Updates to Bonanza Support

image of bullhorn, notepad, speech bubble

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 help pages will be automatically suggested to you based on the question you ask. With this, you may be able to obtain the answers you need even before Judy has had a chance to triage your ticket!


YouTube support series

Brianna and Wanda from the Customer Support team have been busy making new tutorial videos. If you are not subscribed yet, you can do so HERE. These videos are an easy way to see exactly how to accomplish your tasks. Have you ever looked at your billing statement and wondered how to see your annual sales report? Wanda shows you how simple that is HERE. Brianna helps you to check your advertising rate so you can choose the best level for your business. She also shows you how to create a shipping profile to easily adjust your shipping options in bulk HERE. Brianna and Wanda will continue to create videos that make selling easier for you in 2021. We'd love to hear your ideas for future videos in the comments below.


Updated Help Center

If you are a DIYer, you've probably looked up answers to your questions in our help center. We updated the help center this year to help you effectively navigate the articles. We have also been working on increasing the self-service options. Our goal is to provide you with the information you need, so we have added even more new help articles and videos.

At Bonanza, we are constantly striving to improve. If there is anything that you haven't been able to find an answer for in our help pages, please let us know in the comments. Sometimes we just need to add a new keyword to ensure we are pointing you in the right direction. And don't forget to make your voice heard by voting in the EcommerceBytes Sellers Choice Awards 2021 !

66 responses to Updates to Bonanza Support

  • lostlizard says:
    01/19/21 at 16:55:51

    Thank you!

    BonanzaJudy says in response:
    01/21/21 at 03:54:46

    Hi Lostlizard

    Most welcome!

  • SpaceAgeAntiques says:
    01/19/21 at 17:03:53

    You guys are first rate! Thanks for all of your assistance over the years.

    BonanzaJudy says in response:
    01/21/21 at 03:55:13

    Hi, SpaceAgeAntiques

    It is our pleasure to serve our sellers!

  • tomwayne1 says:
    01/19/21 at 17:26:10


    BonanzaJudy says in response:
    01/21/21 at 03:55:29

    HI, tomwayne1!

    Thank you so much!

  • LisasTreasures4U says:
    01/19/21 at 17:46:55

    Thank you for all your help!

    BonanzaJudy says in response:
    01/21/21 at 03:55:49

    HI, LisasTreasures4U

    You are most welcome!

  • NeillsDeals says:
    01/19/21 at 17:47:12

    We greatly appreciate each of you, thank you!

    BonanzaJudy says in response:
    01/21/21 at 03:56:28

    Hi, NeillsDeals,

    Thank you ever so much!

  • MarieADawson says:
    01/19/21 at 17:57:26

    Thank You for the up-date. Bonanza customer support has always been Grade A. Keep up the great work!

    BonanzaJudy says in response:
    01/21/21 at 03:57:53

    Hi, MarieADawson,

    It is support’s great pleasure to be able to serve the Bonanza community!

  • supsilver says:
    01/19/21 at 18:33:01

    Wonderful information. Thank you and Take care

    BonanzaJudy says in response:
    01/21/21 at 03:58:29

    HI, supsilver

    We are glad to hear the info was useful.

  • SandraJ721 says:
    01/19/21 at 18:49:24

    I would to return jacket. It is not a normal size 3 xl
    Please send me a return label

    BonanzaShelly says in response:
    01/20/21 at 11:05:36

    Hi Sandra, so sorry to hear that the jacket did not fit. I checked in with the seller and they said they are working with you to get this item returned. Thanks for shopping on Bonanza!

  • TnT_Deals says:
    01/19/21 at 19:08:44

    Good to hear. I f I ever have anymore problems I will know how to get help. Thanks.

    BonanzaJudy says in response:
    01/21/21 at 03:59:10

    Hi, TnT_Deals

    Good deal! We hope you do not have any issues but if you do support is happy to help.

  • varietyforyou_56 says:
    01/19/21 at 19:50:37

    Hi, congrates bonanza. Please do solve about the buyer’s contact details. We International seller need their complete details for shipment request. I am using Fedex priority,fedex need to contact them for authorise release. Each time get order, we need to contact buyers for their contact,this will effect our ship on time rate. Thanks in advance

    BonanzaJudy says in response:
    01/21/21 at 12:21:12

    HI, varietyforyou_56

    Your input is appreciated! We are so sorry to hear about the buyer’s contact information creating issues for your business model. While that ability is not currently available, Bonanza is always working on features and functionality to make things better for sellers and buyers!

  • antivirusspecialist says:
    01/19/21 at 20:15:47

    Thank you for adding new help articles and videos.
    Kudos to Customer team

    BonanzaJudy says in response:
    01/21/21 at 12:21:40

    Hi antivirusspecialist

    So glad you find the videos and help articles useful!

  • New_Line_Store says:
    01/19/21 at 20:17:56

    Wow Good :)

  • WillieW232 says:
    01/19/21 at 21:16:57

    I made a purchase on 1/4, still have not received my purchase. I contacted the seller and did not get an answer, what is my next step besides disputing the payment? Thank you.

  • DonnaDesertDesigns says:
    01/19/21 at 22:41:34


  • Ranjith_Dharmakeerth says:
    01/19/21 at 23:04:14

    help me

    bonanzajackson says in response:
    01/20/21 at 17:12:38

    We’re always happy to help! Please email us directly at [email protected].

  • Fantasy_Zone says:
    01/19/21 at 23:05:07

    You got my vote this year — top rated for most of the categories, in fact.

  • smartecom_3 says:
    01/20/21 at 00:11:19

    Thanks a lot for info.It’s a pleasure to work with you.


    bonanzajackson says in response:
    01/20/21 at 17:12:22

    Great working with you as well!

  • Iroshan_ says:
    01/20/21 at 00:51:01

    awesome,greatwork,thank you

    BonanzaShelly says in response:
    01/22/21 at 07:13:19

    You’re so welcome, Iroshan!

  • All_in_all_India says:
    01/20/21 at 01:19:39


  • tmac47 says:
    01/20/21 at 03:11:55

    Bonanza needs a telephone service!…We need a person to talk with instead just the internet.

    bonanzajackson says in response:
    01/20/21 at 17:12:06

    We hear you! Our hope is to eventually bring back our phone support, however we’re just unable to support an additional contact channel at this time. Thanks for your understanding.

  • Giamer says:
    01/20/21 at 03:53:22

    Sounds good. Kudos.

  • ArtizayIndia says:
    01/20/21 at 04:26:29

    Hello Bonanza,
    I have voiced my opinion on Ecommerce Bytes, I am sure you will take the cake this year too…

    bonanzajackson says in response:
    01/20/21 at 17:11:29

    Thank you for sharing!

  • Dargini says:
    01/20/21 at 06:21:36

    Congratulations Bonanza! Already voted for Bonanza on EcommerceBytes Sellers Choice Awards 2021 and we hope you will be able to take this award again this year.

    bonanzajackson says in response:
    01/20/21 at 17:11:19

    We hope so too! Thank you for voting :)

  • Winston1f says:
    01/20/21 at 06:24:58

    I don’t need this!

  • Bootsies says:
    01/20/21 at 08:46:18

    Thank you! We are grateful to each of you.

    BonanzaShelly says in response:
    01/22/21 at 07:12:54

    You’re very welcome, we are happy to have you with us at Bonanza, Bootsies!

  • Bootsies_Home_Garden says:
    01/20/21 at 08:47:06

    Keep being amazing and The Best! Many thanks!

    bonanzajackson says in response:
    01/20/21 at 17:10:59

    Thanks for the kind words!

  • mydaddysattic says:
    01/20/21 at 09:21:46


    bonanzajackson says in response:
    01/20/21 at 17:10:49

    Hi Mydaddysattic,

    Thanks for sharing. We’re constantly striving to improve the importers and it remains our number one priority. Thanks for your continued patience there.

  • Armarzze_Graphics says:
    01/20/21 at 11:21:52

    Very good and much needed improvement, great job you guys.
    Keep up the good work.

    BonanzaShelly says in response:
    01/21/21 at 05:45:49

    Thanks, Armarzze_Graphics! The team does a great job!

  • jjreseller says:
    01/20/21 at 11:27:52


    BonanzaShelly says in response:
    01/21/21 at 05:46:45

    Agreed, jjreseller! Thanks!

  • luxiva_store says:
    01/20/21 at 11:44:20

    bonne nouvelle merci

  • BENART says:
    01/20/21 at 14:38:10

    Thank you!

    BonanzaShelly says in response:
    01/21/21 at 11:54:31

    Glad to help, BENART!

  • Get_Ultimate_Now says:
    01/20/21 at 16:10:09

    Thank you.

    BonanzaShelly says in response:
    01/21/21 at 11:54:05

    You’re welcome, Get_Ultimate_Now!

  • bingoshop says:
    01/20/21 at 19:27:36

    Very Good. Thank you!

    BonanzaShelly says in response:
    01/21/21 at 11:53:29

    Thanks, bingoshop!

  • Nola_Discount_Shop says:
    01/21/21 at 12:57:42

    Awesome! We appreciate your assistance. Happy New Year!

    BonanzaShelly says in response:
    01/22/21 at 07:04:53

    You’re welcome, happy New Year to you as well!

  • BookbinEtc says:
    01/21/21 at 15:41:45

    I’ve always found Bonanza Support to be first-rate!
    Thanks for the links to the new videos. I’ll be sure to check out the shipping profile one.

    Keep up the good work.


    BonanzaShelly says in response:
    01/22/21 at 07:05:18

    Will do, BookbinEtc! Take care!

  • Finally_Retired says:
    01/21/21 at 19:32:35

    I am just getting started & am exploring all that you offer. I wonder if I can sit up my own shipping where I print out my postage. Very happy to start work with you.

    I would be happy if you could make a step by step way to maneuver through you website. Thank you in advance & thank you for being there.

    Plus since I am leaving ebay I am contacting all my buyers & let them know where I am.

    BonanzaShelly says in response:
    01/22/21 at 07:11:32

    Hi Finally_Retired! Welcome to Bonanza, we’re so happy to have you here! You can purchase a shipping label right here on Bonanza. Here’s the help page: https://support.bonanza.com/hc/en-us/articles/360001346552-How-do-I-buy-postage-and-print-a-shipping-label- You may also enjoy the video on navigating the site here: https://www.youtube.com/watch?v=AlmppjBUX6o. If you have any specific questions we’d be happy to help at [email protected].

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