How do I use the return label I was provided with? – Back Market - Help Center - USA

Unsure of how to use your shipping label to return your item? We’ve got you covered.

How do I download a return label?

Log in to your Back Market account > “Orders” > "Get help” and follow all the steps until you get to the confirmation page (it says “All set for your return” at the top).

Select “Print return label” and download the prepaid return slip. Then, print the label and stick it to your package.

Learn how to package your device securely

I didn't receive a return label, where can I get one?

If you followed all of the steps above and didn’t see the “Print return label” button, hang tight!

We’ll reach out to you within 1 business day and get you a return label to send your item back to the seller, along with any other instructions you need to follow.

How much time do I have to send my item back?

The shipping label is only valid for 14 days starting from when you asked for help, so make sure to use it during this timeframe.

Are there any steps I need to follow before sending my item back?

You’ll need to follow these quick and easy steps to make sure your return goes smoothly.

Step 1. Send photos to the seller

You'll need to send 7 photos to the seller — one of each side of your device, plus one with the screen on. This is to protect yourself in case of a dispute. Be transparent — if your item has been damaged but still works, let the seller know.

Step 2: Save your data

The seller will do a series of tests and may even completely restore your item.

So, whether you’re returning something for repair or withdrawal, you should always back up your device’s data and then remove it. Learn how to back up your data

Step 3. Disconnect your user account
You’ll have to do this for all smartphones, tablets, smartwatches, and MacBooks, otherwise, it could slow down your return. Learn how to disconnect your user account

Step 4. Include the following info inside your package

Write the following info on a sheet of paper and place it inside the box:

"Back Market"
Your order number
The reason for the return (e.g. "return for repair", "return for withdrawal (cancellation)", etc., )

Step 5. Pack your device securely

Place the device and its accessories in a sturdy box.
Use packing materials such as bubble wrap to secure the item in the box. Be sure there are no spaces, so it can't move around.
Use strong tape to seal the box shut.
Tape the return slip to the top of the package, keeping the barcode visible.
Take a photo of your package with the return slip visible. This will help you in case of a dispute with the shipping provider.

Step 6. Find the most convenient drop-off location

See the website of your preferred shipping provider linked below. Don’t forget to ask for proof of shipment when you send your item on its way.

Learn more about returns

Which shipping provider should I use?

At the top of your return label, you’ll see the name of the shipping provider assigned to your return. Depending on the shipping provider, you can either select a drop-off location or schedule an at-home pickup:

How will I know when my package is received?

The labels we provide allow us to track the progress of your package in real-time. We’ll update you when the seller has received your package and give you more info on estimated processing times.

You can access your tracking link by logging in to your Back Market account > “Orders” > “Show more details”.

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