At Modria, we refer to the place where two parties (e.g. a buyer and a merchant) go to resolve a dispute (i.e. a transaction problem) as a “resolution room.” A well-designed resolution room is essential to the success of any online dispute resolution system or platform. It instantly puts your users at ease by ensuring them that they are in the right place, and that their problem will get a fast, easy solution.
But designing a resolution room for your website can be difficult. Transaction problems are tough because your user enters the room already frustrated with the situation. An off-key design can not only make that frustration worse, it can send the wrong message – which can drive your customer away.
