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AI customer support for online marketplaces

Support both sides.
Keep trust intact.

Emily is Level3AI’s AI agent for marketplace customer support. It helps buyers and sellers with orders, delivery issues, disputes and refunds, using the listing, messages, evidence and payment state in your systems.

See Emily in action

Customer example: Carousell cut agent costs by 60% and resolution time by 50%.

Illustrative marketplace scene: a buyer inspects a pre-owned camera with its seller at a city cafe

BUYER + SELLER / ONE CONNECTED JOURNEY

EMILY / MARKETPLACE SUPPORT

A good trade starts with trust.

The people. The transaction. The next step.

01 / TWO PEOPLE + ONE TRANSACTION

Two sides to the story.
One connected case.

A buyer sees the item received. A seller sees the item sent. Emily connects both accounts to the transaction and gathers the evidence needed to move forward.

help.yourbrand.com / orders

HELP / BUYING + SELLING

Help with an order.

Shopper checking a parcel delivery on her phone

Returns and refunds

Item not as described

Seller payouts

02 / CAROUSELL + LEVEL3AI

Marketplace complexity.
Proven in production.

Carousell uses Emily across its marketplace support operation. The published story connects customer outcomes with the daily work of AgentOps.

PUBLISHED CUSTOMER STORY

Complex support.
At marketplace scale.

Carousell's published story describes Emily handling transaction disputes, payment issues, account security and listing policies across live chat and email, with contextual handoffs when needed.

60%reduction in agent costs

50%reduction in resolution time

Read the Carousell story

6 markets5 languages

The published deployment spans regional policies and languages on one support platform.

KEEP IMPROVING AFTER LAUNCH

Carousell's team uses AgentOps tools to inspect cases and improve workflows.

Explore AgentOps

03 / BUYING + SELLING + EVERYTHING BETWEEN

Keep the trade moving.
Even when plans change.

Cover the everyday questions and the exceptions that can turn a good transaction into a difficult one.

Buyer support

Help with purchases, order changes and item questions. Connect requests to the right listing and order, with guidance for the transaction type.

Seller support

Guide listing, fulfilment and payout questions. Check dispatch records, order status and account requirements before recommending an action.

Transactions + delivery

Investigate failed payments, cancellations and missing parcels. Compare order events, carrier tracking and payment state to identify the next step.

Disputes + evidence

Bring listing snapshots, messages, photos and delivery records into the same case. Apply the relevant policy and route sensitive or ambiguous decisions to the team.

Returns + refunds

Guide the available return or refund route, keep the case attached to the order and verify the resulting payment status before calling it complete.

Account + trust

Support access and verification requests. Route suspected fraud, account restrictions and safety concerns to the right specialist with the relevant context.

04 / THE CONTEXT BEHIND THE RESOLUTION

Connect the records.
Clarify the next step.

A useful reply depends on what happened, which policy applies and what the connected systems can actually confirm.

Marketplace + helpdesk

Buyer and seller identities, listings, orders, message history and related cases. Keep each follow-up connected to the same transaction.

Payments + payouts

Authorisations, captures, refunds and seller payouts. Distinguish a requested action from a confirmed payment outcome.

Delivery + return events

Dispatch, carrier tracking, delivery evidence and return status. Resolve conflicting signals through the approved investigation route.

Policy + approved actions

Market rules, category exceptions and dispute eligibility. Run permitted actions or prepare a contextual handoff when a specialist needs to decide.

Explore Integrate →

Explore Operate →

05 / QUESTIONS FROM MARKETPLACE TEAMS

Common questions.
Clear answers.

What marketplace support and operations teams ask before putting Emily to work.

What does an AI agent do in marketplace customer support?

Emily resolves buyer and seller requests about orders, delivery, disputes, returns and refunds. It reads the listing, messages, evidence and payment state in your systems, applies your policies and runs the actions your team has approved.

Can Emily handle disputes between buyers and sellers?

Yes. Emily brings listing snapshots, messages, photos and delivery records into one case and applies the relevant policy. Sensitive or ambiguous decisions go to your team with the full context attached.

Which systems does Emily connect to?

Your marketplace and helpdesk records, payments and payouts, delivery and return events, and your policy rules. Level3AI integrates with helpdesks such as Zendesk and Salesforce, as well as your own business APIs.

When does Emily hand a case to a person?

When a decision needs a specialist, such as suspected fraud, account restrictions, safety concerns or a dispute outside approved actions. Emily prepares a handoff with the transaction, evidence and conversation, so your team does not start from scratch.

Which channels does Emily support?

Chat, WhatsApp, email and voice. Each channel uses the same knowledge, customer context and approved actions, so buyers and sellers get consistent answers wherever they reach you.

Which marketplaces use Level3AI?

Carousell uses Emily for marketplace support across 6 markets and 5 languages. Its published case study reports a 60% reduction in agent costs and a 50% reduction in resolution time.

START WITH ONE HIGH-VOLUME JOURNEY

Bring a difficult trade.
Find a better next step.

Walk through a buyer or seller request with your team. Map the records, policy decisions and actions Emily needs, then test the workflow against real support cases.

Book a marketplace demo