Clear outcomes. Human oversight.
When Automated Mediation is not enough, our Dispute Resolution service steps in. Trained teams handle escalated cases end-to-end—fast, fair, and fully compliant.
Disputes resolved directly, while funds stay protected.
The flow guides users from conflict to closure, with funds held in escrow until both sides agree.
1
Escalation Intake
Disputes flow directly from the Mediation process—complete with structured context, uploads, and user communication.
OPP Support Chat
Buyer
I want a full refund
Seller
I reject
Support
Ticket escalated
1
Escalation Intake
Disputes flow directly from the Mediation process—complete with structured context, uploads, and user communication.
OPP Support Chat
Buyer
I want a full refund
Seller
I reject
Support
Ticket escalated
2
Case Review
Trained dispute specialists assess all available data, from transaction records to prior mediation steps.
Dispute overview
Merchant
Dylan's shop
mer_242817261524
Order
iPhone 16 Pro
£640.00
Complaint
Product is damaged
Desired solution
Full refund
Images
Seller response
Declined
2
Case Review
Trained dispute specialists assess all available data, from transaction records to prior mediation steps.
Dispute overview
Merchant
Dylan's shop
mer_242817261524
Order
iPhone 16 Pro
£640.00
Complaint
Product is damaged
Desired solution
Full refund
Images
Seller response
Declined
3
Decision & Payout Logic
Using escrow conditions and platform policy, our team applies consistent logic to each case and determines the outcome.
Choose resolution
Full refund
Partial refund
Give discount
Send new product
3
Decision & Payout Logic
Using escrow conditions and platform policy, our team applies consistent logic to each case and determines the outcome.
Choose resolution
Full refund
Partial refund
Give discount
Send new product
4
User Communication
We inform both parties of the decision and rationale, clear and impartial.
Dear Buyer,
After assessing the escalation, your request for a full refund is declined by OPP. You will receive a partial refund of 50%.
Mediation Outcome
support@onlinepaymentplatform.com
Dear Merchant,
After assessing the escalation, your request for a full refund is declined by OPP. You will receive a partial refund of 50%.
4
User Communication
We inform both parties of the decision and rationale, clear and impartial.
Dear Buyer,
After assessing the escalation, your request for a full refund is declined by OPP. You will receive a partial refund of 50%.
Mediation Outcome
support@onlinepaymentplatform.com
Dear Merchant,
After assessing the escalation, your request for a full refund is declined by OPP. You will receive a partial refund of 50%.
94%
of disputes resolved within 7 days
94%
of disputes resolved within 7 days
94%
of disputes resolved within 7 days
3.5
days average resolution time
3.5
days average resolution time
3.5
days average resolution time
81%
of users prefer our external decision model
81%
of users prefer our external decision model
81%
of users prefer our external decision model
150+
reason codes tracked for insight and reporting
150+
reason codes tracked for insight and reporting
150+
reason codes tracked for insight and reporting
5
supported languages and growing
5
supported languages and growing
5
supported languages and growing
Balance speed, trust, and operational efficiency
Preserve trust with expert-led, timely resolutions
Ticket closed
Ticket closed
Ticket closed
Ticket closed
Resolve user conflicts without internal burden
Maintain platform neutrality with independent case handling
Support activity
Ticket solved
Merchant approved solution
Email sent to merchant with solution
Awaiting response...
Ticket in process
Estimated response time in 2-3 days
SD
Merchant created ticket
Ensure decisions are fair, compliant, and traceable
Minimise brand risk with professional case communication
Preserve trust with expert-led, timely resolutions
Ticket closed
Ticket closed
Ticket closed
Ticket closed
Resolve user conflicts without internal burden
Maintain platform neutrality with independent case handling
Support activity
Ticket solved
Merchant approved solution
Email sent to merchant with solution
Awaiting response...
Ticket in process
Estimated response time in 2-3 days
SD
Merchant created ticket
Ensure decisions are fair, compliant, and traceable
Minimise brand risk with professional case communication
Preserve trust with expert-led, timely resolutions
Ticket closed
Ticket closed
Ticket closed
Ticket closed
Resolve user conflicts without internal burden
Maintain platform neutrality with independent case handling
Support activity
Ticket solved
Merchant approved solution
Email sent to merchant with solution
Awaiting response...
Ticket in process
Estimated response time in 2-3 days
SD
Merchant created ticket
Ensure decisions are fair, compliant, and traceable
Minimise brand risk with professional case communication
Preserve trust with expert-led, timely resolutions
Ticket closed
Ticket closed
Ticket closed
Ticket closed
Resolve user conflicts without internal burden
Maintain platform neutrality with independent case handling
Support activity
Ticket solved
Merchant approved solution
Email sent to merchant with solution
Awaiting response...
Ticket in process
Estimated response time in 2-3 days
SD
Merchant created ticket
Ensure decisions are fair, compliant, and traceable
Minimise brand risk with professional case communication
Compliant by default
All dispute decisions logged, documented, and auditable
All dispute decisions logged, documented, and auditable
All dispute decisions logged, documented, and auditable
Aligned with PSD2, GDPR, and escrow rules
Aligned with PSD2, GDPR, and escrow rules
Aligned with PSD2, GDPR, and escrow rules
Customisable, grade-based decisions per platform policy
Customisable, grade-based decisions per platform policy
Customisable, grade-based decisions per platform policy
Full KYC linkage to protect from fraud and ensure resolution integrity
Full KYC linkage to protect from fraud and ensure resolution integrity
Full KYC linkage to protect from fraud and ensure resolution integrity
People choose us, because they trust us.
Online Payment Platform
25,829
reviews
Trustpilot
A
A. Bayat
Luthuania
4.5
Easy, trustworthy and fast. Good service!
J
Janine Huskins
England
5
Their mediation support is wildly effective, very nice!
P
P. Kaur
Netherlands
4.3
The platform is really good
S
S. D'Angelo
Belgium
4.7
Great! Recommend it!
L
v. Laarhoven
Kamp
5
Just one word, SUPER!
People choose us, because they trust us.
Online Payment Platform
25,829
reviews
Trustpilot
A
A. Bayat
Luthuania
4.5
Easy, trustworthy and fast. Good service!
J
Janine Huskins
England
5
Their mediation support is wildly effective, very nice!
P
P. Kaur
Netherlands
4.3
The platform is really good
S
S. D'Angelo
Belgium
4.7
Great! Recommend it!
L
v. Laarhoven
Kamp
5
Just one word, SUPER!
People choose us, because they trust us.
Online Payment Platform
25,829
reviews
Trustpilot
Get started with payments today
Solutions
Contact
Resources
Language & Theme
© 2025 Online Payment Platform
Get started with payments today
Solutions
Contact
Resources
Language & Theme
© 2025 Online Payment Platform
Get started with payments today
Solutions
Contact
Resources
Language & Theme
© 2025 Online Payment Platform