Connect strangers safely, on your platform's terms
Buyers and sellers talk through your number, every call is recorded against the order, a dispute becomes a ticket for the right team, and a payment link in the chat closes it.
Numbers hidden both ways ✦ Recorded and reportable ✦ Mappings from your platform
Sofia · buyerDials +91 22 4890 1140Calling…
Karan · sellerSees +91 22 4890 1140—Ticket
#61 · Dispute → Damaged itemThe most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Every order. Every call. Every dispute.
The order confirmation on WhatsApp, the masked call between buyer and seller, its recording, the dispute ticket and the refund all attach to one record, searchable by your order reference. Trust and safety listens to the call instead of refereeing two stories.
- Your reference on every call and every webhook.
- Outcome per side: answered, busy, unreachable, hung up while ringing.
- Payment events on the thread: captured, failed, refunded, settled.
Built for two-sided trust
Mask every number, both ways
Masked connect on your number, or a connect call placed by your platform. Both sides see your business number; unknown callers match with an order code on the keypad.
Learn moreRoute disputes to the right team
A dispute becomes a ticket with a category, a priority and an owner picked by a pool, with the call recording on the same order and an email on every change.
Learn moreTake and refund money in the chat
Razorpay payment links with an amount and expiry, status flowing back onto the conversation, and a payment account per store so money settles where it should.
Learn moreRecorded, reported, in your region
Every connect recorded from the moment both are on the line, kept in the region you choose, and reportable by your order reference.
Learn moreYour platform decides who talks, pays and gets told
Mappings arrive from your platform through the partner API or a file. Connect calls place a call between buyer and seller with your order reference and an idempotency key. Razorpay links take payment in the chat and settle per store. Shopify order notifications and signed webhooks keep both sides and your systems in step, and Zapier carries the rest. Voice runs on Tata Tele Smartflo, Airtel MSIP, Lodgestory Voice or SignalWire.
- POST calls/connect with your reference; same key, same call.
- Razorpay with one payment account per store, India only.
- 40 webhook events, HMAC-signed, retried, replayable.
Webhooks · platform.example
From “it arrived broken” to a ticket with the recording
The buyer writes on WhatsApp. The agent, or a bot journey, opens a ticket with Dispute and Damaged item, sets the priority, and the trust and safety pool hands it to whoever is on. The masked call between buyer and seller is already on the order, so the reviewer listens before deciding. Every status change emails the right people and the buyer hears on their own channel.
- Captured details such as order id and item on every dispute ticket.
- Kaylee asks before a refund, and a timed-out approval is rejected.
- Atomic bulk actions for the weekly review.
The refund that closes the ticket, in the same chat
Trust and safety approves the refund. The agent, or Kaylee with that approval, drops a Razorpay link or issues the refund, and authorisation, capture, failure, refund and settlement events flow back onto the conversation. The ticket moves to Resolved, the buyer hears on WhatsApp, and a CSAT survey follows.
- One-click Razorpay connection, many submerchant accounts, one per store.
- Links on any text channel, minimum ₹1.
- Live KYC and settlement status per account.
Payment · Acme Market · Store 12
Solutions for every team at a marketplace
Listen to the call, then decide
Every buyer-seller connect is recorded on the order. Disputes arrive as tickets with a category and the recording beside them, routed by pool to whoever is on.
- Outcome per side on every call
- Refunds approved by a person, logged
- Weekly review with atomic bulk actions
Sellers reach buyers without a phone book
A seller dials your number and reaches the buyer for the order they are on. Order updates go out as templates; seller questions land in the inbox with the order on screen.
- Sticky caller id per customer
- Order-code keypad for unknown callers
- Kaylee answers policy and timing questions
“Where is my order?” answered on the channel they used
Confirmation, dispatch and delivery templates from your platform, replies into one inbox, Kaylee on the predictable ones, a ticket for the rest.
- WhatsApp, email, web chat and voice in one queue
- Per-recipient delivery status
- CSAT after every resolved ticket
Three API calls and a webhook
Push a mapping, place a connect call with your order reference, send a template, and receive every outcome signed on your endpoint. The same operations through the MCP server for your own assistant.
- Idempotency keys on connect calls
- Delivery log with replay
- Reports API for your dashboards
How to run marketplace communication with Lodgestory
Get numbers and mask them
Request India or US numbers, choose a provider, and point a number at masked connect with your greeting and the order-code prompt. Connect Razorpay and link a payment account per store.
Connect your platform
Push mappings and connect calls with your order reference, send utility templates for confirmation, dispatch and delivery, and subscribe to call, message, ticket and payment webhooks.
Set up disputes and the AI
A Dispute ticket workflow with Damaged, Not received and Refund, a trust and safety pool, Kaylee with your policies in a knowledge base, and refunds marked Needs approval.
In practice
A home-services marketplace, one job at a time
A buyer books a repair and the platform pushes the mapping to the assigned seller. The seller calls to confirm the time through the marketplace's number; the buyer's phone shows the same number. The job runs late and the buyer writes "it arrived broken" on WhatsApp. The agent opens a Dispute ticket, the trust and safety pool hands it to whoever is on, the reviewer listens to the recording on the order, approves a partial refund in the Kaylee console, and the agent issues it from the chat. The ticket resolves, the buyer hears on WhatsApp, and a CSAT survey follows.
Private by design, recorded by default
Neither side learns the other's number. Every connect is recorded from the moment both are on the line, kept in the region you choose, and reportable by your order reference. Refunds marked Needs approval cannot run without a person.
Visit the trust centerGuides for marketplace teams
Routing, the order-code fallback, recording and mappings.
Take and refund money without leaving the conversation.
One API call, two phones, your order reference on every event.
Ready to connect buyers and sellers safely?
Mask a number, push the first mapping from your platform and take the first payment in the chat this week.
Questions, answered
The things marketplace teams ask before they connect two strangers.
Through masked connect on a Lodgestory Voice number, or a connect call placed by your platform through one API call. Both sides see your business number as caller id; neither learns the other's real number. Unknown callers match with an order code or their registered number on the keypad. Every connected call is recorded and reportable.
Yes. Your system pushes, updates and removes buyer-to-seller mappings through the partner API, or bulk-imports them by file, and connect calls carry your own order reference, which comes back on every webhook and in the call record. Caller id can rotate through a pool of your numbers, pick at random, or stay sticky per customer.
The message, on WhatsApp, email or web chat, becomes a ticket from the conversation with a category such as Damaged, Not received or Refund, a priority and an owner picked by a ticket pool for the trust and safety team. The recording of the buyer-seller call sits on the same order record. Status changes email the right people and the buyer hears on their own channel.
Yes, in India, through Razorpay. Any team member drops a payment link into the conversation with an amount, description and expiry, and authorisation, capture, failure, refund and settlement events flow back onto the thread. Each store can be linked to its own payment account so money settles where it should.
Approved WhatsApp utility templates with named placeholders, sent from your systems through the API, from a bot journey or a campaign, tracked per recipient as sent, delivered, read or failed. Replies land in the inbox where Kaylee answers the predictable ones and a person handles the rest.
Yes. Kaylee answers order status, policy and timing questions from your knowledge base, calls tools you define against your platform, and asks your team before anything you mark Needs approval, such as a refund. Timed-out approvals are rejected, not quietly made.
Masked connect works on India and US numbers. Voice runs on Tata Tele Smartflo, Airtel MSIP, Lodgestory Voice in India and the US, and SignalWire in the US. Razorpay payment links are India only.