Audience: Admins, Security, Both parties
Outcomes: Clear guardrails; efficient mediation without scope creep
Role matrix (short)
Action | Member | Admin | Owner |
Open dispute | ✓ | ✓ | ✓ |
Upload evidence | ✓ | ✓ | ✓ |
Comment/respond | ✓ | ✓ | ✓ |
Request clarification | — | ✓ | ✓ |
Decide resolution | — | ✓ | ✓ |
Override decision (policy) | — | — | ✓ |
Seal evidence bundle | — | ✓ | ✓ |
Notes: Cross-org internal notes are org-private; opt-in Neutral Admin for high-value cases.
Mediation (behavioral rules)
Admin may shift to Mediation to ask targeted questions (answer ≤ 2 business days)
Keep responses short and file-based (attach the failing test, not a paragraph)
Propose remedies if helpful (e.g., redo by Friday + 10% credit)
Offensive language/threats are removed; repeat violations flag reputation
QA checklist
Clarification requests carry deadlines + reminders
Mediation toggles back to UnderReview on answer receipt
Runbook: “Counterparty silent”
Send reminder → if SLA exceeded, proceed to decision on available evidence.