Preparing products for an order means making sure that the aesthetic grade corresponds to the order and that the product is completely cleaned (as for a new product).
These two aspects are essential in the customer experience and can strongly influence the choice of a claim and/or a return.
Indeed, a customer receiving a product that is not in perfect condition from the outside, will tend to believe that his product is of poor quality and therefore intended for technical problems.
At Back Market, there's nothing to dust off! Not even the products!
It is indeed an important part of the customer experience.
All these parts of the product must be cleaned before the sale, otherwise the customer will have to pay for the return and replacement of the product.
Our customers want their new product to be the way they expect it to be, which is why you need to make sure that the grade displayed on your offer matches the grade of the product the customer is receiving. Otherwise, you expose yourself to a high return rate and poor customer satisfaction.
As a reminder, customers have until the end of the withdrawal period to claim an aesthetic grade that has not been respected. You will then have to propose to the customer a commercial gesture (see table below), an exchange of the product, or the refund if he wishes it (retraction period).
If the customer exercises his right of withdrawal, the return cost will be at your expense as indicated in the charter.
Here are the aesthetic grades for smartphones and tablets :
Merci de vous référer à la charte Back Market pour prendre connaissance de tous les engagements du vendeur.
En cas de non-respect de ces engagements, Back Market pourra agir en lieu et place du Vendeur et les frais générés (bons de retours, remboursements ...) seront à la charge du Vendeur.