Marketplace buyer-seller support with message.com
Two-sided marketplaces have two-sided support: buyers, sellers, and the disputes between them. message.com routes each side, links the conversations to the same transaction record, and gives trust-and-safety reviewers full context.
The problem
Marketplaces juggle three support populations: buyers, sellers, and the marketplace operator. Disputes (item not as described, refund requests, fraud reports) require both sides of the conversation, plus the transaction record, plus policy citations. Generic tools don't link the two sides. Per-seat pricing punishes the part-time trust-and-safety reviewer.
How message.com handles it
Both buyers and sellers chat to your platform. Custom attributes tag the conversation with the transaction ID, role (buyer/seller), and dispute status. Trust-and-safety reviewers see both sides of the dispute on a single record with policy citations from your help center.
Common workflows
Refund request
Buyer initiates; AI captures order ID and reason; routed to T&S.
Item not as described
Photos captured in chat, both parties contacted.
Seller payout questions
AI looks up Stripe Connect payout schedule.
Fraud reports
Routed to T&S with the relevant transaction frozen.
Account suspension appeals
Routed to a specialized review queue.
Stripe Connect for transaction and payout data, your internal admin API for order details, custom attributes for buyer/seller role tagging, and audit log export for regulatory review.
Business at $19 a month flat. Unlimited agents covers part-time T&S reviewers without per-seat cost.