This project focused on creating a fair and transparent arbitration system for Judge.me, addressing the frustration merchants faced with unfair negative reviews caused by third-party issues, like delivery delays. The arbitration feature allows disputes to be resolved impartially, ensuring that unjust reviews can be removed, while valid customer concerns are addressed fairly. Only a short version of this project was deployed due to a switch on the roadmap.
01
Merchants frequently encounter unfair negative reviews on their shops, often due to factors beyond their control, such as delivery delays or third-party service issues. These negative reviews can significantly harm a store’s reputation, even when the issue isn't related to the product or the brand itself. This led to frustration for merchants and a lack of confidence in the review system. Customers, on the other hand, needed an impartial way to address valid complaints or escalate disputes when they felt wronged by a product or service.
02
To address this, we conceptualised an arbitration feature. The feature provides an independent and fair mechanism for resolving disputes between customers and merchants. If a negative review stems from a third-party issue not related to the store, an arbitrator can remove it. Conversely, if the review is justified, the arbitrator can ensure the merchant resolves the issue. Participating stores may be required to place funds in escrow to ensure a timely resolution, while non-participating stores could face binding Arbitration Awards that hold weight in court. This system not only protects merchants from unfair reviews but also boosts customer confidence by ensuring their issues are handled fairly and resolved.
03
A customer can go directly to the Judge.me store's page and file an issue directly to the store. The store will then receive it through the app and be able to manage it. An arbitrator is only assigned when a merchant and a customer can't resolve the issue by themselves.
04
Inquiries
Customers can manage their inquiries from their profile which is created when they leave a review on a store using Judge.me to collect and display reviews.
05
Flow example
Below is a prototype of the user journey for someone filing a complaint about a delivery issue.
05
Independent arbitrators can log in to their dashboard to view disputes that are automatically and randomly assigned to them. The dashboard is designed to be as simple and straightforward as possible, enabling arbitrators to efficiently manage and resolve a high volume of disputes with ease.
08
The goal of this project was to create an arbitration system that ensures fairness and satisfaction for both merchants and customers. By providing a neutral platform for resolving disputes, we aimed to reduce unfair negative reviews while helping customers address and resolve their concerns quickly. The ultimate objective was to create a win-win scenario where merchants maintain their reputations, customers get their issues sorted, and both parties leave the process feeling heard and satisfied. This system not only boosts trust in the review process but also strengthens relationships between customers and businesses.
