By talking directly, the business and the consumer have a good chance of settling any differences, but if they are unable to, then the BBB provides mediation. Mediation is a process whereby a neutral third party, called a mediator, helps the disputants recognize their common interests and see options they may not have initially recognized. The mediator does not take sides and does not make a final decision. Any solution that is acceptable to the parties is acceptable to the mediator. Every effort will be made to reach a settlement at this stage, because, mediation allows the parties to determine the outcome of the settlement.
Arbitration is provided, for all eligible claims, as a last resort.
It provides another option to just letting the matter drop, or deciding to go to court. Arbitration is an informal process in which each party presents its side to a neutral third party, called an arbitrator. A lawyer is not necessary. Each side can represent themselves, since they are most familiar with their case. After listening to both sides and considering all evidence presented, the arbitrator will decide what should be done.