Mediation feature
Allows users and the super administrator/administrators to resolve disagreements arising from an automated processes on the platform
Why
The mediation bundle or mediation management sets up a system where users and the super administrator/administrator can manage a disagreement situation from the platform with automated processes.
The bundle reinforces the administrators' role on the Marketplace as a trusted and objective third party.
Their role is to guarantee a good relationship between the two unsatisfied parties and to provide additional security because of an indirect transaction.
It also adds credibility to the platform with its ability to accompany 2 parties in a disputed transaction, thanks to the management online of such situations.
Moreover, administrators don’t have to implement off-platform systems for such circumstances.
This reinforces customer trust rather than having them send an email to dispute@xxx.xxx.
Which context
Mostly for BtoC marketplaces.
Can be used by all marketplaces should disagreements occur.
Interfaces
You can find here all interface documentation related to the Mediation bundle.
SBO:
Dashboard:
Configurations
SBO > Other > Feature > Boooking > Mediation
Access rights
Dashboard > Booking > Mediation
Workflows
Booking accepted => Mediation opened => Super-administrator manage it => Refund is done => Dispute closed.
Special rules
There are no special rules for the Mediation feature
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