Marketplace Buyer-Seller Dispute Resolution Workflow Builder

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.