Key Takeaways
- Scenario 1943 is returns, dispute, and trust-and-safety contact lists — not the sold/payout list from other marketplace posts.
- A return ticket number is transactional. A “rate this seller” nudge is marketing. Split MSISDNs.
- Free caps contacts at 300. Do not dump every disputed account into the gateway address book.
- Priced by devices and SMS send volume. You use your own phone and operator SMS credit.
- Staff console OTP stays on its own phone. Dispute volume spikes on Monday mornings.
- Developer Center owns list/send fields.
Summary
Scenario 1943 is marketplace contact lists for returns and disputes. Trust and safety owns the case. The Android only sends. Do not reuse the “item sold” radio for “your appeal was denied.” Priced by devices and SMS send volume. You use your own phone and operator SMS credit.
If inbound “I shipped it” lands on the same inbox as flash-sale STOP, a human will close the wrong case. Split the lists before you split the team.
Returns and dispute lists
Pull MSISDNs from the case record with consent flags, not a weekly CRM dump. Marketplace templates · marketplace KPIs. Fields: Developer Center. Industry context: GSMA.
List map
| List | SMS | Device | Inbound |
|---|---|---|---|
| Buyer — return window | Label expiry, pickup PIN | T&S transactional pool | Case queue, not marketing |
| Seller — appeal / hold | Payout hold reason + portal | Seller T&S pool | Named officer |
| Staff | Console OTP | Dedicated OTP phone | No bot |
| Win-back promo | Category push | Promo MSISDN | STOP persist |
Mute vs STOP
Account mute in the app is not SMS STOP. Persist both. Blacklist · STOP. E.164 from the case — number formats.
Cost
Priced by devices and SMS send volume. You use your own phone and operator SMS credit. Free: 1 device, 300 SMS lifetime, 300 contacts. Developer: 25,000 SMS/year. Paid plans uncap platform volume; devices still meter. We do not sell unlimited carrier SMS. Pricing.
Trust-and-safety ops
Monday dispute spikes need a spare radio. Failover · Doze · setup. DLR ≠ case closed — DLR.
Security
Do not SMS full payout bank details. Rotate keys after a vendor. Trust Center · OTP.
Checklist
- Case id on every enqueue.
- Buyer/seller/staff/promo lists separate.
- Contact cap vs Free 300 understood.
- OTP isolated; spare paired.
- STOP vs case-mute documented.
Next steps
Transactional SMS · SMS API documentation.
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
