Bonanza has partnered with PayPal to create the Bonanza Order Resolution Center, where buyers can file and manage disputes for issues with orders placed on Bonanza. This page describes how to file and manage PayPal disputes on Bonanza.
Why did you create the Bonanza Order Resolution Center?
Who can use the Bonanza Order Resolution Center?
What types of disputes can be filed?
How do I file a dispute?
How can I view my existing cases?
How can I manage my open dispute?
I need to cancel my dispute or claim.
I want to appeal the outcome of my case.
Why did you create the Bonanza Order Resolution Center?
Bonanza is an online marketplace that connects buyers and sellers to transact directly. Bonanza has no hand in the financial part of a transaction; instead, buyers pay sellers directly and sellers are responsible for shipping goods straight to the buyer. Since Bonanza does not accept payments for purchases, we can't issues refunds in the unlikely event that something goes wrong with your order.
Since nearly 90% of all purchases made on Bonanza are processed via PayPal, we teamed up with PayPal to create the Bonanza Order Resolution Center so shoppers can manage their buying experience from a single platform.
How does it work?
Bonanza sends all of your order and dispute data to PayPal, and PayPal notifies the seller of the issue. If you and the seller are unable to come to a resolution, you can escalate your dispute to a claim so PayPal can investigate and make a decision in favor of either you or the seller. Bonanza will keep you notified of updates to your case.
Who can use the Bonanza Order Resolution Center?
US-based buyers who checked out using PayPal as the payment processor can file disputes in the Bonanza Order Resolution Center. Note that you must have a PayPal account associated with the purchase in order to file a dispute in the Bonanza Order Resolution Center. If you checked out as a guest on PayPal, learn how to upgrade to a PayPal account.
Buyers who have filed a dispute directly with PayPal will not be able to open a dispute in the Bonanza Order Resolution Center. You must continue to manage your dispute through your PayPal account.
If you file a chargeback directly with your credit or debit card company, you will not be able to open a dispute with PayPal, and any existing case associated with the purchase will be automatically closed.
Completed your purchase using Amazon Pay? Learn more about how to file a dispute.
Completed your purchase with Stripe? Contact your credit or debit card provider directly.
What types of disputes can be filed?
Buyers can file disputes for:
- Item Not Received (INR)
- Significantly Not As Described (SNAD)
Chargebacks and unauthorized use cases cannot be filed in the Bonanza Order Resolution Center. Please contact PayPal directly if you believe the purchase was made without your authorization.
Here are some other terms relevant to filing disputes in the Bonanza Order Resolution Center:
- Case: when a buyer argues that a purchased item was significantly not as described (SNAD) or not received (INR)
- Dispute: the phase of a case where buyer and seller communicate about the transaction without intervention from PayPal
- Claim: the phase of a case where PayPal reviews the information provided by buyer and seller to adjudicate the dispute & determine the outcome of the case based on the evidence provided by each party
How do I file a dispute?
Visit the Bonanza Order Resolution Center
You can access the Bonanza Order Resolution Center by visiting https://www.bonanza.com/paypal_resolutions or by clicking the "Report a problem" link under the order summary on eligible purchases from your "Account > Recent purchases" page.
Once you arrive at the Bonanza Order Resolution Center, you will be required to log into your Bonanza account if you are not already logged in. On the Bonanza Order Resolution Center dashboard, scroll down to the "Order History" section, then click the "Report a Problem" link next to the order in question. Note that if you clicked the "Report a Problem" link from your order summary on your "Account > Recent purchases" page, you will be automatically directed to the dispute filing step.
Log into PayPal
Before you can file a dispute, you must first log into your PayPal account so we can link the dispute to your payment. Click the blue "Log in with PayPal" button and enter your credentials. If you don't have a PayPal account, learn how to upgrade your guest checkout purchase to an account. Bonanza does not store your PayPal login or have access to your credentials.
Select your order issue
Use the drop-down menu to select either "Order never arrived" or "Order was significantly not as described."
Order never arrived
Select this option if you never received your item(s). Use the text box to explain the situation. Anything you enter here will be passed on to PayPal and the seller.
Order was significantly not as described
Select this option if the item you received does not match the description (for example, you ordered a red shirt but received a blue shirt), or if you only received a part of your order (for example, you order three candles but only received two). Use the suggested issue descriptions to provide further information about the problem. You can also request a partial refund using the "Requested refund amount" box in the top-right of the dispute overview.
Review the terms of use
Before you can submit your dispute, you must review and agree to the terms of use for the Bonanza Order Resolution Center, as well as PayPal's Privacy Notice. Once you've reviewed the terms, check the box, then click the green "Submit" button to file your dispute. We'll send the details you provided to PayPal so they can notify the seller and initiate the amicable resolution phase of your dispute.
How can I view my existing cases?
You can view your existing cases by visiting the Bonanza Order Resolution Center directly and scrolling to the "Open cases" section. Click the link to "View details" to access the dispute overview.
When viewing your order summary in your Bonanza account, click the "Order dispute status" link at the bottom of the order summary on your "Account > Recent purchases" page. You will be re-directed to the dispute overview in the Bonanza Order Resolution Center.
How can I manage my open dispute?
You can manage your dispute from the Bonanza Order Resolution Center dashboard in the "Open cases" section. Here, you will see quick links for available actions, including "View details," "Cancel dispute" and "Escalate dispute" (if applicable). When you are viewing the dispute page, you can message the seller and take additional actions.
Escalating a dispute to a claim
If you're unable to resolve the dispute amicably with the seller, you can escalate the existing dispute to a claim by clicking the "Escalate to claim" link under the "Actions" column on the Bonanza Order Resolution Center dashboard or when viewing the dispute. Escalating your dispute to a claim means that PayPal will get directly involved and perform their own investigation of the case to determine the outcome.
- Item Not Received disputes can be escalated to a claim 7 days after the order was placed
- Significantly Not As Described disputes can be escalated to a claim immediately after a dispute is filed
You must escalate your dispute to a claim within 20 days of opening the case. If you do not escalate the dispute to a claim, PayPal will assume the issue has been resolved and the dispute will be closed in the seller's favor. Once a dispute is closed, it cannot be reopened.
From the dashboard:
From the dispute overview:
Switching case types
You can change your dispute reason from "Item Not Received" (INR) to "Significantly Not As Described" (SNAD) if you have received the item but discovered it is not what you expected based on the listing description, or if part of the order is missing. You cannot switch a "Significantly Not As Described" case to "Item Not Received."
To change the case type, view the dispute, then use the drop-down to select "Significantly Not As Described." Provide any relevant details and enter the amount you are requesting a refund for in the "Requested refund amount" box, then hit the green "Send message" button.
Switching your case type automatically escalates the dispute to a claim for PayPal's direct intervention.
Negotiations and returns
For "Significantly Not As Described" cases, buyers and sellers can negotiate a refund amount. Note that in some cases, the seller may require the buyer to return the item(s) as part of the negotiation deal. In those scenarios, the return address and details will be displayed in the dispute history. Each party has the opportunity to accept or deny an offer. If you do not respond to a seller's offer within 10 days, the case will be automatically closed in the seller's favor.
In some cases, the seller may request photos of the item received. In those instances, Bonanza will provide the seller's email address so you can send attachments with additional evidence for the seller to review.
Providing more information
PayPal may request additional information or evidence - such as return tracking details or pictures of the item you received - in order to investigate the claim. To submit further information, visit the dispute overview by clicking the "View dispute" link under the Actions next to your open case. Enter any requested details in the text box and/or use the "Select file" button to upload additional evidence from your computer or device, then submit for PayPal to review.
I need to cancel my dispute or claim.
If you have reached a resolution with the seller, you can cancel your dispute or claim by clicking the "Cancel dispute" or "Cancel claim" links on the Bonanza Order Resolution Center dashboard, or from within the dispute overview. Select the reason for canceling the case from the drop-down menu, then click the button to cancel. Once you cancel a dispute or claim, it cannot be reopened.
Cases will automatically be closed in the seller's favor in the following scenarios:
- Dispute is not escalated to a claim within 20 days of opening the dispute
- Buyer does not respond to seller's offer or provide evidence of return shipping within 10 days
I want to appeal PayPal's decision.
If you're not happy with the outcome of your case, we encourage you to reach out to the seller to reach an agreement or resolution. Most sellers aim to satisfy their buyers. PayPal's decisions are final, but if you have additional information that hasn't been reviewed, or if there's been a mistake in the processing of the case, you can contact PayPal directly to appeal the decision.