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Mediation

Across the board naiin is available as a point of contact to the customers of its member companies. They can contact naiin to make complaints about service providers or suppliers who are under investigation from a hearing of the affected member company. With justifiable complaints, naiin reasons with the service provider or supplier and requests for them to rectify the problem.

naiin takes on the role of mediator for its member companies willingly and assertively, and facilities in difficult cases, disagreements and contentious situations where the parties were previously unable to come to an agreement. It is naiin's task to look into the underlying situation, make an assessment or judgement, mediate between the two parties, and bring about a binding agreement.

In its intermediary function, be that as a point of contact for complaints about member companies or directly as mediator, naiin contributes to customer satisfaction with their suppliers or service providers and strengthens trust in e-commerce. On the other side of the coin, naiin member companies benefit from having an independent authority recognized by all parties in the case of disagreements, avoiding loss of customers, reputation and turnover, and additional procedural costs.

The process of mediation is regulated on behalf of naiin. Moreover, naiin can be explicitly elected as a mediator by a member company, but they do not have to make use of this service.