Dispute Resolution
A streamlined dispute resolution process aligned with insurance, damage, and loss policies — designed for fairness, transparency, and timely outcomes.
- Confirm Insurance Coverage
- If insurance was added → platform payout logic applies; customer not charged.
- If no insurance → customer charged based on lender-set fees or admin decision.
- Identify Dispute Type
Disputes are categorized by the initiating party (customer or lender). Required inputs may include photo evidence, booking history, or timestamps.
- Automated Flagging or Manual Review
- AI pre-screens disputes where automation is available.
- Examples: automatic $30 payout for insured minor damage, lost item fees if bookings show no return.
- Admin Decision Review
Admin reviews booking details, insurance status, submitted evidence, lender fees, and account history before making a final decision.
- Admin Resolution Actions
- Possible outcomes include platform payout, customer fee, store credit, partial refund, or escalation.
- Every dispute must be logged with internal notes summarizing the decision.
Example note: “Approved $30 payout to lender under insurance policy. Stain confirmed via evidence. Customer not charged.”
- Automation Opportunities
- Auto-resolution for insured minor damages
- Email templates for quicker communication
- Automatic escalation if no admin action is taken within 3 days
Summary — A clear, fair workflow for resolving conflicts across the Muse Gala platform, ensuring transparency and platform protection.