👀 The situation: The customer has received a product that does not meet his expectations (this product does not present any technical problem).
👌 How to act: In order to prevent our customer from being disappointed with their order, we expect our merchants to eliminate the risk of non-compliant orders prior to shipment.
In this article, we will detail:
- ✅ Our suggestion for organising your repackaging chain to avoid unpleasant surprises for the customer upon receipt of his order
- ✅ Requirements for aesthetic grades and accessories
The process below is indicative and is inspired by observations made on the reconditioning lines of our best merchants.
If the order is not in conformity it is better to cancel it.
Beware of the risk of omission to be seen with catalog team (error when describing the ad)
As a reminder, here is the description of the aesthetic grades that you must respect:
- Smartphones & tablets
- Other categories
As a reminder, here are the rules concerning the accessories that you must include depending on the products sold (article 1.7 of our quality charter)
All Products sold on our Platform must be supplied with the same level of accessories as new Products. The Seller must therefore provide at least the essential accessories for the normal use of the Products.
Accessories such as a charger and headphones are mandatory when selling a smartphone. Accessories must be compatible with the device sold.
If the accessories are not supplied or are not compatible, Back Market reserves the right to offer a goodwill gesture to the Buyer on behalf of the Seller in the event of non-reaction by the Seller following a customer complaint or to the reminder from Back Market in this respect (see section 3.14 - Goodwill Gestures).
When selling a laptop/Macbook, the supply of a charger is mandatory and this must be specified in the "Reconditioner comments" section.
When selling an iMac, the supply of a keyboard and a mouse is mandatory, this must be specified in the "Reconditioner comments" section