I bought a phone in Nov 2022. After a few months, there were issues with the phone - system bugs. I decided that, as it was under warrantee, I'd send it back. On 4th October, I followed the Backmarket instructions and erased all my data, packed securely the phone and dropped it at the DHL point (they picked DHL, not me). I got a message on the Backmarket platform confirming I had dropped the phone at the DHL point and it was ready to be picked up by the seller. After a week, no news. I contacted Backmarket and they promised a solution in 2 days. They have opened an investigation with DHL and since then, they are asking ME to prove that I delivered the phone. The tracking link says I did so there is no other conceivable proof I could give. But I'm stuck in this loop with them, one message/work day, so it's moving slow and it's a real problem daily to not have my phone! I'm now at the point where I think this is an organised scam: they leave you stuck in a loop where you can't possibly take action and resell your phone on their platform. It can't be a simple misunderstanding on their part: it's been many messages of me trying to re-explain the situation, asking what sort of alternative proof they expect, going to the DHL point to check whether maybe the phone had slipped and was still there... They're not suggesting alternative solutions, not escalating the problem to a phone call or to another person. In a word, they're not even trying to help so this is deliberate. It seems like a lot of people are having a similar pattern too!