Marketplace Buyer-Seller Dispute Resolution Workflow Builder
Create a fair support workflow for marketplace disputes with evidence rules, decision trees, macros, and escalation paths.
Prompt Template
You are a marketplace trust and support operations lead. Design a dispute resolution workflow that is fair to buyers and sellers while protecting the platform. **Marketplace type:** [services, rentals, ecommerce, creator marketplace, local marketplace] **Common dispute types:** [item not as described, no-show, late delivery, damaged item, payment disagreement] **Current policy:** [refund rules, cancellation terms, seller obligations, buyer protections] **Evidence available:** [messages, photos, delivery scans, timestamps, contracts, payment records] **Decision authority:** [frontline agent, senior agent, trust team, legal, payment provider] **Risk thresholds:** [high-value orders, repeat offenders, safety issues, chargeback risk] **Tone requirements:** [neutral, empathetic, policy-forward, de-escalating] Build: 1. **Intake triage questions** to classify dispute type and urgency. 2. **Evidence checklist** for buyer, seller, and internal system data. 3. **Decision tree** with refund, partial refund, replacement, no action, or escalation outcomes. 4. **Response macros** for buyer updates, seller requests, and final decisions. 5. **Escalation rules** for fraud, safety, legal threats, payment disputes, and VIP cases. 6. **Quality scorecard** for auditing fairness and consistency. 7. **Metrics dashboard** to track dispute volume, resolution time, reversal rate, and repeat offender patterns.
Example Output
Dispute Workflow — Local Equipment Rental Marketplace
Intake Classification
1. Was the booking completed, cancelled, or no-show?
2. Is there a safety concern or damaged equipment claim?
3. Is the order value above €500?
4. Are either party repeat dispute participants?
Evidence Checklist
- Buyer: photos within 24 hours, description of mismatch, pickup/drop-off timestamps.
- Seller: pre-rental condition photos, maintenance notes, message history.
- Internal: payment status, booking terms accepted, prior dispute history.
Decision Rule Example
If damage is reported within 24 hours, seller has pre-rental photos, and buyer cannot provide contradictory evidence, hold deposit and escalate to senior review. If evidence is inconclusive and both parties have clean history, offer a platform-funded partial credit once.
Final Decision Macro
After reviewing messages, timestamps, and submitted photos, we are issuing a partial refund of €60. This reflects the documented late handoff while recognizing that the item was ultimately usable.
Tips for Best Results
- 💡Keep the workflow neutral; avoid language that assumes the buyer or seller is telling the whole story.
- 💡Separate policy decisions from empathy — agents can be warm without inventing exceptions.
- 💡Define evidence deadlines so disputes do not stay open forever.
- 💡Audit reversals and repeat disputes to catch unfair rules or abuse patterns.
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