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Direct Negotiation is a process that involves ONLY the two parties involved in a SquareTrade Case. After the parties have agreed to participate in ODR, they discuss their issues through a password-protected Case Page on the SquareTrade website. Many parties find that having a neutral secure place to communicate on the SquareTrade website helps them work out disagreements and misunderstandings they may be having about an online transaction.

Why use Direct Negotiation and Mediation?
When disputing parties have the opportunity to craft their own solutions to a problem, they are more likely to comply with the agreement. Mediated settlements typically provide more durable and satisfactory resolution than do decisions rendered by the court system. It is also a less expensive and faster process than litigation.

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Mediation is a voluntary, confidential and flexible process in which a neutral, third-party mediator facilitates communication and negotiation between parties who have a problem. Throughout the process, the parties retain control over how to resolve the case. A SquareTrade Mediator will not act like a judge, but can offer a recommendation for a settlement IF the parties request it.

Please note that a mediator is not automatically assigned to SquareTrade cases. A mediator cannot be assigned until the other party has responded to a filed case. After the party has responded, the case filer can request the assistance of a mediator directly through the Case Page.

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Arbitration is a binding, non-confidential process in which the parties agree to have a neutral third party who, acting in much the same way as a judge would in court, reviews the facts and evidence about their dispute and makes an award based on any applicable rules and principles of law. For more information contact us. SquareTrade currently offers arbitration services ONLY to users from certain online marketplaces, namely BridgePath and Guru. Online Arbitration Services are not available to eBay users.

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Q. What is Online Dispute Resolution?
A. SquareTrade's Online Dispute Resolution (ODR) is a fast and convenient way to resolve disputes that may arise during eBay listings, either independently using SquareTrade's Web-based Direct Negotiation tool (no Mediator involved) or through mediation.
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Q. How much does it cost?
A. It is FREE to use the SquareTrade Direct Negotiation service. When both parties participate, most complaints are resolved successfully free of charge.

Note: If you and the other party are having difficulty resolving the complaint, the person who files the case can request the assistance of a SquareTrade Mediator who will help you both try to create a fair, mutually agreeable solution. The mediation service charge depends upon the marketplace where your transaction took place. Click here to get details about mediation costs. (A mediator is required in all feedback withdrawal cases.)
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Q. Am I guaranteed a solution?
A. SquareTrade helps buyers and sellers resolve issues but cannot guarantee a solution or that the other party will participate.

Sellers that display the SquareTrade Seal are listed by sellers that have committed to responding to SquareTrade.
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Q. Will the other party respond?
A. SquareTrade cannot guarantee that the other party will respond. However the other party voluntarily responds in the majority of complaints within 14 days. If you buy from a seller where the SquareTrade Seal is displayed the other party has committed to respond to your case.
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