Key Takeaways
- Escrow release, dispute open, and policy-strike notices are trust SMS — not a segment you can “boost engagement” with.
- Seller vacation mode must mute bid fan-out without muting “buyer paid, ship now.”
- Free is 1 device, 300 SMS lifetime, and 300 contacts. Platform price is devices plus send volume; you buy the phones and airtime.
- Marketplace chat CSV is conversation residue. It is not a consented promo list.
- Login OTP and payout OTP stay off the trust-and-safety batch device.
Summary
Scenario 71 is the trust-and-safety cut of marketplace lists — escrow, disputes, vacation mode — not the buyer/seller/promo split from the earlier playbook. A marketplace that treats “opened a case once” as a forever segment will spend airtime on people who already left. Service pricing is devices plus SMS send volume. You supply the Android and operator credit. Free is 1 device, 300 SMS lifetime, and 300 contacts.
Business allows 15 devices so T&S, OTP, seller-ops, promo, and region spares can actually be separate radios. Uncapped platform volume is still not free carrier SMS. Confirm imports in Developer Center.
open case · vacation · chat export
closed cases leave the T&S ledger tonight
Dispute and escrow are their own ledger
Membership: parties on an open case or a held payout. Templates: case id, deadline, portal link — no “while you wait, list another item.” When the case closes, the number leaves this ledger the same day. Complaints about tone belong in the inbox owner’s queue, not a growth experiment.
Contacts and lists, OTP, security and trust.
If vacation mode only flips a boolean on the seller profile, bid fan-out will keep paging them. The list job must read vacation as a hard suppress for demand SMS and a hard allow for “buyer paid — ship.”
Trust-and-safety list matrix
| Ledger | In | Out |
|---|---|---|
| Open dispute | Case opened, both parties | Case closed or withdrawn |
| Escrow hold | Payment captured, not released | Release or refund posted |
| Vacation suppress | Seller enabled vacation | Seller returned or forced ship-now |
| Chat export | Never, for promo | Quarantine if someone imports it |
Seller vacation mode
Demand alerts pause. Payout, dispute, and policy-strike SMS do not. Document that for support so a seller who said “I’m away” still hears “you have 24 hours to respond to this case.” Quiet hours apply to demand, not to a legal hold notice your counsel already approved.
Chat export is not a list
In-app chat numbers are collected for that conversation. Exporting them into a weekend blast is a consent failure and a trust failure. Quarantine any import whose source is “chat dump.” See bulk SMS consent and Google Ads SMS/MMS policy.
Devices, volume, and airtime
T&S volume is spiky when a category is frozen. Budget platform sends and operator credit separately from promo. Free (1/300/300) is a staging marketplace. OTP devices stay off this queue.
Trust-queue operations
Daily: pairing, charge, open-case count vs last night’s send, STOP on promo only. Weekly: purge closed cases from T&S. Canary a dispute template on staff accounts after OEM updates. Setup, Downloads, pricing.
Decision guide
Ship when T&S, vacation, and chat-export quarantine exist as code, not a wiki. Delay if growth can import any CSV. If you will not operate phones, buy aggregator SMS for notices and accept their per-message model.
T&S checklist
- Open-case and escrow ledgers auto-expire on close.
- Vacation suppresses demand only.
- Chat export imports fail closed.
- OTP / payout codes isolated.
- Purpose-level STOP on promo, not on open cases unless asked.
- Developer Center fields confirmed.
Next steps
Gateway overview, scenario 11 marketplace ledgers, DLR.
Related product pages
Jump to the live product docs for this topic—not another long-form article.
- contacts, lists, and segmentsAudience hygiene
- bulk SMS from Excel and CSVSpreadsheet campaigns
- bulk SMS with consent best practicesHigh-volume outreach
- SMS API documentationLive endpoint reference
