The Two-Sided Challenge

Marketplace support is uniquely complex because you have two customer groups with sometimes opposing interests. A buyer wants a refund; a seller wants to keep the revenue. Your support team must be fair, transparent, and consistent.

Separate Queues, Unified Context

Route buyer and seller tickets to specialized agents who understand their respective perspectives. But ensure agents can see the full picture — both sides of a transaction — to make fair decisions.

Dispute Resolution

Disputes between buyers and sellers are the hardest support scenarios. Create clear policies for common disputes (item not received, item not as described, service quality issues) and empower agents to resolve within defined guidelines.

Trust and Safety

Marketplace support teams also handle trust and safety — fraud detection, policy violations, account suspensions. These require different skills and escalation paths than standard support.

Scaling Marketplace Support

As your marketplace grows, self-service becomes critical. Build comprehensive help centers for both buyers and sellers. Use AI to handle common questions and flag potential disputes early.