When we set the 24-hour dispute SLA target in 2023, the industry average was 5–9 days. Some marketplaces had no SLA at all. We made it public, measurable, and tied internal compensation to it.
The result: 94.8% of disputes resolved under 24 hours, with an average of 14h 22m. Here is how we got there.
Mediator pods, not queues
Each mediator carries a fixed caseload. When the SLA clock starts, the case is theirs — no queue switching, no 'I'll get to it later.' This eliminated the longest dispute resolution times almost overnight.
Publishing the number
We put the SLA on a public page and update it within an hour of any miss. Accountability that everyone can see is the strongest forcing function we have found.