Back Market customer service telephone number — complete professional guide

Overview of Back Market support channels

Back Market is structured as a marketplace connecting refurbishers (sellers) and buyers; consequently customer support is hybrid: the company operates a centralized Help Center and messaging system, while individual sellers handle many post-sale issues such as repair, returns and warranty fulfillment. As of mid‑2024 Back Market’s primary public channel is the online Help Center (country-specific storefronts), and a universal public telephone line is not published for all markets. Phone support is therefore limited and often offered via scheduled callbacks rather than an always‑on toll‑free number.

For practical purposes, that means most buyers will contact Back Market through the support portal at the storefront (for example https://www.backmarket.com or the country domains such as .fr, .co.uk, .de, .es, .it). The portal funnels requests by order number and case type (refund, warranty, shipping), and Back Market or the seller will reply through the portal, by email, or offer a telephone callback when appropriate. This model reduces unnecessary call volume and ensures agents have order context before speaking with you.

Why you may not find a single telephone number

A single public telephone number for marketplace platforms is uncommon because the platform needs order metadata, IMEI/device serials, photos and seller logs to resolve hardware issues efficiently. A phone call without an order context often increases resolution time. Back Market therefore encourages customers to open a request in the Help Center so the agent already has your order ID, seller name, device condition grading and shipping history before they call.

If a callback is appropriate for your case (complex technical issue, scheduling a courier pickup, or real‑time escalation), the portal displays the option to request a phone conversation or schedules a call within a defined window — typically within 24 business hours for standard cases and faster for urgent safety or shipping exceptions.

How to request a phone callback — step‑by‑step

Follow these exact steps to obtain a telephone conversation from Back Market or the seller: 1) Log in to your Back Market account on the same regional site that sold the item (e.g., .com for US, .co.uk for UK). 2) Open Orders, select the affected order and click “Contact seller” or “Get help” for that order. 3) Choose the issue category (Return, Warranty, Shipping, Technical). After submitting the initial form, look for “Request phone callback” or a “Call me” button — if available, fill in your preferred phone number (use international format +CC NNN NNN NNNN).

When a callback is scheduled you will receive an email or portal notification with an estimated window. Typical callback windows are 30–60 minutes during business hours; emergency or escalated cases may be handled faster. If a direct phone callback is not offered, the portal will usually provide the next best step (seller contact details, return label, or local service center instructions).

What to prepare before you speak — key data that resolves cases faster

Prepare the following precise items before requesting a call: your Back Market order ID (visible on confirmation e‑mails), full product model (e.g., iPhone 12 64GB), device serial or IMEI for phones, exact defect description (with timestamps), and digital evidence (3–5 clear photos or a short video demonstrating the fault). Also note purchase date; most refunds/warranty claims are judged against the purchase timestamp and the seller’s warranty window.

Having this data reduces average resolution time from multiple business days to 1–3 days. If you intend to request a repair or replacement, note the seller’s warranty length (Back Market commonly provides at least a 30‑day money‑back guarantee and a minimum 12‑month warranty on many devices, although specific terms vary by country and by seller). Keep your payment method details ready if you need to request a refund (last 4 digits of the card, PayPal transaction ID).

Resolution timelines, costs and escalation options

Typical timelines: initial portal acknowledgement within 24–48 hours, phone callbacks within 24 business hours when offered, and final resolution (refund, repair authorization, replacement shipment) commonly within 3–14 business days depending on courier and local service centers. In cases requiring courier pickups or third‑party repair partners, allow up to 21 calendar days for parts and shipment logistics.

Costs: Back Market usually covers return shipping for valid warranty or DOA (dead on arrival) claims when authorized; unauthorized returns or buyer‑initiated returns outside the trial window may incur restocking or return shipping fees (amounts vary, often between £5–£25 or €7–€30 depending on country and parcel size). If you dispute a charge with your bank, retain the ticket/case ID from Back Market and any portal message threads — banks typically request that evidence when processing a chargeback.

• Checklist to have ready before contacting support: Order ID (10–12 digits from confirmation), seller name, device model and serial/IMEI, purchase date, clear photos/video, preferred phone number in international format (+CC NNN NNN NNNN), payment method details (last 4 digits), and a short written timeline of the fault (dates and symptoms).

Escalation and alternative routes: seller, payment provider, and regulators

If portal responses are unsatisfactory, escalate in this order: 1) Ask Back Market for seller contact details and open direct dialogue; 2) If unresolved after 7–14 days, contact your payment provider (credit card issuer or PayPal) to request a dispute/chargeback — provide the case ID and all portal messages; 3) For EU buyers, reference consumer protections under the EU distance‑selling rules and involve national consumer protection authorities if necessary. Keeping contemporaneous records expedites all three routes.

Key links and resources: visit the Back Market Help Center (https://support.backmarket.com) and your regional storefront (for example https://www.backmarket.co.uk or https://www.backmarket.fr). If you need to submit evidence ahead of a scheduled call, upload images and documents directly to the order conversation thread so the agent has everything on hand at the time of the phone conversation.

• Essential links and templates: Back Market Help Center (https://support.backmarket.com), “Contact seller” via your order page, and a short call script: “Order ID [xxxxxxx]; purchased [date]; device [make/model]; symptom: [brief]; requested resolution: [refund/repair/replacement]; preferred callback: [date/time].”

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.

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.

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.

How to market customer service?

Businesses can integrate customer service elements into marketing campaigns by emphasizing customer benefits, showcasing positive customer experiences, using customer testimonials and maintaining consistent communication channels for support inquiries, demonstrating a customer-centric approach.

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(){
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How do I contact Back Market 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.