1. Dashboard

The Dashboard provides a summary of all therelevant information of your Back Marketaccount.

1 Check your average customer rating, a keyelement to help you get more buyboxes.

2 Take a close look at your customer ratingsand evaluate aspects of your service you canimprove. Click to see their ratings andcomments.

3 Easy access to your orders, SAV tickets andorders you need to process.

4 Information on the number of ads created,the ones that are online and the ones that arebest position.

5 Information on your monthly performance:orders in progress, monthly revenues andrefunds.

6 Information on your global performance:total orders, total revenues and total refunds.

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2. Ads

In Ads, you can create, modify and track yourads. Find all the relevant information aboutyour offers.

1 Take a look at your ads filtering them by title,sku, price, etc. Filter your adverts by status tocheck how many of them are online and bestprice.

2 Create your ads: click import the ads toupload your csv document or click create anadvert to do this manually. You will be able tolook for your product in our considerabledatabase or create a new one if it hasn’t beencreated yet.

3 Your ads:• Green: congrats! You have the buybox• Red: you don’t have the buybox• Orange: your price is more expensive than

the new product

4 The price:• Blue: price of the new product*• Black: your price• Red: recommended price to get the buybox.• Orange: your price is higher than the new

price

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2.1 Create an ad manually

• Description: write an attractive yet accurate description of the product you sell.• Price new: it is not your price but the price of the new product• Attributes: all the attributes with a red asterisk are mandatory and they vary depending on the product category.

After clicking on “create an ad” you will be ableto manually upload your products on BackMarket.

1 Look for your product in our database, usingthe title filter

2 When you find the exact model in ourcatalogue, click on ‘sell yours’ in order to usethat product sheet and personalize the ad withinformation regarding your stock, shipping, andso on.

3 Duplicate the product sheet when theproduct is already existing in the cataloguebut, for example, in another colour. There is noneed for you to create a new product sheet,just duplicate the existing one and change thecolour.

4 In case the product you want to sell is not inour database yet, you can click on create myproduct to open a new sheet. Check carefullythe information you enter.• Category• EAN number• Title: Take a look at products already created

in the category and try to respect that titleformat.

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3. Orders

In Orders, you can manage your orders and findall the relevant information

1 Take a look at your orders filtering them bydate, order number, status, etc.

2 Click confirm to proceed with the orderwithin 24 hours business dyas. Cancel theorder on the red button. Remember, a highrefund rate will affect your performance, avoidstock problems by having stock dedicated toBack Market or security stock.

3 Click on dispatch (within 24 hours businessdays) and enter the shipping number so thecustomer can track his or her order.

4 Open an after sales procedure to get in touchwith the customer.

5 Refund your customer after shipping

6 Analyze your numbers. Click on export myorders to download a csv file with all theinformation about your orders. To import a listof tracking numbers you can click on import mytrackings and upload a csv file with theinformation.

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4. After sales

In After sales you can track, consult andmanage your after sales tickets. Rememberthat the service you provide will directly impacton ratings which in turn affects the number ofbuyboxes you can have. Communicateefficiently and nicely with your customers!

1 Find your SAV ticket filtering by date, ordernumber, etc.

2 Check the information on each ticket thatneeds to be addressed and give your customeran answer within 24 hours. If the line is orange,this means the last answer given to thecustomer was over 48 hours ago. If it is red,more than 72 hours ago.

3. SAV tickets history: consult SAV tickets thathave been solved.

4 Join the conversations with the customerswhere you will find more information abouttheir issues and you will be able to send them amessage. When a ticket has been solved, youcan click on the solved button (at the top of theconversation page)

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5. Options

Complete the options section to provide yourcustomers with relevant information. Yourinformation will be displayed by default but it ispossible to personalize it for each ad.

1 Add delivery options to your profile:• Country: where do you ship to ?• Delivery company• Shipping time (hours): recommended 24

hours, maximum 72 hours• Shipping price

2 Personalize the delivery information for eachproduct category: smartphones, tablets,laptops, computers,…

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5. Options (continued)

3 Take time to personalize the comments foreach grade. This is a key piece of informationthat will help you differentiate yourself fromthe other merchants.

4 Personalize the comments for each productcategory.

5 Create detailed checkup lists for each productcategory. This information is very important togain customer trust.

6 Don’t forget to match the list you havecreated with the product category. Otherwise,they will not appear in your ads.

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6. Invoices

In Invoices you will be able to track anddownload your invoices. Remember that youwill receive these on the 6th, 16th and 26th ofeach month.

1 Check your next invoice information includingbilling period and revenue.

2 Information on each paid invoice, such as theperiod they represent and their status.

3 Download your invoice by clicking on the bluebutton.

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6.1 Your Invoices

Take a look at this invoice example to get abetter understanding of your invoices.

1 Check Back Market commissions on theorders shipped in the period.

2 Amount of taxes on the commissions.

3 Total amount of Back Market commissions.

4 Check your revenues made on Back Marketfor the period.

5 Refunds you made to your customers.

6 Total revenue you perceive by wire transfer

6.1 Your payments

7 The payments are made the 6th, 16th and 26th

of each month and includes orders up to 10days before the day of invoice reception. 6th 16th 26

26th transfer: ordersshipped between the6th and the 16thth

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