Let buyers and sellers talk — without ever sharing a phone number
Two-sided platforms run on contact between strangers. Lodgestory's Masked Connect routes every buyer-seller call through one platform number with both real numbers hidden, records it for trust and safety, and keeps order updates, disputes, and routing in sync with your system over API.
Connecting two strangers is hard to do safely.
Buyers and sellers need to reach each other to close an order — but handing over real phone numbers invites off-platform deals, harassment, and disputes you cannot see.
Personal numbers get exposed
Share a seller's mobile to arrange a delivery and you have lost control: the contact lives outside your platform forever, and so do the next ten orders.
No record when it goes wrong
When a buyer claims a courier was rude or a seller never showed, there is no call log, no recording, and no way to tell who is right.
Disputes land in the wrong place
Refund requests, no-shows, and damaged-item complaints arrive across calls and chats with no owner, and bounce between teams while the customer waits.
Private contact between strangers, on your platform's terms
The building blocks of Lodgestory map directly onto how a two-sided marketplace connects, notifies, and protects both sides of every order.
Masked Connect for buyer-seller calls
Buyers and sellers call each other through a single platform number — both real numbers stay hidden. They get to talk; nobody walks away with the other's mobile.
Mappings synced your way
Pair the right buyer and seller for an order by CSV upload or your partner API, so the proxy number always connects the two people who belong on that call.
Disputes routed to the right team
Refunds, no-shows, and complaints become tracked tickets with an owner and an SLA timer, routed to the team that handles that case instead of bouncing around.
Order updates that reach both sides
Broadcast order-confirmed, out-for-delivery, and rating-request messages over WhatsApp and email to buyers and sellers, with delivery tracking on each send.
One order, kept private end to end
Order placed
Your platform calls the Lodgestory API to map this buyer and seller to a proxy number for the order — no real numbers change hands.
They connect
Either side dials the platform number; Masked Connect bridges the call with both real numbers hidden, and records it for trust and safety.
Updates go out
As the order moves, automated WhatsApp and email broadcasts keep buyer and seller informed without anyone exchanging contact details.
Issue raised
A complaint becomes a ticket routed to the right team, with the call recording and disposition attached so it is resolved on facts.
Everything this solution runs on
Masked Connect calling
Route every buyer-seller call through one platform number with both real numbers hidden, recorded and reportable for trust and safety.
CSV or API mappings
Load buyer-seller pairings in bulk by CSV, or sync them in real time from your order system through the partner API.
IVR & smart routing
Greet callers with a voice menu and route to the right person or team by order type, region, or priority before a call ever connects.
Omnichannel inbox
Calls, WhatsApp, and email about an order sit on one timeline, so support sees the full history of both sides in a single place.
AI agents
AI voice and chat agents field order-status questions and first-line support, handing off to a human with the full transcript when needed.
Recordings & dispositions
Every connected call is recorded with a disposition, giving trust-and-safety teams the evidence to settle disputes quickly.
What marketplace teams get out of it
- Let both sides talk without ever exposing a personal number
- Keep contact and orders on your platform instead of leaking off it
- Settle disputes from recorded calls instead of he-said-she-said
- Route every complaint to an owner with an SLA timer
- Keep buyers and sellers updated with order broadcasts
- Sync masking and routing straight from your order system over API
Before and after Lodgestory
Before
- Buyers and sellers swap personal numbers and take the next deal off-platform
- A dispute is one person's word against another's, with no call log
- Complaints bounce between teams with no clear owner
- Order updates depend on people remembering to message each other
With Lodgestory
- Both sides talk through a platform number with their real numbers hidden
- Every connected call is recorded and reportable for trust and safety
- Each dispute becomes a routed ticket with an owner and an SLA timer
- Order broadcasts keep buyers and sellers informed automatically
Plugs into the tools you already run
Questions, answered
How does Masked Connect hide both numbers?
Each buyer-seller pair is mapped to one platform number. When either side dials it, Lodgestory bridges the call to the other party while both real numbers stay hidden — neither person sees the other's mobile.
How do I tell Lodgestory which buyer pairs with which seller?
Two ways: upload the mappings in bulk by CSV, or sync them in real time from your order system through the partner API and webhooks, so the proxy number always connects the right two people.
Are masked calls recorded for disputes?
Yes. Every connected call is recorded and reportable, with a disposition, so your trust-and-safety team can review what happened and resolve refunds, no-shows, and complaints on facts.
Does Lodgestory connect to our platform and order system?
Yes. A REST API and webhooks let you sync masking mappings, trigger order broadcasts, and push events between Lodgestory and your platform, and it connects to tools like Razorpay, Shopify, and Zapier.
Connect both sides — keep both numbers private.
Spin up Masked Connect and sync your first buyer-seller mappings today, or get a walkthrough tailored to your marketplace.