Returns and Credits

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Happy 2021! We made it through the challenges 2020 brought and are ready to enjoy what the new year brings.

January may mean some post-holiday returns, so this blog will refresh you on how that's done. We're also letting you know about a slight change in the way we are applying credits to your billing statement.

Credits automatically applied

Let's start with the credits. When you request a fee refund for a return on an item, and the final value fee to Bonanza has already been processed, we may issue a credit to your account. In the past, credits had to be manually applied to your bill. Now we will subtract your credit amount from your billing statement automatically when fees are paid. This prevents overpayment and saves a step, as well. If your bill is paid automatically with your credit card on file, we will deduct your credit at that time, lowering your bill. If your credit is more than your bill, we will use what's needed to cover that month's payment and save the rest as a credit for your next monthly bill.

Returns

Item returns are a fairly common occurrence for e-commerce businesses — 30% of online purchases are returned, so you may see some after the holidays. Bonanza is home to over 40,000 sellers, each with unique business needs and individual policies. There’s no “one size fits all” returns process at Bonanza because we want you to have the option to handle returns in a way that works best for your business. However, there are three major steps to processing a return on Bonanza, each customizable to your business model.

Step 1: Receiving the returned item

Your item has gone on a grand adventure, traveling far and wide across many magical lands, only to discover it must make the long journey home to return back to you.

Customers are often disappointed or frustrated when an item they bought doesn’t work out, so keeping a calm demeanor during your interactions with these buyers will work in your favor. If you do not accept returns, be sure to communicate this quickly and politely to your customer. You can expand on your return policies or direct them to your Booth Policies page if necessary.

#protip: Be upfront about your return policy: set your booth return policy via the Shipping & Returns tab of your booth settings.

If you accept returns, the first step is to work with the buyer so they can send the item back to you. We don’t currently have the capability to sell return shipping labels through Bonanza, but you can purchase a return shipping label through your preferred provider (Stamps.com, UPS, etc.) and send the label to the buyer directly. Simply contact the buyer via Bmail and request they provide their email address so you can email the shipping label to them. Paying for a return label upfront is a gesture of goodwill to your customer, and lets you control the shipping service your item will receive.

Alternatively, you may ask the buyer to purchase their own shipping label, and consider reimbursing them via a third-party payment processing company (like PayPal). Once you’ve received the returned item, you can go about refunding them.

Step 2: Refunding your customer

Many sellers wait to refund the order until they receive the item from the buyer. This helps protect your business against any potential purchase fraud.

If you do encounter any issues with the returned item, let us know about it; we have a dedicated fraud prevention team that is committed to protecting our sellers and minimizing fraudulent transactions.

Once you’ve successfully received the item, it’s time to issue a refund. How you refund your buyer depends on how they paid. Here’s how to handle a refund for a transaction made from our various payment methods:

PayPal. If the buyer used PayPal, refunds can be issued for up to 180 days. To find the most up-to-date information on how to issue a refund via PayPal, follow these simple instructions.

Amazon Pay. You can use the Manage Orders feature in your Amazon Seller Central to issue full or partial refunds. Follow these instructions for details on how to issue a refund via Amazon Pay.

Stripe. Refunds and disputes can be managed directly from your Stripe account dashboard. Learn more about how to issue a refund with Stripe.

Step 3: Post-return processes

After you’ve received the item and refunded the buyer, there are a few final things to take care of:

Submitting a fee refund request 

You have up to 180 days from the date of the transaction to request refunds on your final value fees. The buyer must be refunded before you may request a fee refund for the canceled transaction.

To request a fee refund, go to your "Billing statements" page and select the month in which the transaction took place. Next to the refunded order, click the red "x" and follow the prompts to request a fee refund for the transaction. We'll use the data given to us by the payment provider to confirm the refunded transaction.

If we’re unable to confirm the refund, we’ll request further information from you to ensure that the refund did take place.

Relist your item

To save time, you can relist the returned item. Visit your “Recent Sales” from the Selling drop-down menu in the upper left-hand corner. From there, locate the order in question and simply click “Relist items” under the transaction summary.  

All items in the order will be set to "Items ready to post" status. This allows you to delete any items from the order that you don’t wish to relist before you publish the items. Once you’re ready to publish the relisted item, visit “Add or edit items” from the Selling drop-down menu and select “Update your booth.”

The bright side

Processing returns can be tedious but are also a necessary part of the e-commerce cycle. Research shows that 92% of shoppers will purchase from a seller again if they provide a seamless returns process, so use this information to stay on top of returns and maybe generate some repeat customers in the process.

    Do you have a question unrelated to this post? Contact [email protected] or visit the Help Center.


45 responses to Returns and Credits

  • SpaceAgeAntiques says:
    01/05/21 at 13:14:09

    Thanks for the information Shelly, very clear and concise.

    BonanzaShelly says in response:
    01/06/21 at 05:55:55

    Thanks Steve!

  • lumpsofstuff says:
    01/05/21 at 13:17:00

    Thanks for making this clear and concise! In all of my years on Bonanza, I have yet to do a refund or return – but knowing how to proceed is comforting, because, as they say, its not IF, but WHEN it will happen!

    BonanzaShelly says in response:
    01/06/21 at 06:07:50

    You’re welcome, lumpsofstuff. Happy to hear you haven’t had to take a return! That’s great!

  • traditionalhobby says:
    01/05/21 at 13:44:18

    30% of online purchases are returned, WOW. Now I know why I sell with NO RETURNS!

  • ooak says:
    01/05/21 at 15:17:29

    THANK YOU FOR POSTING THIS !

    BonanzaShelly says in response:
    01/06/21 at 06:08:41

    You’re welcome, ooak!

  • antivirusspecialist says:
    01/05/21 at 16:10:34

    Thanks for the information related to fee refund/credit.

    BonanzaShelly says in response:
    01/06/21 at 06:09:03

    You’re welcome, antivirusspecialist!

  • TVpart_house_store2 says:
    01/05/21 at 17:14:23

    Thank you for new information

    BonanzaShelly says in response:
    01/06/21 at 06:09:30

    You’re welcome, TVpart_house_store2!

  • JUMIMI says:
    01/05/21 at 17:18:50

    Thanks for the information

    BonanzaShelly says in response:
    01/06/21 at 06:09:47

    You’re welcome, JUMIMI!

  • Ranjith_Dharmakeerth says:
    01/05/21 at 19:14:38

    thanks

    BonanzaShelly says in response:
    01/06/21 at 06:10:05

    You’re welcome, Ranjith_Dharmakeerth!

  • EmeraldCityFinds says:
    01/05/21 at 19:32:27

    Hi, each individual seller can choose to except returns or not correct? Each person can make their own policy on whether they except a return or not correct?

    BonanzaShelly says in response:
    01/06/21 at 06:12:02

    Hi, EmeraldCityFinds! Yes, you can set your own policies for returns. Under Booth Settings go to Shipping & Returns to add your policy.

  • az148 says:
    01/05/21 at 19:54:29

    Can we set a NO RETURNS policy?

    BonanzaShelly says in response:
    01/06/21 at 06:12:54

    Hi az148! Yes, you can set a No Returns policy. Under Booth Settings go to Shipping & Returns to add your policy.

  • MommyOf2QTsWaxWorks says:
    01/05/21 at 21:37:13

    My return policy is “all sales final” (meaning in my mind = no refunds or returns) but it really doesn’t matter. The buyer can always get a refund by filing an “item not as described” claim through their payment processor. I’ve yet to have a payment processor honor my stated return policy.

    BonanzaShelly says in response:
    01/06/21 at 06:15:20

    Hi MommyOf2QTsWaxWorks! You’re right, a buyer can file a claim with PayPal that the item was not as described. You would need to send proof that the item was as described to PayPal. I have seen many cases overturned in the seller’s favor.

  • Adi_Clothes says:
    01/06/21 at 04:31:21

    Great , Thank you

    BonanzaShelly says in response:
    01/06/21 at 06:37:05

    You’re welcome, Adi_Clothes!

  • Nordstromsauto says:
    01/06/21 at 06:31:28

    Thanks Shelly. Great information to keep us moving in the new year. We sell on several channels and returns are inevitable so a detailed return policy helps both the seller and buyer understand what is to be expected should a return be needed. I agree that the smoother the process for the buyer, the better it will be in the long run for the seller.

    BonanzaShelly says in response:
    01/06/21 at 06:38:29

    Thanks, Brian! As always, we appreciate your input. Happy New Year!

  • WHY-NOT-SAVE says:
    01/06/21 at 08:24:37

    Nicely written. I agree that returns are important but the last paragraph that says: “Research shows that 92% of shoppers will purchase from a seller again if they provide a seamless returns process” is a bit misleading. The research referenced said that 92% of buyers would be willing to purchase again from a seller who offered a seamless return process. It didn’t say that they “will” purchase from them again.

    BonanzaShelly says in response:
    01/07/21 at 10:27:12

    Hi WHY-NOT-SAVE! Thanks for your comment. So sorry, I did not mean to promise a repeat sale by refunding, but meant that building trust with your buyers by offering a seamless return policy can benefit a seller.

  • supsilver says:
    01/06/21 at 18:51:41

    Thank you for wonderful information. Happy New Year! Take care and stay safe.

    BonanzaShelly says in response:
    01/07/21 at 10:27:35

    You too, supsilver! Happy New Year!

  • The_Booth says:
    01/06/21 at 19:49:18

    Thanks for the information.

    BonanzaShelly says in response:
    01/07/21 at 10:27:55

    You’re very welcome, The_Booth!

  • Exotic_Jewelry says:
    01/06/21 at 21:25:55

    Thanking for this precious information.
    Happy New Year to you and your family.

    BonanzaShelly says in response:
    01/07/21 at 10:28:32

    You’re very welcome, Exotic_Jewelry! Happy New Year to you as well!

  • NHUTN says:
    01/06/21 at 22:12:49

    Thank you for information.

    BonanzaShelly says in response:
    01/07/21 at 10:28:49

    You’re welcome, NHUTN!

  • Dargini says:
    01/06/21 at 22:34:36

    Thank you very much Shelly. Didn’t know 30% of items are returned. And wish you a happy new year!

    BonanzaShelly says in response:
    01/07/21 at 10:29:20

    Happy New Year to you, too, Dargini!

  • Inosha says:
    01/07/21 at 17:29:15

    Thanks shelly..

    BonanzaShelly says in response:
    01/11/21 at 12:00:06

    You’re welcome, Inosha!

  • gravityvideo says:
    01/07/21 at 19:49:43

    Some experience on general returns:
    I have a very liberal return policy. My standard on refunds is that everything is a 90 day money back guarantee. This has cost me sales anywhere from $3 to $150. I always pay the return shipping, so I do the math beforehand. If the resale price will not cover the cost of their shipping they paid, plus the return label, I won’t ask for a return. I’ve gotten in the habit of asking customers in these situations to email a picture of the damage or defect and I refund it. I’ve only had to do this a few times, and most are regular customers so it hasn’t been a problem with any policy abuse.
    I have maybe 1% returns also, which has a lot to do with what I sell, but it also rewards me with return customers.

    BonanzaShelly says in response:
    01/11/21 at 12:02:54

    Thank you, gravityvideo, for sharing your experience!

  • Racksoffprice says:
    01/07/21 at 20:02:51

    Hi Shelly – Thanks for the breakdown and steps – Very helpful.

    BonanzaShelly says in response:
    01/11/21 at 12:03:11

    You’re welcome, Joe!


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