The Modria Platform
Modria is a cloud based platform that companies use to deliver fast and fair resolutions to disputes of any type and volume. Built by the team that created the world’s largest online dispute resolution systems at eBay and PayPal that process 60 million cases per year, Modria is a proven and scalable technology.
Pre-built resolution flows for eCommerce
Including resolution flows for “item not received”, “item not as described”, “returns”, and “services not as described”. 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.
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.
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.
Automated documents and email templates
Customizable to your needs
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.
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.
Modria integrates easily with both front and back ends of your marketplace, store front, online service or payment network, including Salesforce, Zendesk, Desk.com and your own home-grown system.