Maybe you weren’t able to finalize a transaction with the refurbisher, or you just want your device back — don’t worry, we’re here to help you find a solution.
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Did you decline the counteroffer?
Were you unsuccessful in disconnecting your user account or uploading your ID?
Did you decline the counteroffer?
If you decline the counteroffer, the refurbisher will ship your device back to you for free within 2 business days. You’ll be able to track the status of your package with a tracking number provided by the refurbisher.
Were you unsuccessful in disconnecting your user account or uploading your ID?
If you tried to disconnect your user account or upload your ID but weren't successful (even after help from the refurbisher or Back Market Customer Care) the refurbisher will return your device to you for free within 2 business days. You’ll be able to track the status of your package with a tracking number provided by the refurbisher.
Other possibilities
Are you in one of these situations?
- You didn't try to disconnect your user accounts (e.g. iCloud, Google, Samsung) from your device despite our help and reminders.
- You didn't want to or didn't try to send us a copy of your ID to finalize your trade-in.
- Your device has been identified as counterfeit, greylisted, blocklisted, or rooted.
If you're in one of these three situations, you must provide the refurbisher with a prepaid return label to get your device back. Here's how to do it:
Step 1. Create a shipping label on the UPS website
Go to the UPS website page titled "Create a Shipment". You can create a UPS.com account for this or sign in as a guest.
Step 2. Estimate the weight of your item
To help you, here are the average weights for the most common devices on Back Market:
| Smartphone | Tablet | Laptop | Consoles |
| 0.55 lbs | 1.65 lbs | 4.4 lbs | 6 lbs |
For all other categories, you’ll need to weigh the item yourself or bring it to the post office to be weighed.
Step 3. Fill in the necessary information
You must fill out the following:
- Sender's address: The refurbisher’s address (they must give you this information).
- Recipient's address: Where you enter your postal address.
Step 4. Purchase insurance to ship your device
We recommend that you purchase insurance to ship your item in case of loss/breakage of the package.
Step 5. Send the shipping voucher as an attachment to the refurbisher
Log in to your Back Market account and message the refurbisher there. By keeping your interactions with the refurbisher on Back Market, we can take care of you if any issues arise.
Once the prepaid label has been sent to the refurbisher, they’re required to mail your item back within 2 business days.
If you have any unresolved issues or concerns, contact us directly through this form, explaining the problem you’re experiencing in detail, and we’ll get back to you as soon as we can.