Create policies that can be used to automatically trigger actions in the resolution process including issuing a refund, sending a message, and routing to the right agent.
Pre-built resolution flows for eCommerce
Easy to set up, this new module lets you add dispute resolution in days, saving development time, reducing contacts into customer support, and increasing reactivation.
Start with our pre-configured policies to shorten your deployment time, including auto-escalation for high value customers, or automatic refunds for low value purchases.
Allows a customer to initiate a dispute from within your site experience, using a modal window.
Allow customers to escalate to customer support if they feel they are not getting a fast and fair resolution.
We play well with others
Modria integrates easily with both front and back ends of your marketplace, store front, online service or payment network, including Salesforce, Zendesk, Desk.com or your own home-grown system.
Shows a running list of all actions, in summary form, that have taken place related to a dispute.
Next action box
A transparent way to let your customers always know where they stand and what needs to be done next in order to get the dispute resolved.
Trigger email notifications to your customers tied to actions along the resolution journey.
Support for mediation and arbitration
Including for caucusing, so you can bring in neutral parties to facilitate or decide an issue. This is especially valuable if you have an escrow or other fiduciary role in a transaction.
Run your business knowing that we commit to a contracted service level.
Allow buyers and sellers in your marketplace to enter into a discussion which focuses on resolving an issue. Should escalations occur, messages are stored for the life of the dispute. No more restarting a customer conversation from the beginning.
Easily track the data about resolution volumes and outcomes.
Automated documents and email templates
Customizable to your needs.
Work with our Customer Success team to define data that can be accessed from and then updated to your internal systems as part of your customer resolution journeys.
Lets you set the business rules at any time to shape the resolution flow. You can tailor the experience to your current and changing requirements, such as setting automatic refund levels, or handling specific customer types, SKUs and categories in distinct ways.
Allow customers to upload files along the resolution journey, such as photos of damaged packaging or products, or copies of relevant documents.
Rest easy knowing that our platform has passed ISO 27001 certification and that our processes conform to ISO 27002.
Use our built-in case management so your support team can see the status of cases and management escalations.
Learn how Modria can quickly cut customer support contacts and costs
Get a live demo to see Modria in action and learn how you can:
- Lower the cost of resolution from $12 to under $5
- Reduce the number of customer support contacts
- Increase sales volume up to 18%
- Lower returns volume
- Have fewer chargebacks