Mediation

Managing Mediation between users as an authorised administrator

Path: SBO > Mediation

• Definition

• Create a mediation

• Read a mediation

• Update a mediation

  • Handling refunds for a mediation

• Delete a mediation

• Related resources

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.

The commission fields are prefilled with the default values applied to the concerned users.

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:

Path: SBO > Bookings > Payments > Payout

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

Figure 9

Refunds executed through mediation always withdraw the funds from the user's wallet the platform administrator determined to be in debt.

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.

Delete a mediation

Mediations cannot be deleted.

Related resources

SBO :

• Payments management

Dashboard:

• Mediation management dashboard (Mediation feature)

Bundle configuration:

• Mediation feature - Configuration

Business rules:

• Mediation feature - Business rules