As you know and as indicated in our Back Market Charter, you have to answer all client messages within 24 working hours. If you're working with external partner, please make sure to train and brief them on our rules and this essential point. Back Market reserves the right to proceed to other solutions in cases of non-compliance with the 24 hours delay, as laid out in the Back Market Charter. The rate is calculated on a 30 days basis and based on average between all late replied messages.
What should I do during holidays?
If you're going on vacation, the best is to put your stock to 0. Please take into account, that there is no "Holidays-Mode" on Back Market and that you have to answer all client requests within 24 hours. Please make sure to have an optimal solution before leaving for holidays. 🌴
If you are using our Back Care Service, the rate will not impacting you. However, please note that the answer delay to our Back Care team is 12 hours.
If you're facing a particular issue, please do not hesitate to contact your Quality Account Manager.