Relentless Simplicity - The Bonanza Blog

Welcome to the Bonanza Blog! Find all the latest news about our online marketplace, with information about getting the most out of selling online and effectively managing your online shop.

Updates to Bonanza Support

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Hello Bonanza Community! Jackson, Head of Customer Support here, touching base with you about our award-winning support team. Last year Bonanza took top spots for Customer Service, Communication, and Ease of Use In the EcommerceBytes Sellers Choice Awards 2020. Our team was thrilled to receive this positive feedback, but we have not rested on our laurels. We've all been working hard this past year to make our customer support services even better. Our goal is always to get you the help you need quickly and efficiently.

Shorter first-reply time

We wrapped up the year accomplishing our goal of an average of Less than 24 hour First Reply Time. When you need help, we want to get you answers fast. You can write to our support team using [email protected] or from our Contact Support page.

Streamlined support ticket triage

We have streamlined the support ticket triage process. Once you've contacted us, our triage manager, Judy, handles your support ticket expeditiously by getting it into the hands of the most experienced agent for your question. This optimized flow has contributed to our shorter first-reply time.

We also have a new helper called Answer Bot. When you write to support, relevant... (continued)


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... (continued)


How-to Videos to make your holidays easier

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Happy Holidays everyone! I have a couple of videos that I thought you might find helpful in the midst of sorting and sending your holiday orders.

Add a Tracking Number

First, let's take a look at tracking numbers. You've received an order (hooray!), you have packaged it securely, and it is ready to ship. If you purchase a USPS shipping label directly from Bonanza using the "Buy shipping" link under the order summary, the tracking number and shipping address are automatically added. Note that the shipping address cannot be edited once a sale is complete to ensure that the cost of the label is based on the postal code the buyer entered at checkout. If the buyer requests to change the shipping address after an order is complete, we recommend refunding the transaction and having the buyer complete checkout again with the correct shipping address so that you comply with the payment processor's seller protection policies.

Alternately, you may choose to purchase a shipping label from a third-party provider and manually enter the buyer's shipping address. If you purchase shipping from a third-party provider, such as USPS, you can manually mark the transaction as shipped and enter applicable tracking so... (continued)


Why a Sustainable Packaging Experience is a Holiday Gift in Itself

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Guest blog post written by Lyle Jarvis at noissue.

With the holidays rolling in, the planet pays a price for packaging waste. The rising demand for things like plastic, paper, bows, ribbons and wrappers all add up and take a toll on the Earth’s landfills. Just in America alone, holiday gift givers will toss an extra 25 million tons of trash away between Thanksgiving and the new year.

The thing is, this kind of packaging is becoming a little outdated – and increasingly out of style.

Think about it. These days more than ever, we find ourselves moving ‘out with the old, and in with the new’ in several aspects of daily life. Our kitchen cabinets come filled with newer, more natural products than the ones before them. Our cars cause lower emissions than they did ten years ago. Things are newer, fresher, smarter, cleaner, greener – because it’s becoming cooler and cooler to care.

In the same way, packaging up gifts for the holidays doesn’t look quite like it used to. And here’s a few reasons why that’s awesome for modern businesses (and the planet alike).

The Ins and Outs of Shipping Sustainably

1. You’ve heard it’s... (continued)


New Bonz Merch!

Our Bonz Merch booth is organized neatly at Bonanza HQ.

Hi, I'm Kyrie! I work as Bonanza's office manager. With the crazy year we've had, the office has been closed with our team working from home. So I have had a lot of time to go through our Bonanza merchandise and I've brought in some great new items!  You'll find new styles of t-shirts and hoodies all at great prices. We've got stocking stuffers, such as pens and stickers, a nice aluminum water bottle, and a drawstring backpack.

If you've been saving up tokens from our reward program, you may be able to use them in the store. Check out the available rewards here:  https://www.bonanza.com/rewards. We've got something for everyone, all available in our Bonanza Merchandise booth. If you love selling on Bonanza, get something that lets you shout it from the rooftops. Check out our new and favorite items below:

NEW! Bonanza Playing Cards
Cards

Represent your favorite online marketplace with these classic Bonanza playing cards! Many of us have probably picked up their cards in the last few months, and there is nothing like a fresh deck. Easy to shuffle, smooth card stock.... (continued)


Join our Site-wide Sale

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Happy December, Bonanzlers! I'm Judy, triage manager for the support team. I also own and operate my own business with a booth on Bonanza from my home in Kansas. I thought it would be fun to let loose and have Bonanza host a community-wide DIY sale! We can all create a coupon in our booths using the same code (BonanzaHolidays2020). Each seller can set their own discount for the code. As we spread the news of the site-wide sale, it will not only benefit our booths, but each other, as well! We will be harnessing the power of our sellers and harkening back to past, spontaneous sales coordinated in the Bonanza forums. The variety of sellers we have means there are gifts for just about everyone!

Everyone can join in!

  • The sale is aimed at shoppers looking for last-minute deals in early December when shipping is still a safe bet to arrive by December 24.
  • Our Community Sale will start on December 3rd and run through December 10th, 2020.
  • Sellers can participate by creating a coupon code and naming it 'BonanzaHolidays2020'.
  • You can choose any percent for a discount on your coupon. Although your coupon code will share the... (continued)


TurboTraffic Raffle Winners

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All the names from the comments on the blog were entered onto the Wheel of Names and we spun it to select our ten winners.

Here are our lucky winners of a free TurboTraffic package.

  • Amy_BargainBin
  • CountryLaneJewelry
  • public-direct
  • caprice86
  • TimePeace
  • themotorcyclestore
  • DavidL2727
  • Vintagesan
  • spanallin
  • Extra_Mile_4_You

I've already applied the traffic boost to the winners' booths. The extra advertising is starting today.

Congratulations to our winners and thank you to all that entered the raffle. Now is the best time of year to add a traffic boost to your booth! To purchase this extra advertising for the holiday weekend, click on the link below. For more information, check out Brianna's video.

Have a happy and safe Thanksgiving to all!


TurboTraffic Raffle

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We're in the fourth quarter now looking right at the holidays. Everyone is all set for some sales! We want to help you make them by having another TurboTraffic Raffle. Just comment below and you will be automatically entered into our raffle.

Since people are shopping for most items year-round, TurboTraffic packs are effective anytime. But they work best when the world is really in the mood for shopping - can you say, Black Friday? Cyber Monday? The entire month of December?

The holiday season offers more bang for your TurboTraffic advertising buck because shoppers are urgently purchasing gifts and are more likely to convert into sales. We’re raffling off ten TurboTraffic pack prizes right now so that you can take maximum advantage of the upcoming holidays.

Comment below by Tuesday at 5 pm on Nov. 24th to be entered to win TurboTraffic!                                                                                                     

I also wanted to let you know... (continued)


Seller Spotlight: ECUALAMA

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Hi, Shelly here. Occasionally we like to use the blog to shine a spotlight on some of our great sellers. We have a wonderfully diverse group of sellers on Bonanza, with a lot of small businesses you might want to support. I interviewed ECUALAMA this week to learn how their business started, what makes them tick, and what advice they have for other sellers. I'm excited to introduce you to Nataliya!

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Seller name:

Nataliya. Check out her booth here!

How did ECUALAMA get its start?

I moved to Ecuador from Russia, and one day I met a man in a park in Quito who sold snail cream. He had jars with cream and live snails. I decided it was an interesting product, so I bought it and sent it to my friends in Russia. A week later, they asked me to send them 10 more jars. I sent it to them and opened a Bonanza account, deciding that this product would be of interest to many. After that, I added some blankets to the booth, which the artisan families weave from alpaca. It was 8 years ago. This is how I started Ecualama: snail cream and alpaca blankets.

What advice... (continued)


The Unboxing Experience

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There’s scientific research behind the concept of retail therapy. When people are sad, they spend money to cheer themselves up. When people are happy, they spend money to celebrate that joy. Instant gratification and impulse purchases are big money makers for retailers. Taking advantage of the emotional aspect of shopping is harder for e-commerce sellers since instant gratification is removed from the equation. However, online shopping provides a rush that in-person can’t offer, and that’s sweet anticipation - the increase of pleasure by delaying or restricting it. According to Hubspot, “While consumers crave immediate ownership, they find the acquisition sweeter when they have to wait for it.”

Think back to the last time you received a package in the mail. Excitement and delight most likely washed over you as you eagerly ripped it open. Imagine how much better the experience would be if, instead of its’ typical bruised cardboard box, your package arrived and looked like an actual gift. Creating a thoughtful unboxing experience is a low-effort, high-impact way to wow your customers. This is the final opportunity to let your brand shine and leave a lasting impression, encouraging repeat shoppers, and providing a consistent experience from beginning to end.

... (continued)


New! PayPal Credit

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Shelly here! We've heard from our community that you want more payment options on Bonanza. This past spring, we made Stripe available as a payment processor to all sellers. As the holidays grow nearer, we've added a new payment option in the cart: PayPal Credit. Shoppers can use PayPal Credit's digital, reusable credit line to shop at any seller's booth on Bonanza. Whether you're buying the perfect gift or purchasing a new couch, you can get 6 months special financing on purchases of $99 or more every time you shop with PayPal Credit.

With PayPal Credit, customers can pay over time, while you, the seller, get paid in full, upfront, every time. You take on no additional risk — PayPal even collects the payments — so you can confidently go about business as usual with the support of one of the most trusted digital wallets. Buyers will get a credit decision in seconds with a quick application, making larger purchases feasible.

As a buyer, PayPal Credit is everything you love about PayPal – and more.

All the benefits of PayPal when you shop with PayPal Credit

Purchase Protection

If something goes wrong with your order, PayPal will reimburse you... (continued)


Getting Positive Feedback

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In the last two blogs, we talked about transparency and communication. Today, let's talk about feedback.

Simply sending your customer a reminder to leave feedback is an option, but there’s a better way to bring it to their attention. Instead of contacting a customer out of the blue and telling them how valuable it is for you to receive feedback, start a conversation about them. Your priority should be ensuring your customer is satisfied. Let “asking for feedback” be an afterthought. If your customer is already satisfied with your product, it will feel natural to end the interaction with a link to provide feedback or a review.

When a buyer leaves feedback - whether good or bad - you should thank them for taking the time to rate the experience. If the feedback is negative, ask how you can improve in the future, then be sure to follow through and make those changes. Many sellers wish to just get their bad feedback removed from the site, rather than identifying where the breakdown was in the process and then adjusting as necessary to avoid bad feedback in the future. Being proactive about your customer experience will be beneficial to your business in... (continued)


Customer Communication

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Elements of a Stellar Customer Experience

There are three main components your business should focus on - transparency, communication, and feedback. In this second of a three-part series, we'll address communication.

Communication

Similar to transparency, communication is a crucial pillar in the foundation of your customer service experience. It starts from the first moment a shopper finds your listing and continues even after the shopper has received their order.

Prior to purchase:

  • Make yourself available to shoppers. The manner in which you handle questions will speak volumes to a customer who has never shopped with you before. It’s your first chance to prove that you are trustworthy, helpful, and eager to earn their business. It also helps remove other potential barriers to the purchase, such as “Will this fit me?” or “Will this part work with my car?” If you’re new to Bonanza, here’s a quick refresher on how email works on Bonanza (we call it 'Bmail').
  • Strive to make your response times as quick as possible. This helps prevent shoppers from abandoning their purchase and looking elsewhere, and it gives shoppers an idea of how future business with you will proceed. In this day and age, people don’t expect... (continued)


Transparency for a Stellar Customer Experience

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As an independent business in the big ocean of ecommerce retailers, providing excellent customer service is not an option – it’s a necessity. We promise we’re not saying that just because we think it’s nice to be nice (although we do). Nearly three out of five Americans (59%) will try a new brand or company if they think they’ll have a better service experience. With countless retail choices only a click away, online shoppers can (and will) do this easily.

There’s also the matter of repeat business to consider. On average, you are seven times more likely to sell to an existing customer than to acquire a new one. Providing superior customer service is one of the best ways to ensure that you stand out in customer’s memories the next time they are shopping.

So what exactly makes for a stellar customer experience?

Elements of a Stellar Customer Experience

There are three main components your business should focus on - transparency, communication, and feedback. In this first of a three-part series, we'll focus on transparency.

Transparency

Transparency refers to being upfront and honest with customers whenever possible. It increases the likelihood of positive feedback, which helps you get new customers.... (continued)


Relisting Items

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Hi folks! I'm Wanda, a Seller Happiness Producer on Bonanza's support team. I work with Brianna making tutorial videos for our help pages and YouTube channel. I just finished a new one called "How to Relist an Item on Bonanza".

Once an item is sold on Bonanza, it can no longer be edited. This means you cannot update the quantity and set it back for sale, but we have a simple tool you can use to relist that item. #relentlesssimplicity

Relisting items

To relist your item(s), hover your mouse over the "Selling" link and select "Recent sales" from the drop-down menu.

Locate the order containing the item(s) you wish to relist, then click the "Relist items" link under the transaction summary. 

All items in the order will be set to "Items ready to post" status. You must update your booth from the "Selling > Add or edit items" page to post the item(s) in your booth for interested buyers to view and purchase. You can delete any items from the order that are not in-stock prior to updating your booth. 

I have more than one quantity of my item available, do I have to relist it every time... (continued)


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