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P2B Disputes

The mediation procedure

P2B Disputes guides business users and online platforms through a structured, independent and confidential procedure.

Register as Customer

Participants

The customer submits the complaint. The platform responds through an approved contact. A properly appointed mediator works on the case; supervisors oversee procedure review, appointment, deadlines and quality.

Procedure

After registration, the customer completes the complaint and uploads the supporting evidence. The displayed tariff is paid before the customer finally submits the complaint. The assigned Case Mediator then reviews eligibility and may admit the complaint, request additional information or close it as inadmissible with reasons. If admitted, the Written Phase and, where appropriate, an expressly non-binding Early Resolution Recommendation follow.

Possible outcomes

The parties react separately and without binding effect to the same recommendation. A settlement requires their subsequent explicit acceptance of the same separate settlement version. Otherwise the procedure may close without settlement.

Confidentiality and privacy

Case content is provided only through the secure portal. Internal notes remain internal. Downloads, roles, organisation and case ownership are checked server-side.

Voluntary and accessible process

The Institution and the independent, impartial Case Mediator conduct a voluntary, fair, confidential, proportionate and accessibly designed process. Either party may end it and seek court or other relief. Nobody must disclose privileged material, abandon a legal position, make a concession or accept a settlement.

OMR terminology

Applicant means the applying Business User (portal name: customer); Respondent means the Provider of Online Intermediation Services (portal name: platform). Contract Language is the contractual language; Institution is P2B Disputes; Case Mediator is the appointed mediator. Working Day uses the Institution calendar. Written Phase is the written phase. An Early Resolution Recommendation (ERR) is an expressly non-binding settlement proposal and never a decision on the merits. A Settlement Agreement is the separate agreement signed by both parties. Case File is the case file and Confidential Information is protected information. Durable Medium means a method that lets a party store information addressed personally to it, access that information for an adequate period and reproduce it unchanged, such as a downloadable document retained in the secure portal.