Frequently asked questions
Short answers about procedure review, communication and outcomes.
Does the Case Mediator decide my case?
No. The Case Mediator manages and facilitates the voluntary procedure but cannot decide the merits, determine liability or impose an outcome. Any Early Resolution Recommendation is expressly non-binding.
When is an active case created?
The customer first completes the complaint and pays the displayed fee. After the payment provider confirms payment, the customer separately submits the complaint for the Case Mediator's eligibility review.
How do the parties exchange confidential content?
Normally through the secure customer or platform portal. Emails contain only short task notices, deadlines and secure portal links.
When is a settlement binding?
Only when the customer and platform separately sign the same versioned Settlement Agreement. An Early Resolution Recommendation and either party's reaction to it are expressly non-binding.