Mediation — a second chance to make it right

The best outcome is one where mediation never needs to happen. If something goes wrong during a job, do everything you can to fix it on the spot — even if it means not charging for the service. Losing one payment is far better than a negative review that damages your reputation and puts your place on Locallista at risk. But sometimes issues only surface after the fact. When a client leaves a negative review, you may have the opportunity to request mediation — a structured process that gives you the chance to address what went wrong and, if the client agrees, update their review.

How it works:

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  You contact Locallista’s team and propose a resolution.

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  We reach out to the client on your behalf. You may not contact them directly.

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  If the client accepts and agrees that — once the corrective work is completed — they will amend their review to a satisfactory score (8 or above), you will then be able to proceed with the work.

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  We will collect a follow-up review from the client. Their original review will remain visible on your profile.

What qualifies for mediation:

Mediation is only available when the underlying issue can be genuinely fixed — for example, returning to complete unfinished work or repairing something that broke as a result of your service. Monetary compensation alone does not qualify. Offering payment in exchange for a better review is not something we support, and it won’t be approved. Mediation may only be requested for a review with an overall score of 7 or below.

A few important rules:

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  You may request one mediation per 20 reviews.

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  Requests must be submitted within 30 days of the review (45 days for transactions over €250).

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  Mediation is voluntary for the client. It cannot be used to pressure or incentivize a review change.

Our team also proactively identifies cases where mediation may be appropriate and reaches out to both sides when we believe a resolution is possible. The best outcome is a client who leaves satisfied — and a review that reflects that.