We make it easy for customers to request Back Market assistance with the SOS button. In the event of a charter violation or a tough situation, the SOS button will appear and prompt the following message:
[customer’s name] has requested Back Market’s help. One of our agents will contact the customer soon.
Back Market’s team
When a customer clicks on the SOS, a Back Market agent will then look into the case and find a solution for the customer if one has not been found during this time interval.
We make decisions in accordance with the quality charter to agree on a fair solution, and repeated triggering of the SOS by a customer may result in sanctions from Back Market.
Moreover, this quality indicator will soon be integrated into your quality score through the Negative Customer Experience Rate (NCER).