Mediation feature

Allows users and the super administrator/administrators to resolve disagreements arising from an automated processes on the platform

• Why

• Which context

• Interfaces

• Configurations

• Access rights

• Workflows

• Special rules

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 [email protected].

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:

• Mediation management (Mediation feature)

Dashboard:

• Mediation management dashboard (Mediation feature)

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