[bisq-network/roles] Mediator (#83)

[huey735]

# 2021.02.10 [CALL] Kickstart Support Calls

On the February 10th 2021, me and @leo816  led a call to discuss the state of the Support Team and how to move forward.

## Discussions

### Common bugs

#### Failed trades - Ghost Locked Funds
 - Are usually due to valid transactions that don't get confirmed (maybe got kicked out of the mempool) or due to Bisq trying to spend invalid outputs.
 - There's  a solution being worked on by @jmacxx x that may involve looking for transactions on the mempool and notify the user. Maybe recommend them Resync SPV to fix the issue.
 - Restoring the wallet from seedphrase is no longer a recommended fix.

#### Trade timeout (fake failed trades)
 - We should always first check if the Deposit transaction is broadcast. If so it's safe to continue with the trade despite the error messages

#### Overall suggestions
  - suggest migration to new directory and get a new wallet only when:
    + the trader has repeated issues with the wallet
    + a wallet is relatively old (over a year) or has loads of transactions
  - Traders should avoid having parallel wallets
  - Only recommend SPV resync when there are invalid transactions
  - In the extreme cases when it's necessary to restore from seed do not tell people to use Electrum, use Bisq instead to avoid confusing traders. Avoid external tools as possible. This may lead to double-spend risks and unwittingly burning BSQ

### Mediation

#### Tickets' Summary notes
  - Mediators should make explicit to the Arbitrator WHAT the traders did and WHY.
  - Keep the summaries short
  - Do not share sensitive information
  - It was suggested:
    - that "Buyer not responding" should be added to the categories. Or to change "Seller not responding" to "Trader not responding"
    - to remove "Trade already settled" as that could be specified under "Other"

#### What to improve?
  @pazza83  joined to echo the points made in https://github.com/bisq-network/proposals/issues/307. Mainly that mediators should layout for the traders the steps that they can expect from the mediation process and that there should be set standards so that the resolution suggestions wouldn't vary wildly from mediator to mediator.


#### Overall suggestions
  - The Support and Developer teams should make an effort to focus on an issue per cycle
  - The Support Team should feel free to directly contact developers  about bugs because they may lose track of some things due to the high volume of responsibilities they have at hand.


## Next call ( February 17th 2021 18h00 CET)
- Establish the structure of calls:
  + Go through updates and proposals that are relevant to the Support Team
  + Discuss most common bugs/issues and refine our answers to it
  + Discuss etiquette and develop a script for mediators and support agents



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