Back Market customer service phone number — clear, practical guidance

Where to find Back Market phone support (and why there isn’t a single public number)

Back Market is a marketplace for refurbished electronics founded in 2014 and headquartered in Paris, France. Unlike many traditional retailers, Back Market does not publish a single global customer service telephone number that serves every country and issue. Instead, the company routes phone support through its online Help Center and a “request a callback” or localized phone contact process so that agents have order context and the appropriate regional data before they call.

That design reduces hold time and misrouting, but it means the fastest way to reach someone by phone is to access the country-specific Back Market site (for example, backmarket.com for the US/UK entry point) and open the Help/Contact section while logged in. For most markets you will see a “Contact us” or “Talk to us” flow that can offer immediate chat, a scheduled callback, or a link to the seller’s direct number when applicable. Always use the country selector at the top of the site to ensure you receive local contact options and hours.

What to prepare before requesting the phone callback

To make a phone interaction efficient and to get faster resolution, prepare all relevant order and device information before you request a callback. Having complete details up front reduces follow-ups and allows the agent to issue refunds, replacements, or return labels on the first call when policy and verification allow.

• Order number (exactly as shown in the Back Market confirmation email)
• Purchase date and price paid (include any promo codes or fees)
• Device make/model and the seller name shown on the product page
• Serial number or IMEI (for phones/tablets) and a clear photo of the device and any damage
• Photos or short video showing the fault or cosmetic issue, plus date-stamped screenshots of error messages
• Preferred outcome (refund, repair, replacement, or partial credit)
• Payment method (last 4 digits of card) and whether you used financing or third-party payment

If you are contacting about warranty coverage, also have the product page open (it contains the exact warranty length and seller policy) and any previous messages between you and the seller. Back Market is a marketplace: many disputes are resolved faster if you can show prior seller communication or a technician report.

Typical response times, policies and what to expect on the call

Back Market’s support workflows prioritize written messages and a contextual callback. Typical first-response times for the in-site message center or email range from a few hours to 48 hours depending on volume and region. A callback requested through the Help Center usually occurs the same business day if requested during local business hours; outside those hours it will often be scheduled for the next working day. Exact hours vary by country and are shown on the contact page when you request a call.

Policy-wise, many Back Market listings include a seller-provided warranty and a consumer returns window — commonly 14 to 30 days for returns and warranties that range from 6 to 12 months depending on product and seller. Always check the product page and your order confirmation for the exact terms that apply to your purchase. On the phone an agent can: initiate a return authorization, issue a prepaid return label, open a formal warranty claim, or escalate to a manager for exceptions such as courier loss or severe misrepresentation.

If you can’t get a phone callback — alternate contact and escalation path

When a phone callback isn’t available, or if the issue requires written evidence (photos, logs) that the agent must review, use Back Market’s in-site messaging first. The message center automatically attaches order metadata which speeds resolution. If you have exhausted internal routes, escalate externally: contact your card issuer to request a chargeback if the seller refuses to remedy a materially misrepresented item, or file a complaint with your local consumer protection agency.

• Use the Back Market Help/Contact flow on backmarket.com (or your country subdomain) and attach photos/video — this preserves evidence and connects to the correct seller records.
• If unresolved after 7–10 calendar days, contact your bank or card issuer to open a dispute; banks typically require proof you attempted to resolve the issue directly with the merchant.
• EU shoppers: you may also reference Directive 2011/83/EU (consumer rights for distance selling) or contact your national consumer protection authority for mediation.

For urgent cases (lost shipments or suspected fraud), check your order confirmation email for any seller-specific contact details — Back Market sometimes lists a courier phone or seller phone on an invoice. Keep timestamps of all interactions and save copies of emails and chat transcripts; those are frequently required by banks and consumer agencies to complete a chargeback or mediation successfully.

Useful links and final practical tips

Always begin at the official site: https://www.backmarket.com. Use the Help or Contact link for your country (site will add /en-us, /fr, /de, etc.) and log in before starting a new request so your order is pre-attached to the case. If you prefer social channels for escalation, Back Market maintains verified accounts on Twitter/X and Facebook — public DMs often prompt a quick routing to support, but never post personal details publicly.

Key practical tips: request the callback while on Wi‑Fi so you can upload required photos during the call; note the callback reference number you are given; and, if you need a replacement, ask whether shipping is prepaid and if there is a temporary refund or hold on your payment. Well-prepared callers solve most cases in one session; unprepared callers typically face multiple back-and-forths. Keep your documentation organized and you’ll reach a resolution faster.

What is a Back Market phone?

Verified Refurbished by Back Market means refurbished smartphones that have been inspected by industry professionals.¹ Battery health that meets industry standards. Device guaranteed to have minimum 80% battery health with 100% charge capacity.

Where is Back Market.com located?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Back Market is a global company headquartered in Paris, France, but it also has significant operations in other major cities, including New York and Berlin. The company has a presence in numerous countries through its online marketplace and operates physical offices to support its operations in North America, Europe, and Asia.
  Global Presence

• Headquarters: Paris, France. 
• Major Offices: New York (USA), Berlin (Germany), and Bordeaux (France) serve as key hubs for Back Market’s operations. 
• Market Availability: Back Market offers refurbished electronics to customers in a range of countries, including the United States, various European countries, Japan, and Australia. 

Operational Focus

• Online Marketplace: Back Market operates primarily as an online marketplace for refurbished electronics, connecting consumers with sellers of refurbished devices. 
• Regional Operations: While the headquarters is in Paris, regional offices in New York and Berlin support their North American and European market strategies, respectively. 
• Sustainability: The company promotes sustainability by giving electronic devices a longer lifespan and supports initiatives related to e-waste and the right to repair. 

AI responses may include mistakes. Learn moreWhere does Back Market ship to and from?Jan 14, 2025 — Back Market is currently available in 13 European countries, Australia, Japan, South Korea, the UK, and the United Sta…Back Market – Help CenterBack Market Headquarters & Office Locations – ClayDec 20, 2024 — Other Back Market Office Locations. New York, USA: Situated in the heart of Manhattan, this office is pivotal for Back…Clay(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

Can I get a refund from Back Market?

In which situations can I get a refund? You’re free to change your mind about your order for any reason within the first 30 days of receiving it.

How do I contact a seller at Back Market?

To start, if you’re looking to get in contact with someone regarding a previous purchase, please reach out to Back Market Customer Care by logging in to your Back Market account > “Orders” > “Ask for help”. Also, feel free to get in touch with us if you’re not a customer yet and have questions.

Does Back Market have customer service?

To contact us about an order or start a return/repair request, go to your “Orders” page and select “Get help”. We’ll reply within 1 business day.

Is Back Market a trusted seller?

The short answer is yes. Back Market is a trusted refurbished tech marketplace offering affordable gadgets like smartphones, laptops, and more. Its business model focuses on sustainability by providing high-quality refurbished products at lower prices than brand-new items.