ServiceLara

Trust and Safety

When off-platform contact attempts should trigger review instead of being ignored

Not every phone number or external link is abuse, but platforms need clear thresholds for when contact behavior becomes a safety or quality signal.

Jun 15, 2026 5 min read By ServiceLara editorial team
Guidance for reviewing off-platform contact attempts in marketplace chat

Context matters more than raw detection

A single contact hint may be harmless, but repeated off-platform redirection early in the funnel can indicate policy evasion or risky seller behavior.

Flagging should support review, not automatic panic

The right system captures evidence, creates a staff-visible queue, and preserves the conversation context instead of blindly blocking normal interaction.

Use outcomes to refine thresholds

If a pattern repeatedly leads to disputes, spam, or unsafe experiences, it deserves stronger review rules. If not, the signal may need to be softened.