We work closely with our sellers to ensure that you get the best possible experience when buying an item from Back Market. However, we also know that problems may crop up from time to time.
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So what can I do if I received the wrong item?
If the item you received isn’t the product you ordered, that is, the item is the wrong color, the storage capacity isn't correct, or it's outright the wrong brand or model, your best bet would be to contact the seller of the item you bought.
How can I contact the seller?
You can contact the seller by signing in to your Back Market account.
Go to "My orders" and click on "Ask for help":
Click on "I have a problem with the product/accessories I received" and then click "Next":
Next, click on "This isn't what I ordered":
Select the choice that best describes your concern:
Next, we'll ask you if anything happened to the item while it was with you:
Then we'll give you three options on how you'd like to move forward:
And finally, we'll ask you to describe the issue. You’ll also have the ability to attach photos of your item.
Click on "Contact refurbisher" and you should hear back from them within one (1) business day.
What if I don't hear back from the seller within one business day?
If you don't hear back from the seller within one business day, you can always contact our customer support center.