Delight enables you to outsource your payments support and have your customers expertly guided through queries and disputes fast and efficiently.
There are three different service levels available for Delight, which are detailed below.
Self managed dashboard
Use the Assembly dashboard to find, explore and understand the data driving your business and make better, smarter decisions.
Receive email support from our dedicated team between 9am to 5pm AEST.
Proactive transaction assistance
Contacting end users when they provide wrong bank details or their pay in is short the agreed amount etc.
24x7 White-labelled end user support
Changing payment methods or currency, locating missing disbursements etc.
White glove concierge
Having a dedicated support agent to walk both the purchaser and merchant through every step of high value/high importance transactions.
Dispute resolution (Escrow only)
During a dispute between two disagreeing end users, we act as a neutral Third Party mediator/intermediary by reviewing and investigating both parties’ viewpoints and information provided, in order to present a fair and unbiased recommendation. This helps both parties resolve their dispute amicably.
Assembly actually utilises three out of the four basic types of Alternative Dispute Resolution (ADR), in an effort to resolve disputes as quickly and amicably as possible.
Pre-Dispute: Self Resolution (Negotiation) - Clauses in the Community Guidelines or Terms and Conditions of the Platform encourage both parties to resolve the dispute between themselves before escalating further.
Stage 1: Non-Suggestive Resolution (Mediation) - The Platform receives notification that one or both parties wishes to enter into Dispute Resolution. The Platform then inquires as to whether either party has an alternative solution. If a solution is not readily agreed upon, the dispute proceeds to Stage 2.
Stage 2: Discovery (Mediation) - Information regarding the goods/product/service is collected from both parties, including a list of grievances/justifications for their opposing viewpoints. After weighing both sides of the story, a recommendation is made based on the information available, that falls within our scope of service.
Stage 3: Recommendation (Mediation) - A recommendation (can be a partial payment, full payment, or full refund) is presented to both parties which is subject to both their agreement to be binding. Should either party disagree with our recommendation, they have the option to propose an alternative amount or solution (e.g. cancelling the dispute and resuming with the task), which we then relay to the other party for negotiations to continue.
Stage 4: External Resolution (Arbitration) - If both parties cannot reach a mutual agreement, and do not wish to accept Assembly's recommendation, a fourteen-day 'Notice to Arbitrate' is issued. This requires either party to submit a written Arbitration Notice; if neither party provides a written Arbitration Notice within fourteen days, Assembly then proceeds with its recommendation.
More information can be found around Assembly's Dispute resolution service in Section 15. Buyer/Seller Dispute Resolution of our End User Agreement.
The scope of our Dispute Service covers only Payment Claims. The following scenarios will not be covered by Assembly and will be returned to the platform with an internal comment:
1. Unacceptable/Illegal Behaviours - Which includes (but is not limited to) physical assault, libel, theft, abusive behaviour, etc.
2. Disputes regarding cash payments, any payments made outside of Escrow, and/or disagreements over deliveries made outside of the platform.
3. Platform Rules or Terms and Conditions breached by end users.
4. Property damages and/or bodily injuries that involve insurance.