Damage Resolution

The default resolution order should be:

  1. Replacement
    Used when a replacement is available.
  2. Partial refund
    Used for minor damage that does not materially affect the tree.
  3. Full refund
    Used when the tree is dead on arrival or substantially damaged.

The vendor will make the initial resolution decision. BonsaiTrader may review the decision if the buyer disputes the outcome.

Cost Responsibility

The vendor should be responsible for losses resulting from:

  • Inadequate packaging
  • Shipping damage
  • Dead-on-arrival plants
  • Incorrect items being shipped

BonsaiTrader should not absorb these costs except in rare situations where the platform is demonstrably at fault.

Claim Window

  • Buyers must report an issue within 48 hours of documented delivery.
  • This helps ensure claims are related to shipping rather than post-delivery care.

Proof Requirements

To file a claim, the buyer should provide:

  • Photos of the plant from multiple angles
  • Photos of the shipping box and packaging
  • A photo of the shipping label
  • A brief description of the issue

These materials will help the vendor and BonsaiTrader evaluate the claim fairly.

Claim-Handling Process

Step 1: Vendor Resolution

The buyer must contact the vendor directly through the BonsaiTrader messaging system.
The vendor will have three business days to resolve the issue.

Step 2: BonsaiTrader Escalation

When no satisfactory resolution is reached, the buyer may escalate the claim to BonsaiTrader.
BonsaiTrader will review the available evidence and make the final marketplace decision.