# Mediation
{% hint style="info" %} Path: SBO > Mediation
{% endhint %}
* [Definition](#id-1.16.x-mediationmanagement-disputebundle-definition)
* [Create a mediation](#id-1.16.x-mediationmanagement-disputebundle-createadispute)
* [Read a mediation](#id-1.16.x-mediationmanagement-disputebundle-readadispute)
* [Update a m](#id-1.16.x-mediationmanagement-disputebundle-updateadispute)[ediation](#id-1.16.x-mediationmanagement-disputebundle-updateadispute)
* [Handling refunds for a mediation](#id-1.16.x-mediationmanagement-disputebundle-handlingrefundsforadispute)
* [Delete a mediation](#id-1.16.x-mediationmanagement-disputebundle-deleteadispute)
* [Related resources](#id-1.16.x-mediationmanagement-disputebundle-relatedresources)
## Definition
The mediation feature, sets up a system where users and the super administrator/administrator can manage a disagreement situation from the platform with automated processes.
WHO CAN USE THIS FEATURE?
Logged super-administrators or administrators
## Create a mediation
Askers or offerors can initiate this process from their booking summary.
## Read a mediation
Each opened mediation block displays:
* The mediation status
* The booking related to the mediation
* The booking asker
* The booking offeror
* The total amount of the booking
Figure 1
To see the mediation details, click the “pen” icon when hovering your mouse in the mediation block.
Each mediation detail page displays:
* mediation ID (figure 1)
FIgure 2
* The message from the user who opened the mediation (figure 2)
Figure 2
* An overview card (figure 3) providing a summary of the refund made for this mediation (if done):
* Asker and asker name and amount
* Offeror and offeror name and asker name
* Platform fees
Figure 3
## Update a mediation
Authorized administrators can manage refunds in case of a mediation (figure 4).
Figure 4
Authorized administrators can adjust the refund amounts by either:
* Sliding the buttons from left to right automatically updates the refund amount for the other user.
* Enter numerical values in the numerical fields to automatically update the refund amount for the other user.
{% hint style="info" %} The commission fields are prefilled with the default values applied to the concerned users.
{% endhint %}
Click “save changes” (figure 5) to save the refund amounts. At this stage, the refunds are not done yet.
Figure 5
Clicking “Resolve mediation” (figure 6) to apply the refund and solve the mediation (figure 7).
Figure 6
Figure 7
#### Handling refunds for a mediation
Asker refunds are automatically done and listed in the “Payments” section (figure 8) accessible as follows:
{% hint style="info" %} Path: SBO > Bookings > Payments > Payout
{% endhint %}
Figure 8
However, offeror refunds need to be manually executed by authorized administrators (figure 9).
The payout process is described in the following documentation: [Payments management](/v2.0/superadmin/bookings/payments-management.md)
Figure 9
{% hint style="info" %} Refunds executed through mediation always withdraw the funds from the user's wallet the platform administrator determined to be in debt.
{% endhint %}
{% hint style="info" %} The mediation must be done directly through the SBO. We do not advise doing a transaction to solve a mediation outside of the platform as it can not be recognized by the system.
{% endhint %}
## Delete a mediation
Mediations cannot be deleted.
## Related resources
**SBO :**
* [Payments management](/v2.0/superadmin/bookings/payments-management.md)
**Dashboard:**
* [Mediation management dashboard (Mediation feature)](/v2.0/dashboards/bookings-dashboard/mediation-management-dashboard-mediation-feature.md)
**Bundle configuration:**
* [Mediation feature - Configuration](https://app.gitbook.com/o/azXNS7QsS7i7yvHBE0Vd/s/48kJGhK5Y4iz7z18FdIT/~/changes/35/v1.16/bundles-configuration/mediation-bundle)
**Business rules:**
* [Mediation feature - Business rules](https://app.gitbook.com/o/azXNS7QsS7i7yvHBE0Vd/s/48kJGhK5Y4iz7z18FdIT/~/changes/35/v1.16/business-rules/mediation-bundle)
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