30 to 90 days to reach a final decision. Back Market has no control over the timeline for the refund or reversal of your payment — this process is entirely managed by your bank or financial institution.
We recommend contacting your bank, card provider, or PayPal directly for information about the chargeback. Below is contact information for common financial institutions:
Your bank or card issuer — please refer to the customer service number on the back of your card or log in to your online banking portal to reach your bank's dispute team directly.
How does Back Market resolve my issue?
By contacting Back Market Support first, our team can help you with:
- A refund, replacement, or repair depending on your situation
- Free return shipping when applicable
- Full visibility into the status of your request through your Back Market account
For defective items, you may also be covered under the 1-year limited warranty. For items that no longer suit you, our 30-day return policy applies.