{"content_id":"byzp3fenqn","slug":"matching-platform-policy-5-rules","locale":"en","schema_type":"HowTo","category":"how_to","category_name":"How-to","title":"5 Policies to Establish Before Launching a Matching Platform: Operational Rules to Prevent Revenue Leakage and a Decline in Quality","summary":"A matching platform cannot survive on booking, payment, and chat features alone; it requires marketplace rules that safeguard commission revenue and protect both types of users. Before launch, the platform must clearly define listing order, matching methods, cancellation policies, measures to prevent direct transactions, and standards for dispute resolution and settlement.","author":{"name":"Injoys Editorial Team","url":"https://injoys.com/ko/about"},"key_points":["Since the core revenue of a matching platform comes from transaction fees generated within the platform, an increase in direct transactions would undermine the business model.","The order of display and the matching method are not merely UI issues, but operational policies that determine providers’ incentives and customer trust.","By notifying customers of the cancellation and refund policies before payment and obtaining their consent, providers can minimize their losses and reduce disputes with customers.","Simply blocking a contact is not enough to prevent direct transactions; you must design a system that offers benefits such as refunds, dispute resolution, and transaction history protection when payments are made through the platform.","By withholding payments for a certain period rather than paying them out immediately, the platform can secure practical means to mediate in the event of a dispute."],"content_markdown":"## Key Takeaways\n\nMatching platforms that connect people—such as those for pet sitting, tutoring, interior design, cleaning, lessons, and caregiving—cannot operate based on features alone. While features like booking, payment, profiles, chat, and reviews can be quickly built using AI, it is not code but **policies** that safeguard the platform’s revenue and trust.\n\nIn particular, most of a matching platform’s revenue comes from transaction fees. If providers and users meet for the first time through the platform, then exchange external contact information and begin dealing directly, the platform ends up bearing only customer acquisition and operating costs while losing revenue. Therefore, before launching, you must first establish the marketplace’s rules and translate those rules into functional requirements to be communicated to the AI and development teams.\n\n## Why Are Matching Platforms Different from Regular Websites?\n\n### The Structure of a Two-Sided Market\n\nA matching platform is not a service that needs to satisfy only one side. Both demanders and suppliers are customers.\n\n| Category | Example | Problem the Platform Must Solve |\n|---|---|---|\n| Demand Side | Caregivers, parents, landlords, customers | Want to easily find trustworthy people and be protected if problems arise |\n| Supply Side | Pet sitters, tutors, contractors, freelancers | Want to receive a steady stream of requests and be protected from cancellations or problematic customers |\n| Platform | Marketplace operator | Must facilitate transactions, collect fees, and manage dispute resolution costs |\n\nIn this structure, there are many instances where rules take precedence over features. For example, the feature “display a list of sitters” is simple, but deciding who to show first is central to the business. Whether to feature sitters with high response rates and good reviews, give new sitters a chance, or include sponsored listings—these decisions shape the marketplace’s credibility and revenue model.\n\n## 3 Ways Platforms That Focus Only on Features Fail\n\n### 1. Without a display order, good service providers leave\n\nIf providers are displayed solely in the order they were registered, those who work hard are treated the same as inactive accounts. A sitter with a 4.9-star rating, 47 reviews, and a fast response rate might be pushed down the list, while an account with no reviews could appear at the top.\n\nUnder this structure, providers have little incentive to build up good reviews or respond quickly. Customers also become suspicious, wondering, “Why is this person shown first?” The display policy simultaneously influences search quality, provider motivation, and customer trust.\n\n### 2. Revealing Contact Information Too Early Leads to Commission Losses\n\nWhen chat is unrestricted and contact information is revealed before payment, conversations like “It’ll be cheaper if we contact each other directly instead of using the app” easily arise. In such cases, the platform bears the costs of discovery, recommendations, trust-building, and customer support but fails to generate actual revenue.\n\nDirect transactions don’t just result in a simple loss of commission. When transactions occur outside the platform, it becomes difficult for the platform to verify or mediate issues such as refunds, safety incidents, no-shows, and service quality problems. Ultimately, both customers and service providers end up outside the platform’s protective framework.\n\n### 3. Without a Cancellation Policy, One Party Suffers Unilateral Losses\n\nIf full refunds are granted even for same-day cancellations, service providers may be left without compensation after setting aside an entire day for the booking. Conversely, if a service provider cancels suddenly without any penalty, the customer’s important plans could be ruined.\n\nA cancellation policy strikes a balance between customer-friendliness and provider protection. Without clear standards, operators must make emotional judgments on a case-by-case basis, leading to inconsistent outcomes for similar incidents and sparking controversy over unfair treatment.\n\n## 5 Essential Policies to Set Before Launch\n\n### 1. Listing Order: Who Appears at the Top?\n\nListing order is the platform’s reward system. You must first determine which actions will result in a top listing.\n\n#### Recommended Criteria\n\n- Recent response rate\n- Average response time\n- Review rating\n- Number of reviews\n- Date of most recent activity\n- Booking completion rate\n- Cancellation rate\n- History of reports or disputes\n- Whether the provider is new\n\n#### Sample Policy\n\n| Factor | Sample Policy | Intent |\n|---|---|---|\n| Response Rate | Bonus points for a high response rate to inquiries over the last 30 days | Encourage customers to receive answers quickly |\n| Rating | Bonus points for a high rating based on a minimum number of reviews | Reflect verified quality at the top |\n| Recent Activity | Bonus points for recent logins or schedule updates | Prevent inactive accounts from being displayed |\n| Cancellation Rate | Penalty points for a high number of cancellations attributable to the provider | Deter irresponsible providers |\n| New Providers | Display new providers without reviews in a separate section | Provide initial opportunities to new entrants |\n\n#### Key Principles\n\nEven if you do not disclose the full ranking criteria, it is advisable to explain the key factors on the screen. For example, stating, “The recommendation order is determined by a combination of response rate, reviews, recent activity, and booking completion rate,” helps providers understand what actions they should take.\n\n### 2. Matching Method: Automatic Assignment vs. Application and Selection\n\nThe matching method determines the customer experience and accountability structure.\n\n| Method | Description | Advantages | Disadvantages | Suitable Services |\n|---|---|---|---|---|\n| Automatic Assignment | The platform immediately connects customers with providers who meet the criteria | Fast and simple | Complaints are concentrated on the platform | Emergency calls, simple tasks, standardized services |\n| Application and Selection | The customer posts a request; providers apply, and the customer makes the final selection | Facilitates trust-building and distributes selection responsibility | Takes more time | Pet sitting, childcare, tutoring, interior design consultations |\n| Hybrid | The platform automatically displays recommended candidates, but the customer makes the final choice | Balances speed and trust | Complex policy design | Most early-stage matching platforms |\n\nFor services where trust is critical, the “Application and Selection” method is advantageous. When guardians or parents can directly compare profiles, reviews, work history, availability, and pricing to make their own choice, it provides greater peace of mind. On the other hand, while automatic assignment is faster, it can lead to increased complaints that “the platform made the wrong assignment” if the result is unsatisfactory.\n\n### 3. Cancellation Policy: When and How Much Is Refunded\n\nThe cancellation policy must be displayed and agreed to before payment is made. If customers only learn about refund restrictions after payment, the likelihood of disputes increases.\n\n#### Example Cancellation and Refund Criteria\n\n| Cancellation Timing | Example Customer Refund | Example Provider Compensation | Operational Intent |\n|---|---:|---:|---|\n| Up to 3 days before the service | 100% refund | None | Allow customers flexible changes |\n| Up to 1 day before the service | 50% refund | Partial compensation | Compensate the provider for schedule losses |\n| Same-day cancellation | No refund or limited refund | Fixed percentage compensation | To deter no-shows and last-minute cancellations |\n| Cancellation due to provider fault | Full refund to customer | Penalty points deducted from provider’s rating | To protect customers and prevent irresponsible cancellations |\n\nThe figures above are examples; actual rates should be determined based on the nature of the service, local regulations, payment processor policies, and customer expectations.\n\n#### Provider Cancellation Penalties\n\nImposing unconditional financial penalties on providers can create legal and operational burdens. In the early stages, the following non-monetary penalties may be more practical:\n\n- Reduction in recommendation score\n- Exclusion from top search results for a set period\n- Restrictions on new bookings for repeat cancellations\n- Consideration of automatically providing apology coupons to customers\n- Account warning or suspension following review by the operator\n\n### 4. Commission Rates and Preventing Direct Transactions: Focus on Designing Protective Measures Rather Than Simply Blocking Them\n\nCommission rates vary depending on the business model. For example, the choice between 10%, 15%, or 20% should be determined by considering customer acquisition costs, payment processing fees, customer support costs, insurance or guarantee costs, and the provider’s margin.\n\nThe real issue is not the commission rate itself, but direct transactions. Preventing direct transactions is not simply a matter of hiding phone numbers; it involves creating a structure that makes it clear that “transacting within the platform is safer and more advantageous.”\n\n#### Required Features and Policies\n\n| Item | Policy Example | Purpose |\n|---|---|---|\n| Contact Information Privacy | Hide phone numbers, email addresses, and messenger IDs until payment is confirmed | Reduce pre-payment drop-offs |\n| Chat Detection | Detect patterns of phone numbers, bank account numbers, and external messenger IDs | Warn users of attempts at direct transactions |\n| Warning Message | Notice stating, “External transactions are not eligible for refunds or dispute resolution protection” | Emphasizing the benefits of protection over punishment |\n| Sanctions for Repeated Violations | Restricting visibility or reviewing accounts for repeated circumvention of contact information sharing | Maintaining marketplace order |\n| Benefits of Platform Payments | Provides refund policies, dispute mediation, transaction history, and settlement protection | Explains the rationale for using the platform’s internal payment system |\n\n#### Example Warning Message\n\n“For your safety, sharing contact information and bank account numbers before payment is restricted. If you transact outside the platform, you will not be eligible for refunds, dispute arbitration, or transaction record protection.”\n\nThe key message of this statement is not “Don’t do it,” but rather “You must pay within the app to be protected.” The temptation to engage in direct transactions will decrease only when buyers and sellers understand the benefits of platform-based transactions.\n\n### 5. Disputes and Settlement: When to Release Funds\n\nThe real power of dispute resolution stems from the settlement structure. If the full payment amount is released to the service provider immediately upon completion of the service, it becomes difficult for the platform to issue a full or partial refund when a problem arises.\n\nTherefore, many matching platforms have a structure in place to hold funds or withhold payment for a certain period after payment is made. While this is often described as a concept similar to escrow, you must check the payment processor’s terms and conditions as well as local financial and e-commerce regulations to determine which methods are actually feasible.\n\n#### Example Settlement Policy\n\n| Stage | Process | Operational Purpose |\n|---|---|---|\n| Reservation Payment | Customer makes payment on the platform | Secure transaction records |\n| Service in Progress | Customer leaves chat messages, schedule details, and requests on the platform | Secure evidence for disputes |\n| Service Completed | Status changed to “Completed” | Settlement pending begins |\n| 48 Hours After Completion | Dispute resolution period | Acceptance of incident reports and complaints |\n| No Dispute | Settlement to provider | Normal transaction concluded |\n| Dispute Filed | Settlement held pending review of evidence | Decision on refund, partial refund, or dismissal |\n\nThe 48-hour period is an example. Depending on the nature of the service, this may vary to 24 hours, 72 hours, 7 days, etc. Services where issues may be discovered later—such as pet care or interior design—may require a longer review period.\n\n## Dispute Data That Must Be Available on the Administrator Dashboard\n\nTo handle disputes properly, administrators must be able to view the full context of a case on a single screen.\n\n| Data | Reason for Inclusion |\n|---|---|\n| Reservation Information | Verify date, amount, and scope of service |\n| Payment and Settlement Status | Verify refundable amount and whether payment is on hold |\n| Chat History | Verify appointment details and whether prior notice was given |\n| Photographic or File Evidence | Verify incidents, defects, or work results |\n| Cancellation/Change History | Verify who requested the schedule change |\n| Previous Dispute History | Verify whether the account has a history of recurring issues |\n| Reasons for Moderator Decisions | Used as a benchmark for similar future cases |\n\nIt is crucial to document the reasons behind moderator decisions. Recording why a full refund was issued, why a partial refund was issued, or why the supplier was deemed at fault helps establish consistent operational standards.\n\n## Policy Requirements to Include in AI Development Prompts\n\nIf you simply instruct the AI to “create booking, payment, and chat features,” there is a high likelihood that the marketplace’s core rules will be omitted. You must specify the policies as shown below.\n\n### Prompt Example\n\n```text\nCreate a pet sitter matching platform. Do not simply implement basic features; design the system to reflect the operational policies below.\n\n1. The sitter list should be sorted by default based on a combination of response rate, review rating, number of reviews, date of last activity, and booking completion rate.\n2. New sitters should be featured in a separate “New Sitters” section to prevent them from being completely buried due to a lack of reviews.\n3. Matching works as follows: a pet owner posts a request, sitters apply, and the pet owner selects a sitter after reviewing their profile and reviews.\n4. Cancellation and refund policies must be displayed on the screen before payment, and the user’s consent must be obtained.\n5. Before payment, restrict the sharing of phone numbers, email addresses, bank account numbers, and external messenger IDs.\n6. If patterns resembling contact information or bank account numbers are detected in chat, display a warning message about direct transactions.\n7. Hold settlement for 48 hours after service completion; if a dispute is filed during this period, suspend settlement.\n8. The operator must be able to view reservation information, payment status, chat history, supporting documents, and the reason for the decision all on a single screen.\n\nBefore implementation, please ask me first if there are any policies I haven’t specified that require a decision.\n```\n\nThe last sentence is important. By designing the AI to ask about missing policies, the final product will be closer to a fully operational platform rather than just a collection of screens.\n\n## Thinking in Terms of a Data Model\n\nPolicies must ultimately be represented as data. The items below represent a structure that can be implemented as basic tables and status values even in web frameworks like Ruby on Rails.\n\n| Domain | Example Required Data |\n|---|---|\n| User | Role, identity verification status, contact information disclosure status |\n| Provider Profile | Experience, service area, price, availability, introduction, verification status |\n| Visibility Score | Response rate, rating, number of reviews, last activity date, cancellation rate, penalty history |\n| Request | Customer request details, preferred schedule, budget, location, status |\n| Proposal | Service provider’s proposal message, quoted price, available times |\n| Reservation | Selected service provider, schedule, amount, cancellation deadline, completion status |\n| Payment | Payment status, refund status, platform fees, amount scheduled for settlement |\n| Chat | Messages, attachments, contact information detection, warning history |\n| Dispute | Reason, Supporting Evidence, Submission Time, Whether Settlement Is Pending, Decision Result |\n| Settlement | Pending Settlement, On Hold, Payment Complete, Failed, Retry Status |\n\nWith this design, operational policies aren’t scattered throughout the code but are managed through statuses and records.\n\n## Pre-Launch Checklist\n\n- Have you established default sorting criteria?\n- Is there a way to provide exposure opportunities for new suppliers?\n- Have you decided on the matching method: automatic matching, assisted selection, or a hybrid model?\n- Have you distinguished between customer cancellations and supplier cancellations?\n- Are refund rates and timing disclosed before payment?\n- Is sharing contact information and bank account numbers restricted before payment?\n- Do the warnings about direct transactions prioritize explaining the benefits of protection over penalties?\n- Are the platform’s commission rates and settlement calculation formulas clear?\n- Is there a settlement hold period after service completion?\n- Can settlements be automatically paused when a dispute is filed?\n- Can operators view supporting documents and chat logs on a single screen?\n- Are the reasons for operator decisions recorded?\n- Have you instructed the AI or development team to “ask first if a policy hasn’t been established”?\n\n## Conclusion\n\nThe most dangerous misconception in the initial development of a matching platform is the belief that “if the features are there, the marketplace will run on its own.” In reality, what drives a marketplace are rules such as exposure, matching, cancellations, fees, settlements, and dispute resolution.\n\nAI can generate code quickly, but it is up to the founder to determine which behaviors to reward and which risks to prevent. To prevent fee leakage and maintain service quality, you must document these five policies before launch and integrate them into user interfaces, status indicators, admin features, and customer guidance messages.","content_html":"\u003ch2\u003e\n\u003ca href=\"#key-takeaways\" class=\"anchor\" id=\"key-takeaways\"\u003e\u003c/a\u003eKey Takeaways\u003c/h2\u003e\n\u003cp\u003eMatching platforms that connect people—such as those for pet sitting, tutoring, interior design, cleaning, lessons, and caregiving—cannot operate based on features alone. While features like booking, payment, profiles, chat, and reviews can be quickly built using AI, it is not code but \u003cstrong\u003epolicies\u003c/strong\u003e that safeguard the platform’s revenue and trust.\u003c/p\u003e\n\u003cp\u003eIn particular, most of a matching platform’s revenue comes from transaction fees. If providers and users meet for the first time through the platform, then exchange external contact information and begin dealing directly, the platform ends up bearing only customer acquisition and operating costs while losing revenue. Therefore, before launching, you must first establish the marketplace’s rules and translate those rules into functional requirements to be communicated to the AI and development teams.\u003c/p\u003e\n\u003ch2\u003e\n\u003ca href=\"#why-are-matching-platforms-different-from-regular-websites\" class=\"anchor\" id=\"why-are-matching-platforms-different-from-regular-websites\"\u003e\u003c/a\u003eWhy Are Matching Platforms Different from Regular Websites?\u003c/h2\u003e\n\u003ch3\u003e\n\u003ca href=\"#the-structure-of-a-two-sided-market\" class=\"anchor\" id=\"the-structure-of-a-two-sided-market\"\u003e\u003c/a\u003eThe Structure of a Two-Sided Market\u003c/h3\u003e\n\u003cp\u003eA matching platform is not a service that needs to satisfy only one side. Both demanders and suppliers are customers.\u003c/p\u003e\n\u003cdiv class=\"overflow-x-auto\"\u003e\u003ctable\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth\u003eCategory\u003c/th\u003e\n\u003cth\u003eExample\u003c/th\u003e\n\u003cth\u003eProblem the Platform Must Solve\u003c/th\u003e\n\u003c/tr\u003e\n\u003c/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Category\"\u003eDemand Side\u003c/td\u003e\n\u003ctd data-label=\"Example\"\u003eCaregivers, parents, landlords, customers\u003c/td\u003e\n\u003ctd data-label=\"Problem the Platform Must Solve\"\u003eWant to easily find trustworthy people and be protected if problems arise\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Category\"\u003eSupply Side\u003c/td\u003e\n\u003ctd data-label=\"Example\"\u003ePet sitters, tutors, contractors, freelancers\u003c/td\u003e\n\u003ctd data-label=\"Problem the Platform Must Solve\"\u003eWant to receive a steady stream of requests and be protected from cancellations or problematic customers\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Category\"\u003ePlatform\u003c/td\u003e\n\u003ctd data-label=\"Example\"\u003eMarketplace operator\u003c/td\u003e\n\u003ctd data-label=\"Problem the Platform Must Solve\"\u003eMust facilitate transactions, collect fees, and manage dispute resolution costs\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/div\u003e\n\u003cp\u003eIn this structure, there are many instances where rules take precedence over features. For example, the feature “display a list of sitters” is simple, but deciding who to show first is central to the business. Whether to feature sitters with high response rates and good reviews, give new sitters a chance, or include sponsored listings—these decisions shape the marketplace’s credibility and revenue model.\u003c/p\u003e\n\u003ch2\u003e\n\u003ca href=\"#3-ways-platforms-that-focus-only-on-features-fail\" class=\"anchor\" id=\"3-ways-platforms-that-focus-only-on-features-fail\"\u003e\u003c/a\u003e3 Ways Platforms That Focus Only on Features Fail\u003c/h2\u003e\n\u003ch3\u003e\n\u003ca href=\"#1-without-a-display-order-good-service-providers-leave\" class=\"anchor\" id=\"1-without-a-display-order-good-service-providers-leave\"\u003e\u003c/a\u003e1. Without a display order, good service providers leave\u003c/h3\u003e\n\u003cp\u003eIf providers are displayed solely in the order they were registered, those who work hard are treated the same as inactive accounts. A sitter with a 4.9-star rating, 47 reviews, and a fast response rate might be pushed down the list, while an account with no reviews could appear at the top.\u003c/p\u003e\n\u003cp\u003eUnder this structure, providers have little incentive to build up good reviews or respond quickly. Customers also become suspicious, wondering, “Why is this person shown first?” The display policy simultaneously influences search quality, provider motivation, and customer trust.\u003c/p\u003e\n\u003ch3\u003e\n\u003ca href=\"#2-revealing-contact-information-too-early-leads-to-commission-losses\" class=\"anchor\" id=\"2-revealing-contact-information-too-early-leads-to-commission-losses\"\u003e\u003c/a\u003e2. Revealing Contact Information Too Early Leads to Commission Losses\u003c/h3\u003e\n\u003cp\u003eWhen chat is unrestricted and contact information is revealed before payment, conversations like “It’ll be cheaper if we contact each other directly instead of using the app” easily arise. In such cases, the platform bears the costs of discovery, recommendations, trust-building, and customer support but fails to generate actual revenue.\u003c/p\u003e\n\u003cp\u003eDirect transactions don’t just result in a simple loss of commission. When transactions occur outside the platform, it becomes difficult for the platform to verify or mediate issues such as refunds, safety incidents, no-shows, and service quality problems. Ultimately, both customers and service providers end up outside the platform’s protective framework.\u003c/p\u003e\n\u003ch3\u003e\n\u003ca href=\"#3-without-a-cancellation-policy-one-party-suffers-unilateral-losses\" class=\"anchor\" id=\"3-without-a-cancellation-policy-one-party-suffers-unilateral-losses\"\u003e\u003c/a\u003e3. Without a Cancellation Policy, One Party Suffers Unilateral Losses\u003c/h3\u003e\n\u003cp\u003eIf full refunds are granted even for same-day cancellations, service providers may be left without compensation after setting aside an entire day for the booking. Conversely, if a service provider cancels suddenly without any penalty, the customer’s important plans could be ruined.\u003c/p\u003e\n\u003cp\u003eA cancellation policy strikes a balance between customer-friendliness and provider protection. Without clear standards, operators must make emotional judgments on a case-by-case basis, leading to inconsistent outcomes for similar incidents and sparking controversy over unfair treatment.\u003c/p\u003e\n\u003ch2\u003e\n\u003ca href=\"#5-essential-policies-to-set-before-launch\" class=\"anchor\" id=\"5-essential-policies-to-set-before-launch\"\u003e\u003c/a\u003e5 Essential Policies to Set Before Launch\u003c/h2\u003e\n\u003ch3\u003e\n\u003ca href=\"#1-listing-order-who-appears-at-the-top\" class=\"anchor\" id=\"1-listing-order-who-appears-at-the-top\"\u003e\u003c/a\u003e1. Listing Order: Who Appears at the Top?\u003c/h3\u003e\n\u003cp\u003eListing order is the platform’s reward system. You must first determine which actions will result in a top listing.\u003c/p\u003e\n\u003ch4\u003e\n\u003ca href=\"#recommended-criteria\" class=\"anchor\" id=\"recommended-criteria\"\u003e\u003c/a\u003eRecommended Criteria\u003c/h4\u003e\n\u003cul\u003e\n\u003cli\u003eRecent response rate\u003c/li\u003e\n\u003cli\u003eAverage response time\u003c/li\u003e\n\u003cli\u003eReview rating\u003c/li\u003e\n\u003cli\u003eNumber of reviews\u003c/li\u003e\n\u003cli\u003eDate of most recent activity\u003c/li\u003e\n\u003cli\u003eBooking completion rate\u003c/li\u003e\n\u003cli\u003eCancellation rate\u003c/li\u003e\n\u003cli\u003eHistory of reports or disputes\u003c/li\u003e\n\u003cli\u003eWhether the provider is new\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch4\u003e\n\u003ca href=\"#sample-policy\" class=\"anchor\" id=\"sample-policy\"\u003e\u003c/a\u003eSample Policy\u003c/h4\u003e\n\u003cdiv class=\"overflow-x-auto\"\u003e\u003ctable\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth\u003eFactor\u003c/th\u003e\n\u003cth\u003eSample Policy\u003c/th\u003e\n\u003cth\u003eIntent\u003c/th\u003e\n\u003c/tr\u003e\n\u003c/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Factor\"\u003eResponse Rate\u003c/td\u003e\n\u003ctd data-label=\"Sample Policy\"\u003eBonus points for a high response rate to inquiries over the last 30 days\u003c/td\u003e\n\u003ctd data-label=\"Intent\"\u003eEncourage customers to receive answers quickly\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Factor\"\u003eRating\u003c/td\u003e\n\u003ctd data-label=\"Sample Policy\"\u003eBonus points for a high rating based on a minimum number of reviews\u003c/td\u003e\n\u003ctd data-label=\"Intent\"\u003eReflect verified quality at the top\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Factor\"\u003eRecent Activity\u003c/td\u003e\n\u003ctd data-label=\"Sample Policy\"\u003eBonus points for recent logins or schedule updates\u003c/td\u003e\n\u003ctd data-label=\"Intent\"\u003ePrevent inactive accounts from being displayed\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Factor\"\u003eCancellation Rate\u003c/td\u003e\n\u003ctd data-label=\"Sample Policy\"\u003ePenalty points for a high number of cancellations attributable to the provider\u003c/td\u003e\n\u003ctd data-label=\"Intent\"\u003eDeter irresponsible providers\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Factor\"\u003eNew Providers\u003c/td\u003e\n\u003ctd data-label=\"Sample Policy\"\u003eDisplay new providers without reviews in a separate section\u003c/td\u003e\n\u003ctd data-label=\"Intent\"\u003eProvide initial opportunities to new entrants\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/div\u003e\n\u003ch4\u003e\n\u003ca href=\"#key-principles\" class=\"anchor\" id=\"key-principles\"\u003e\u003c/a\u003eKey Principles\u003c/h4\u003e\n\u003cp\u003eEven if you do not disclose the full ranking criteria, it is advisable to explain the key factors on the screen. For example, stating, “The recommendation order is determined by a combination of response rate, reviews, recent activity, and booking completion rate,” helps providers understand what actions they should take.\u003c/p\u003e\n\u003ch3\u003e\n\u003ca href=\"#2-matching-method-automatic-assignment-vs-application-and-selection\" class=\"anchor\" id=\"2-matching-method-automatic-assignment-vs-application-and-selection\"\u003e\u003c/a\u003e2. Matching Method: Automatic Assignment vs. Application and Selection\u003c/h3\u003e\n\u003cp\u003eThe matching method determines the customer experience and accountability structure.\u003c/p\u003e\n\u003cdiv class=\"overflow-x-auto\"\u003e\u003ctable\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth\u003eMethod\u003c/th\u003e\n\u003cth\u003eDescription\u003c/th\u003e\n\u003cth\u003eAdvantages\u003c/th\u003e\n\u003cth\u003eDisadvantages\u003c/th\u003e\n\u003cth\u003eSuitable Services\u003c/th\u003e\n\u003c/tr\u003e\n\u003c/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Method\"\u003eAutomatic Assignment\u003c/td\u003e\n\u003ctd data-label=\"Description\"\u003eThe platform immediately connects customers with providers who meet the criteria\u003c/td\u003e\n\u003ctd data-label=\"Advantages\"\u003eFast and simple\u003c/td\u003e\n\u003ctd data-label=\"Disadvantages\"\u003eComplaints are concentrated on the platform\u003c/td\u003e\n\u003ctd data-label=\"Suitable Services\"\u003eEmergency calls, simple tasks, standardized services\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Method\"\u003eApplication and Selection\u003c/td\u003e\n\u003ctd data-label=\"Description\"\u003eThe customer posts a request; providers apply, and the customer makes the final selection\u003c/td\u003e\n\u003ctd data-label=\"Advantages\"\u003eFacilitates trust-building and distributes selection responsibility\u003c/td\u003e\n\u003ctd data-label=\"Disadvantages\"\u003eTakes more time\u003c/td\u003e\n\u003ctd data-label=\"Suitable Services\"\u003ePet sitting, childcare, tutoring, interior design consultations\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Method\"\u003eHybrid\u003c/td\u003e\n\u003ctd data-label=\"Description\"\u003eThe platform automatically displays recommended candidates, but the customer makes the final choice\u003c/td\u003e\n\u003ctd data-label=\"Advantages\"\u003eBalances speed and trust\u003c/td\u003e\n\u003ctd data-label=\"Disadvantages\"\u003eComplex policy design\u003c/td\u003e\n\u003ctd data-label=\"Suitable Services\"\u003eMost early-stage matching platforms\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/div\u003e\n\u003cp\u003eFor services where trust is critical, the “Application and Selection” method is advantageous. When guardians or parents can directly compare profiles, reviews, work history, availability, and pricing to make their own choice, it provides greater peace of mind. On the other hand, while automatic assignment is faster, it can lead to increased complaints that “the platform made the wrong assignment” if the result is unsatisfactory.\u003c/p\u003e\n\u003ch3\u003e\n\u003ca href=\"#3-cancellation-policy-when-and-how-much-is-refunded\" class=\"anchor\" id=\"3-cancellation-policy-when-and-how-much-is-refunded\"\u003e\u003c/a\u003e3. Cancellation Policy: When and How Much Is Refunded\u003c/h3\u003e\n\u003cp\u003eThe cancellation policy must be displayed and agreed to before payment is made. If customers only learn about refund restrictions after payment, the likelihood of disputes increases.\u003c/p\u003e\n\u003ch4\u003e\n\u003ca href=\"#example-cancellation-and-refund-criteria\" class=\"anchor\" id=\"example-cancellation-and-refund-criteria\"\u003e\u003c/a\u003eExample Cancellation and Refund Criteria\u003c/h4\u003e\n\u003cdiv class=\"overflow-x-auto\"\u003e\u003ctable\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth\u003eCancellation Timing\u003c/th\u003e\n\u003cth\u003eExample Customer Refund\u003c/th\u003e\n\u003cth\u003eExample Provider Compensation\u003c/th\u003e\n\u003cth\u003eOperational Intent\u003c/th\u003e\n\u003c/tr\u003e\n\u003c/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Cancellation Timing\"\u003eUp to 3 days before the service\u003c/td\u003e\n\u003ctd data-label=\"Example Customer Refund\"\u003e100% refund\u003c/td\u003e\n\u003ctd data-label=\"Example Provider Compensation\"\u003eNone\u003c/td\u003e\n\u003ctd data-label=\"Operational Intent\"\u003eAllow customers flexible changes\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Cancellation Timing\"\u003eUp to 1 day before the service\u003c/td\u003e\n\u003ctd data-label=\"Example Customer Refund\"\u003e50% refund\u003c/td\u003e\n\u003ctd data-label=\"Example Provider Compensation\"\u003ePartial compensation\u003c/td\u003e\n\u003ctd data-label=\"Operational Intent\"\u003eCompensate the provider for schedule losses\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Cancellation Timing\"\u003eSame-day cancellation\u003c/td\u003e\n\u003ctd data-label=\"Example Customer Refund\"\u003eNo refund or limited refund\u003c/td\u003e\n\u003ctd data-label=\"Example Provider Compensation\"\u003eFixed percentage compensation\u003c/td\u003e\n\u003ctd data-label=\"Operational Intent\"\u003eTo deter no-shows and last-minute cancellations\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Cancellation Timing\"\u003eCancellation due to provider fault\u003c/td\u003e\n\u003ctd data-label=\"Example Customer Refund\"\u003eFull refund to customer\u003c/td\u003e\n\u003ctd data-label=\"Example Provider Compensation\"\u003ePenalty points deducted from provider’s rating\u003c/td\u003e\n\u003ctd data-label=\"Operational Intent\"\u003eTo protect customers and prevent irresponsible cancellations\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/div\u003e\n\u003cp\u003eThe figures above are examples; actual rates should be determined based on the nature of the service, local regulations, payment processor policies, and customer expectations.\u003c/p\u003e\n\u003ch4\u003e\n\u003ca href=\"#provider-cancellation-penalties\" class=\"anchor\" id=\"provider-cancellation-penalties\"\u003e\u003c/a\u003eProvider Cancellation Penalties\u003c/h4\u003e\n\u003cp\u003eImposing unconditional financial penalties on providers can create legal and operational burdens. In the early stages, the following non-monetary penalties may be more practical:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eReduction in recommendation score\u003c/li\u003e\n\u003cli\u003eExclusion from top search results for a set period\u003c/li\u003e\n\u003cli\u003eRestrictions on new bookings for repeat cancellations\u003c/li\u003e\n\u003cli\u003eConsideration of automatically providing apology coupons to customers\u003c/li\u003e\n\u003cli\u003eAccount warning or suspension following review by the operator\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3\u003e\n\u003ca href=\"#4-commission-rates-and-preventing-direct-transactions-focus-on-designing-protective-measures-rather-than-simply-blocking-them\" class=\"anchor\" id=\"4-commission-rates-and-preventing-direct-transactions-focus-on-designing-protective-measures-rather-than-simply-blocking-them\"\u003e\u003c/a\u003e4. Commission Rates and Preventing Direct Transactions: Focus on Designing Protective Measures Rather Than Simply Blocking Them\u003c/h3\u003e\n\u003cp\u003eCommission rates vary depending on the business model. For example, the choice between 10%, 15%, or 20% should be determined by considering customer acquisition costs, payment processing fees, customer support costs, insurance or guarantee costs, and the provider’s margin.\u003c/p\u003e\n\u003cp\u003eThe real issue is not the commission rate itself, but direct transactions. Preventing direct transactions is not simply a matter of hiding phone numbers; it involves creating a structure that makes it clear that “transacting within the platform is safer and more advantageous.”\u003c/p\u003e\n\u003ch4\u003e\n\u003ca href=\"#required-features-and-policies\" class=\"anchor\" id=\"required-features-and-policies\"\u003e\u003c/a\u003eRequired Features and Policies\u003c/h4\u003e\n\u003cdiv class=\"overflow-x-auto\"\u003e\u003ctable\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth\u003eItem\u003c/th\u003e\n\u003cth\u003ePolicy Example\u003c/th\u003e\n\u003cth\u003ePurpose\u003c/th\u003e\n\u003c/tr\u003e\n\u003c/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Item\"\u003eContact Information Privacy\u003c/td\u003e\n\u003ctd data-label=\"Policy Example\"\u003eHide phone numbers, email addresses, and messenger IDs until payment is confirmed\u003c/td\u003e\n\u003ctd data-label=\"Purpose\"\u003eReduce pre-payment drop-offs\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Item\"\u003eChat Detection\u003c/td\u003e\n\u003ctd data-label=\"Policy Example\"\u003eDetect patterns of phone numbers, bank account numbers, and external messenger IDs\u003c/td\u003e\n\u003ctd data-label=\"Purpose\"\u003eWarn users of attempts at direct transactions\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Item\"\u003eWarning Message\u003c/td\u003e\n\u003ctd data-label=\"Policy Example\"\u003eNotice stating, “External transactions are not eligible for refunds or dispute resolution protection”\u003c/td\u003e\n\u003ctd data-label=\"Purpose\"\u003eEmphasizing the benefits of protection over punishment\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Item\"\u003eSanctions for Repeated Violations\u003c/td\u003e\n\u003ctd data-label=\"Policy Example\"\u003eRestricting visibility or reviewing accounts for repeated circumvention of contact information sharing\u003c/td\u003e\n\u003ctd data-label=\"Purpose\"\u003eMaintaining marketplace order\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Item\"\u003eBenefits of Platform Payments\u003c/td\u003e\n\u003ctd data-label=\"Policy Example\"\u003eProvides refund policies, dispute mediation, transaction history, and settlement protection\u003c/td\u003e\n\u003ctd data-label=\"Purpose\"\u003eExplains the rationale for using the platform’s internal payment system\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/div\u003e\n\u003ch4\u003e\n\u003ca href=\"#example-warning-message\" class=\"anchor\" id=\"example-warning-message\"\u003e\u003c/a\u003eExample Warning Message\u003c/h4\u003e\n\u003cp\u003e“For your safety, sharing contact information and bank account numbers before payment is restricted. If you transact outside the platform, you will not be eligible for refunds, dispute arbitration, or transaction record protection.”\u003c/p\u003e\n\u003cp\u003eThe key message of this statement is not “Don’t do it,” but rather “You must pay within the app to be protected.” The temptation to engage in direct transactions will decrease only when buyers and sellers understand the benefits of platform-based transactions.\u003c/p\u003e\n\u003ch3\u003e\n\u003ca href=\"#5-disputes-and-settlement-when-to-release-funds\" class=\"anchor\" id=\"5-disputes-and-settlement-when-to-release-funds\"\u003e\u003c/a\u003e5. Disputes and Settlement: When to Release Funds\u003c/h3\u003e\n\u003cp\u003eThe real power of dispute resolution stems from the settlement structure. If the full payment amount is released to the service provider immediately upon completion of the service, it becomes difficult for the platform to issue a full or partial refund when a problem arises.\u003c/p\u003e\n\u003cp\u003eTherefore, many matching platforms have a structure in place to hold funds or withhold payment for a certain period after payment is made. While this is often described as a concept similar to escrow, you must check the payment processor’s terms and conditions as well as local financial and e-commerce regulations to determine which methods are actually feasible.\u003c/p\u003e\n\u003ch4\u003e\n\u003ca href=\"#example-settlement-policy\" class=\"anchor\" id=\"example-settlement-policy\"\u003e\u003c/a\u003eExample Settlement Policy\u003c/h4\u003e\n\u003cdiv class=\"overflow-x-auto\"\u003e\u003ctable\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth\u003eStage\u003c/th\u003e\n\u003cth\u003eProcess\u003c/th\u003e\n\u003cth\u003eOperational Purpose\u003c/th\u003e\n\u003c/tr\u003e\n\u003c/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Stage\"\u003eReservation Payment\u003c/td\u003e\n\u003ctd data-label=\"Process\"\u003eCustomer makes payment on the platform\u003c/td\u003e\n\u003ctd data-label=\"Operational Purpose\"\u003eSecure transaction records\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Stage\"\u003eService in Progress\u003c/td\u003e\n\u003ctd data-label=\"Process\"\u003eCustomer leaves chat messages, schedule details, and requests on the platform\u003c/td\u003e\n\u003ctd data-label=\"Operational Purpose\"\u003eSecure evidence for disputes\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Stage\"\u003eService Completed\u003c/td\u003e\n\u003ctd data-label=\"Process\"\u003eStatus changed to “Completed”\u003c/td\u003e\n\u003ctd data-label=\"Operational Purpose\"\u003eSettlement pending begins\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Stage\"\u003e48 Hours After Completion\u003c/td\u003e\n\u003ctd data-label=\"Process\"\u003eDispute resolution period\u003c/td\u003e\n\u003ctd data-label=\"Operational Purpose\"\u003eAcceptance of incident reports and complaints\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Stage\"\u003eNo Dispute\u003c/td\u003e\n\u003ctd data-label=\"Process\"\u003eSettlement to provider\u003c/td\u003e\n\u003ctd data-label=\"Operational Purpose\"\u003eNormal transaction concluded\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Stage\"\u003eDispute Filed\u003c/td\u003e\n\u003ctd data-label=\"Process\"\u003eSettlement held pending review of evidence\u003c/td\u003e\n\u003ctd data-label=\"Operational Purpose\"\u003eDecision on refund, partial refund, or dismissal\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/div\u003e\n\u003cp\u003eThe 48-hour period is an example. Depending on the nature of the service, this may vary to 24 hours, 72 hours, 7 days, etc. Services where issues may be discovered later—such as pet care or interior design—may require a longer review period.\u003c/p\u003e\n\u003ch2\u003e\n\u003ca href=\"#dispute-data-that-must-be-available-on-the-administrator-dashboard\" class=\"anchor\" id=\"dispute-data-that-must-be-available-on-the-administrator-dashboard\"\u003e\u003c/a\u003eDispute Data That Must Be Available on the Administrator Dashboard\u003c/h2\u003e\n\u003cp\u003eTo handle disputes properly, administrators must be able to view the full context of a case on a single screen.\u003c/p\u003e\n\u003cdiv class=\"overflow-x-auto\"\u003e\u003ctable\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth\u003eData\u003c/th\u003e\n\u003cth\u003eReason for Inclusion\u003c/th\u003e\n\u003c/tr\u003e\n\u003c/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Data\"\u003eReservation Information\u003c/td\u003e\n\u003ctd data-label=\"Reason for Inclusion\"\u003eVerify date, amount, and scope of service\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Data\"\u003ePayment and Settlement Status\u003c/td\u003e\n\u003ctd data-label=\"Reason for Inclusion\"\u003eVerify refundable amount and whether payment is on hold\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Data\"\u003eChat History\u003c/td\u003e\n\u003ctd data-label=\"Reason for Inclusion\"\u003eVerify appointment details and whether prior notice was given\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Data\"\u003ePhotographic or File Evidence\u003c/td\u003e\n\u003ctd data-label=\"Reason for Inclusion\"\u003eVerify incidents, defects, or work results\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Data\"\u003eCancellation/Change History\u003c/td\u003e\n\u003ctd data-label=\"Reason for Inclusion\"\u003eVerify who requested the schedule change\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Data\"\u003ePrevious Dispute History\u003c/td\u003e\n\u003ctd data-label=\"Reason for Inclusion\"\u003eVerify whether the account has a history of recurring issues\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Data\"\u003eReasons for Moderator Decisions\u003c/td\u003e\n\u003ctd data-label=\"Reason for Inclusion\"\u003eUsed as a benchmark for similar future cases\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/div\u003e\n\u003cp\u003eIt is crucial to document the reasons behind moderator decisions. Recording why a full refund was issued, why a partial refund was issued, or why the supplier was deemed at fault helps establish consistent operational standards.\u003c/p\u003e\n\u003ch2\u003e\n\u003ca href=\"#policy-requirements-to-include-in-ai-development-prompts\" class=\"anchor\" id=\"policy-requirements-to-include-in-ai-development-prompts\"\u003e\u003c/a\u003ePolicy Requirements to Include in AI Development Prompts\u003c/h2\u003e\n\u003cp\u003eIf you simply instruct the AI to “create booking, payment, and chat features,” there is a high likelihood that the marketplace’s core rules will be omitted. You must specify the policies as shown below.\u003c/p\u003e\n\u003ch3\u003e\n\u003ca href=\"#prompt-example\" class=\"anchor\" id=\"prompt-example\"\u003e\u003c/a\u003ePrompt Example\u003c/h3\u003e\n\u003cpre\u003e\u003ccode\u003e\u003cspan\u003eCreate a pet sitter matching platform. Do not simply implement basic features; design the system to reflect the operational policies below.\n\u003c/span\u003e\u003cspan\u003e\n\u003c/span\u003e\u003cspan\u003e1. The sitter list should be sorted by default based on a combination of response rate, review rating, number of reviews, date of last activity, and booking completion rate.\n\u003c/span\u003e\u003cspan\u003e2. New sitters should be featured in a separate “New Sitters” section to prevent them from being completely buried due to a lack of reviews.\n\u003c/span\u003e\u003cspan\u003e3. Matching works as follows: a pet owner posts a request, sitters apply, and the pet owner selects a sitter after reviewing their profile and reviews.\n\u003c/span\u003e\u003cspan\u003e4. Cancellation and refund policies must be displayed on the screen before payment, and the user’s consent must be obtained.\n\u003c/span\u003e\u003cspan\u003e5. Before payment, restrict the sharing of phone numbers, email addresses, bank account numbers, and external messenger IDs.\n\u003c/span\u003e\u003cspan\u003e6. If patterns resembling contact information or bank account numbers are detected in chat, display a warning message about direct transactions.\n\u003c/span\u003e\u003cspan\u003e7. Hold settlement for 48 hours after service completion; if a dispute is filed during this period, suspend settlement.\n\u003c/span\u003e\u003cspan\u003e8. The operator must be able to view reservation information, payment status, chat history, supporting documents, and the reason for the decision all on a single screen.\n\u003c/span\u003e\u003cspan\u003e\n\u003c/span\u003e\u003cspan\u003eBefore implementation, please ask me first if there are any policies I haven’t specified that require a decision.\n\u003c/span\u003e\u003c/code\u003e\u003c/pre\u003e\n\u003cp\u003eThe last sentence is important. By designing the AI to ask about missing policies, the final product will be closer to a fully operational platform rather than just a collection of screens.\u003c/p\u003e\n\u003ch2\u003e\n\u003ca href=\"#thinking-in-terms-of-a-data-model\" class=\"anchor\" id=\"thinking-in-terms-of-a-data-model\"\u003e\u003c/a\u003eThinking in Terms of a Data Model\u003c/h2\u003e\n\u003cp\u003ePolicies must ultimately be represented as data. The items below represent a structure that can be implemented as basic tables and status values even in web frameworks like Ruby on Rails.\u003c/p\u003e\n\u003cdiv class=\"overflow-x-auto\"\u003e\u003ctable\u003e\n\u003cthead\u003e\n\u003ctr\u003e\n\u003cth\u003eDomain\u003c/th\u003e\n\u003cth\u003eExample Required Data\u003c/th\u003e\n\u003c/tr\u003e\n\u003c/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eUser\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003eRole, identity verification status, contact information disclosure status\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eProvider Profile\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003eExperience, service area, price, availability, introduction, verification status\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eVisibility Score\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003eResponse rate, rating, number of reviews, last activity date, cancellation rate, penalty history\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eRequest\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003eCustomer request details, preferred schedule, budget, location, status\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eProposal\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003eService provider’s proposal message, quoted price, available times\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eReservation\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003eSelected service provider, schedule, amount, cancellation deadline, completion status\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003ePayment\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003ePayment status, refund status, platform fees, amount scheduled for settlement\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eChat\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003eMessages, attachments, contact information detection, warning history\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eDispute\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003eReason, Supporting Evidence, Submission Time, Whether Settlement Is Pending, Decision Result\u003c/td\u003e\n\u003c/tr\u003e\n\u003ctr\u003e\n\u003ctd data-label=\"Domain\"\u003eSettlement\u003c/td\u003e\n\u003ctd data-label=\"Example Required Data\"\u003ePending Settlement, On Hold, Payment Complete, Failed, Retry Status\u003c/td\u003e\n\u003c/tr\u003e\n\u003c/tbody\u003e\n\u003c/table\u003e\u003c/div\u003e\n\u003cp\u003eWith this design, operational policies aren’t scattered throughout the code but are managed through statuses and records.\u003c/p\u003e\n\u003ch2\u003e\n\u003ca href=\"#pre-launch-checklist\" class=\"anchor\" id=\"pre-launch-checklist\"\u003e\u003c/a\u003ePre-Launch Checklist\u003c/h2\u003e\n\u003cul\u003e\n\u003cli\u003eHave you established default sorting criteria?\u003c/li\u003e\n\u003cli\u003eIs there a way to provide exposure opportunities for new suppliers?\u003c/li\u003e\n\u003cli\u003eHave you decided on the matching method: automatic matching, assisted selection, or a hybrid model?\u003c/li\u003e\n\u003cli\u003eHave you distinguished between customer cancellations and supplier cancellations?\u003c/li\u003e\n\u003cli\u003eAre refund rates and timing disclosed before payment?\u003c/li\u003e\n\u003cli\u003eIs sharing contact information and bank account numbers restricted before payment?\u003c/li\u003e\n\u003cli\u003eDo the warnings about direct transactions prioritize explaining the benefits of protection over penalties?\u003c/li\u003e\n\u003cli\u003eAre the platform’s commission rates and settlement calculation formulas clear?\u003c/li\u003e\n\u003cli\u003eIs there a settlement hold period after service completion?\u003c/li\u003e\n\u003cli\u003eCan settlements be automatically paused when a dispute is filed?\u003c/li\u003e\n\u003cli\u003eCan operators view supporting documents and chat logs on a single screen?\u003c/li\u003e\n\u003cli\u003eAre the reasons for operator decisions recorded?\u003c/li\u003e\n\u003cli\u003eHave you instructed the AI or development team to “ask first if a policy hasn’t been established”?\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2\u003e\n\u003ca href=\"#conclusion\" class=\"anchor\" id=\"conclusion\"\u003e\u003c/a\u003eConclusion\u003c/h2\u003e\n\u003cp\u003eThe most dangerous misconception in the initial development of a matching platform is the belief that “if the features are there, the marketplace will run on its own.” In reality, what drives a marketplace are rules such as exposure, matching, cancellations, fees, settlements, and dispute resolution.\u003c/p\u003e\n\u003cp\u003eAI can generate code quickly, but it is up to the founder to determine which behaviors to reward and which risks to prevent. To prevent fee leakage and maintain service quality, you must document these five policies before launch and integrate them into user interfaces, status indicators, admin features, and customer guidance messages.\u003c/p\u003e\n","tags":["AI Development","Matching platform","Marketplace","Fees","Direct transaction prevention","Policy design"],"faqs":[{"question":"Why are policies more important than features on a matching platform?","answer":"A matching platform’s revenue depends on the fees generated when transactions are completed within the platform. If the platform only offers booking, payment, and chat features—but lacks provisions for visibility, cancellations, prevention of direct transactions, and settlement rules—users may conduct transactions outside the platform, and providers may become dissatisfied with the platform’s unfair practices."},{"question":"Why is it risky to disclose your contact information before making a payment?","answer":"If contact information is disclosed before payment, there is a higher likelihood that buyers and sellers will transact directly without going through the platform. In this case, not only does the platform fail to collect fees, but it also finds it difficult to provide protective features such as refunds, dispute resolution, and transaction history verification."},{"question":"Is blocking a contact enough to prevent direct transactions?","answer":"Blocking contact information is necessary but not sufficient. The platform must be designed so that users perceive a tangible benefit—such as the ability to receive refunds, have payments held, access dispute resolution, and have their chat history protected—only when they make payments within the platform; this will reduce the incentive for direct transactions."},{"question":"For pet sitting or tutoring matches, which is more suitable: automatic assignment or the application process?","answer":"For pet sitting, child care, and tutoring services—where trust is crucial—a system based on applications and customer selection is generally more appropriate. When customers directly compare and choose based on profiles, reviews, experience, and pricing, their trust in and acceptance of the results increase."},{"question":"When should I display the cancellation policy?","answer":"Cancellation and refund policies must be displayed before payment is made and the user’s consent must be obtained. If restrictions are communicated after payment has been made, there is a high likelihood of customer disputes and allegations of unfair practices."},{"question":"What is an appropriate penalty if a supplier cancels suddenly?","answer":"On early-stage platforms, non-monetary penalties—such as deductions from visibility scores, restrictions on top-of-the-page placement, and booking restrictions for repeated cancellations—are generally easier to implement in practice than monetary penalties. However, specific sanctions must be determined in accordance with the terms of service, local regulations, and the nature of the service."},{"question":"Why isn't payment processed immediately after the service is completed?","answer":"If settlement is deferred for a certain period, the platform can mediate full or partial refunds when issues such as service defects, accidents, or no-shows are reported. Once the full amount has already been paid, the platform’s ability to effectively mediate such matters is significantly reduced."},{"question":"Is the 48-hour settlement hold suitable for all services?","answer":"48 hours is just one example. For simple services, the period can be shorter, while services such as pet care or interior design—where issues may not be discovered until later—may require a longer verification period."},{"question":"What is the one sentence you must include when entrusting the development of a matching platform to AI?","answer":"It’s a good idea to add the following sentence at the end of the prompt: “If there are any decisions to be made regarding policies I haven’t specified before implementation, please ask me first.” This sentence prompts the AI to check for any missing operational rules, thereby reducing gaps in the planning process."},{"question":"Can the escrow system just be implemented as is?","answer":"No. Settlement hold mechanisms similar to escrow may be subject to payment service provider terms and conditions, regional financial regulations, and e-commerce regulations. You must review the payment provider’s documentation and conduct a legal review before the actual launch."}],"sources":[{"url":"https://docs.stripe.com/connect","title":"Stripe Docs: Connect","type":"source"},{"url":"https://digital-strategy.ec.europa.eu/en/policies/platform-business-trading-practices","title":"European Commission: Platform-to-business trading practices","type":"source"},{"url":"https://www.ftc.gov/business-guidance/resources/bringing-dark-patterns-light","title":"Federal Trade Commission: Exposing Dark Patterns","type":"source"}],"images":[{"id":288,"url":"https://injoys.com/rails/active_storage/blobs/proxy/eyJfcmFpbHMiOnsiZGF0YSI6MzA5MSwicHVyIjoiYmxvYl9pZCJ9fQ==--3592bdae32a2213c56d8355eb7faa2adab6c3678/ai-2c4cebee.webp","is_representative":true,"generation_method":"ai_image","license":"ai_generated","mime_type":"image/webp","translations":{"ko":{"alt":"이용자와 전문가를 연결한 중앙의 방패와 수수료, 평점, 일정, 규칙 아이콘","caption":"매칭 플랫폼의 거래 보호와 품질 관리를 상징하는 운영 정책 일러스트입니다.","description":null},"en":{"alt":"Users and professionals connected to a central shield with fee, rating, schedule, and rule icons","caption":"The illustration shows platform policies for protecting transactions and maintaining service quality.","description":null},"ja":{"alt":"利用者と専門家を中央の盾につなぎ、手数料、評価、日程、ルールのアイコンを示す図","caption":"取引保護と品質管理のためのマッチングプラットフォーム運用ルールを表しています。","description":null},"es":{"alt":"Usuarios y profesionales conectados a un escudo central con iconos de tarifas, valoraciones, agenda y reglas","caption":"La ilustración representa políticas de operación para proteger transacciones y mantener la calidad.","description":null},"id":{"alt":"Pengguna dan profesional terhubung ke perisai pusat dengan ikon biaya, rating, jadwal, dan aturan","caption":"Ilustrasi ini menggambarkan kebijakan platform untuk melindungi transaksi dan menjaga kualitas layanan.","description":null},"pt":{"alt":"Usuários e profissionais conectados a um escudo central com ícones de taxas, avaliações, agenda e regras","caption":"A ilustração mostra políticas da plataforma para proteger transações e manter a qualidade.","description":null},"zh-hant":{"alt":"用戶與專業人員連到中央盾牌，周圍有費用、評分、排程與規則圖示","caption":"這張插圖呈現媒合平台用來保護交易與維持品質的營運政策。","description":null}}},{"id":289,"url":"https://injoys.com/rails/active_storage/blobs/proxy/eyJfcmFpbHMiOnsiZGF0YSI6MzA5NywicHVyIjoiYmxvYl9pZCJ9fQ==--0b5eabdcb2e7a33a83eae8920bc2e1a7cb18e7ba/ai-903eceec.webp","is_representative":false,"generation_method":"ai_image","license":"ai_generated","mime_type":"image/webp","translations":{"ko":{"alt":"체크 표시 파이프와 다섯 정책 아이콘이 있는 매칭 플랫폼 운영 대시보드","caption":"매칭 플랫폼 운영자가 품질, 일정, 수수료, 규정을 관리하는 모습을 보여준다.","description":null},"en":{"alt":"Matching platform control dashboard with a checked pipeline and five policy icons","caption":"The dashboard visualizes rules for managing matches, fees, schedules, and quality.","description":null},"ja":{"alt":"チェック付きの配管と5つの方針アイコンがあるマッチング平台の操作盤","caption":"マッチング平台の品質、日程、手数料、ルール管理を表している。","description":null},"es":{"alt":"Panel de control de una plataforma de matching con tubería verificada y cinco iconos de políticas","caption":"El panel muestra reglas para gestionar coincidencias, tarifas, calendarios y calidad.","description":null},"id":{"alt":"Dasbor kontrol platform pencocokan dengan pipa bertanda centang dan lima ikon kebijakan","caption":"Dasbor ini menggambarkan aturan untuk mengelola kecocokan, biaya, jadwal, dan kualitas.","description":null},"pt":{"alt":"Painel de controle de plataforma de matching com tubulação aprovada e cinco ícones de políticas","caption":"O painel representa regras para gerir combinações, taxas, prazos e qualidade.","description":null},"zh-hant":{"alt":"配對平台控制面板，含打勾管線與五個政策圖示","caption":"這個面板呈現配對、費用、時程與品質管理規則。","description":null}}}],"published_at":"2026-07-26T05:56:02+09:00","updated_at":"2026-07-26T05:56:02+09:00","license":"cc_by","translation_status":"reviewed","available_locales":["ko","en","ja","es"],"data_locales":["ko","en","ja","es","id","pt","zh-hant"],"url":"https://injoys.com/en/articles/matching-platform-policy-5-rules"}