SINGAPORE — An elderly customer bought a package for hair services, costing up to a four-figure sum, but apparently changed her mind soon after and wanted a refund.

She and the retailer tried to come to an agreement, with the help of a mediator from the Consumers Association of Singapore (CASE). 

During the two-hour-long mediation process, family members of the consumer were also present to meet the retailer. However, CASE mediator Eleanor Lin sensed a need to talk to the elderly customer privately and found out that she had wanted to continue with the package, but her family did not see the need for her to be spending so lavishly on such treatments.

Eventually, Ms Lin got the elderly customer to consider what she personally wanted, and both parties came to an agreement to switch the package to another hair treatment more suited to the consumer.

“A lot of consumers or retailers come into the mediation process to stop the other party from getting what they might want,” she said. “But, we also have to keep them thinking on what they really want and hope to achieve through this mediation process.”

Ms Lin, 33, who has been volunteering with CASE for the past three years, said this experience had also motivated her to think creatively on ways to solve disputes.  

The regional legal counsel for a multinational corporation, who volunteers about once a month, said the mediation processes are generally pleasant. She has to step in only occasionally to remind either party not to use accusatory words on the other.

CASE is seeing better success rates in its mediation cases. Last year, it handled 125 disputes and around three-quarters of the cases were resolved. In 2013, only about 68 per cent of the 146 cases were settled.

The association has 94 mediators who have undergone training prior to taking up cases, and growing its pool of mediators is on CASE’s to-do list, said its executive director, Mr Seah Seng Choon.

He added that the paid mediation service is another recourse option for consumers, noting that Singaporeans are increasingly aware of their rights.

Another mediator, Mr Michael Chew, 54, said it is important for people like him to stay objective during the mediation process. 

“Once you lose that neutrality, your role is compromised and one party will not want to trust you,” said Mr Chew, the owner of an insurance brokering company.

He also has this advice for consumers: Avoid making expensive purchase decisions on the spot, and check online reviews to gauge the merits of a product.