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Buyer Protection Pledge

What happens when I make a purchase on Bonanza?

  1. A customer visits and places an order
  2. The customer pays the seller directly via PayPal, Amazon Pay or Stripe
  3. Bonanza tells the seller about the sale
  4. The seller confirms the payment with PayPal, Amazon Pay or Stripe
  5. The seller ships directly to the buyer via USPS, UPS, FedEx, or another qualified carrier

Who do I pay when I make a purchase on Bonanza?

You pay the seller directly via one of our payment processors - PayPal, Amazon Pay or Stripe.

The seller is an individual/business that is not associated with Bonanza.

You can see which payment processor you used by viewing your recent purchases.

And what about shipping?

The seller ships directly to you via USPS, UPS, FedEx, or another qualified carrier. Bonanza does not keep any inventory, nor do we facilitate the shipping of items.

Bonanza is not involved in the actual transaction of money and goods between buyers and sellers, and does not transfer legal ownership of items from the sellers to buyers. As a result, Bonanza has no control over the items advertised, or the ability of sellers to sell items, or the ability of buyers to pay for items.

Many times you can view the shipping method directly in the listing description of the item that was purchased. Otherwise, contact the seller via email for this information if they have not already added tracking information to the order.

What do I do if I have a problem with my transaction?

1. Contact the seller

If your item hasn't arrived or isn't as described, first try to contact the seller. You can contact the seller directly from your "Account > Recent purchases" page. Locate the transaction and use the link to "Send them a message" under the seller's username to send the seller an email. Your message will automatically have your order number referenced.

Most sellers are happy to resolve any issues you may have, so give them a chance to make it right for you.

Please note that payment disputes are time sensitive (For current deadlines please contact the payment processor, PayPal or Amazon Payments, directly. Failure to do so could result in your claim being rejected).

2. Report the seller to Bonanza

The "Report a problem" link to open a dispute will appear at the bottom of the order summary 14 days after your order date, or the day after the estimated delivery date, whichever is sooner.  Cases for items that arrive significantly not as described can be opened as soon as you receive the shipment.

Should an issue arise during the course of a transaction, Bonanza encourages buyer and seller to work out a resolution that is satisfactory to both parties. Bonanza is invested in making sure that we remove any sellers from our marketplace who are not performing up to your (and our) expectations. Thank you in advance for bringing such sellers to our attention so we can make Bonanza better for all.

3. File a dispute with the payment processor

In order to get your money back, you will have to file a dispute with whichever processor was used to pay for your purchase.

Bonanza offers PayPal and Amazon Payments as payment processors - both of which offer buyer protection programs.

How can I get my money back?

First, you will need to identify the payment company you used to make the purchase.

Currently, Bonanza offers three payment processors - PayPal, Amazon Payments and Stripe. PayPal and Amazon Pay offer buyer protections. For checkout with Stripe, contact your debit or credit card provider directly to file a dispute on the purchase.

After you've identified which payment company you used, file a claim with whichever processor was used to pay for your purchase - either PayPal, Amazon Pay or your credit/debit card provider. You can see which payment processor you used by viewing your recent purchases.

For specific rules and guidelines for PayPal and Amazon Pay's buyer protection programs, along with instructions on how to file a claim, visit the appropiate website using the links below.


PayPal Buyer Protection rules, guildelines and instructions

  • PayPal requires that you file a dispute within 180 days of your purchase
  • If you completed your purchase as a guest on PayPal without logging into an account, you must file your claim by phone

Amazon Pay

Amazon Buyer Protection (A-to-Z Guarantee) guidelines and instructions

  • Amazon Pay requires that you file a dispute within 75 days of your purchase

My purchase is no longer eligible for PayPal/Amazon Pay's buyer protection policy. Can I still get a refund?

If your transaction falls outside of the payment processor's buyer protection policy, you may still be eligible to file a dispute, and possibly get a refund via the credit card company or bank you used to pay for the transaction.

Please contact your credit card company or the bank that was used in the transaction to find out if you are eligible.


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If you become a seller on Bonanza, this information will become part of your public profile