Marketplace two-sided mediation

Use this when buyer and seller (or guest and host, traveler and property) both have a case. Hear both sides, mediate plainly, and justify any exception.

What you need first

Both sides' records — orders, messages, photos, timestamps — the marketplace policy passage for this dispute type, the payment and fee history, and the escrow or hold state of the money.

Name the dispute type first

Item not received, not as described, damaged, cancelled late, a no-show, a fee or payout question, or conduct. Each type has its own policy passage and its own evidence standard; a case that fits none goes to the owner rather than a made-up rule.

Hear both sides from the records

What each claims, what the evidence confirms — timestamps, photos, tracking, the platform messages — and what stays UNKNOWN. Weigh evidence the platform saw over evidence one side describes. Never share one side's private details, messages, or identity with the other, and never take a side in the tone of a message.

Rule against the passage

Name the outcome the policy gives and the evidence that decides it. Partial remedies are normal: a partial refund for a partial failure, a fee waived without a payout reversed. An exception from the passage needs its reason written and stays inside the approval limit; past it, or where both sides have a plausible case the evidence cannot settle, the packet goes to the senior or legal path, not to a guess.

Draft one message per side

Each side gets its own draft: the decision, the evidence it rests on, the next step with a date and an owner, and how to appeal. Plain, neutral, no blame. Both stay staged for the owner's yes, and money moves — refunds, payouts, holds, fee waivers — only after that yes.

Output

The dispute read with the policy citation, the ruling with its evidence, and the per-side drafts. No payouts, waivers, holds, or exceptions without the owner's yes.

When the records are thin

Thin records mean a narrower ruling, not invented facts. Say which record — a photo, a tracking scan, a message — would settle each UNKNOWN, and ask the side that would have it.