Automated Mediation is an opportunity for platforms and marketplaces to make support scalable and more efficient

With the many transactions taking place on marketplaces and platforms, there are chances of disputes arising between buyers and sellers. For instance, the condition of the product may be different from described, or perhaps it has been damaged in transit. Either way, it is important to resolve these disputes quickly so that both parties look back on the transaction with satisfaction. Effective support is key in this regard. But how do you deliver this at scale while ensuring that dispute resolution is more efficient? Automated Mediation can make a big difference here.

What is Automated Mediation?

Automated Mediation is a solution from Online Payment Platform that allows buyers and sellers on marketplaces and platforms to resolve their disputes between themselves in an intuitive, automated way without platform intervention, through a user-friendly interface.

How does it work?

Friction over a deal between users usually arises after the transaction has taken place. When payment is completed and the product arrives damaged, for example, or the buyer is disappointed with the service provided, Automated Mediation allows the buyer to easily describe their problem, upload photos and use a decision tree to suggest one or more solutions to the seller.

For example, the buyer can propose a discount on the original price or even a full refund. The seller receives the photos and proposed solutions and can choose the preferred option. If the chosen option includes a discount, OPP automatically refunds the agreed amount to the buyer and the remaining amount is transferred to the seller. However, if the seller does not want to accept any of the proposed solutions, the dispute is still escalated to OPP's support team.

What are the benefits of Automated Mediation?

• Faster settlement of disputes
  Especially when a marketplace or platform operates on a large scale, handling disputes can be very time-consuming and costly. By automating this process while making self-service central to it, it is possible to reach a resolution much faster that both parties are happy with.

• Better user experience
  By giving buyers and sellers on marketplaces and platforms the right tools, they can reach an agreement themselves without depending on the support team. By giving them control over the process of reaching a suitable solution themselves, this ultimately leads to greater satisfaction for both parties.

• Less interaction needed in escrow disputes
  Automated Mediation can significantly shorten the support process for disputes over escrow payments considerably. For example, questions concerning escrow transactions require 5 to 10 times less interaction is needed with the support department. Previously, a separate had to create a separate ticket and questions and answers were sent back and forth at longer intervals. Thanks to an automated flow, there is an answer within a few clicks and the problem is solved faster resolved.

• Room for focus on complex disputes
  With Automated Mediation, platforms and marketplaces may be able to >75% of disputes between users automatically resolved without being part of the conversation. This means there will be less pressure on the support team, which can thus devote more attention to support in complex disputes.

Automated Mediation is the result of our years of experience in handling disputes between millions of buyers and sellers for Europe's largest marketplaces and platforms. The innovative solution offers a huge opportunity to further optimize the user experience on the platform and set up a much more effective support process.