As you may know, Encore users must keep all comms on-site until the booking is made.
It can be a real challenge to keep our customers and users on-site before completing the booking.
This isn't a unique problem to Encore and is prevalent in all online marketplaces - famously Air B&B and eBay have big teams dedicated to solving this!
With a musician support team of 2 and 50,000 musician signups, it's impossible to manually police every single conversation, which is why we have a filter in place.
This catches a lot of messages that break our T&Cs, but sometimes it will find a false positive. In these cases, we ask that you rephrase your message and resend it. We'll review the blocked message and make sure you aren't penalised.
Common false positives:
- Search for
Suspected meaning: "Please search for me online / on another site / directly"
Innocent usage: "Good luck in your search for live music!"
- Google / Facebook / Instagram etc.
Suspected meaning: "Find me direct on Google"
Innocent usage: "I recently played a gig for the Google Christmas Party!"
Resolving the issue:
If you believe your message was blocked incorrectly, sorry for the inconvenience. You can follow these steps to address the issue:
Rephrase: Modify your message to ensure it complies with our T&Cs. Avoid any phrasing that might trigger the filter.
Resend: Send the revised message to our customer.
Reviewed: Our team will receive the blocked message, review it, and ensure that your profile is not penalised for the false positive.
We appreciate that a message filter doesn't always work perfectly and sometimes won't understand the nuance of what you're trying to say.
We appreciate your understanding and patience if you encounter a situation where your message is mistakenly filtered.
If you have any further questions or need assistance, please don't hesitate to contact our support team.