---
name: "marketplace-two-sided-mediation"
description: "Use when buyer and seller (or guest and host, traveler and property) both have a case: hear both sides, mediate plainly, and justify any exception."
triggers: ["buyer seller dispute", "mediate this dispute", "marketplace case", "hear both sides", "guest host conflict", "marketplace fee waiver", "two-sided case"]
version: "1"
---
# 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.