At National Scale, Fraud Compounds Quietly

On-demand delivery platforms carry fraud exposure on both sides of every transaction, identity and payout risk from the gig workforce, refund and payment abuse from the consumer layer. At millions of transactions per day, even low-frequency patterns generate significant losses before they’re caught.

A leading North American on-demand delivery marketplace, connecting consumers with grocery and retail fulfillment across nearly 100,000 store locations across the US and Canada, faced fraud operating across two distinct populations: the contracted Shoppers responsible for fulfillment, and the Consumers placing orders through the platform.

Each group carried its own vulnerabilities. Shoppers could manipulate route data to inflate mileage payouts, exceed transaction thresholds and leave unrecoverable losses, or clear identity verification through fraudulent documentation. Consumers could exploit refund systems, file false missing-order claims on high-value merchandise, or use stolen payment tokens before checkout.

The client needed a partner with the depth to own all of it, without losing precision on any lane.

Built for the Structure of Risk

Catching fraud across five distinct vectors requires five distinct approaches. IntouchCX was engaged as the client’s exclusive partner for their Fraud, Appeasement, Identity, and Reconciliations (FAIR) Line of Business. Five specialized lanes, each with its own auditing protocol.

• Time & Distance: investigators monitor Shopper GPS route data to flag unauthorized detours that inflate mileage payouts.
• Spread auditing: teams verify every line item against the master order record, catching overspend that exceeds authorization limits and triggering enforcement actions for confirmed violations.
• Appeasements & Appeals: agents run structured fraud scorecards on Consumer refund requests and validate claims using reverse image queries, replacement logs, and payment processor swipe audits.
• Live Fraud & Power User: specialists process encrypted government-issued identification through secure submission forms, with a dedicated 24/7 queue for high-tenure accounts, accelerating valid reinstatements and feeding real-time signals back to the client’s fraud models.
• Failed Delivery Order (FDO): investigators validate missing-order claims by analyzing GPS routing data, case histories, and delivery photos matched against verified past footprints at the same address.

The program runs on the client’s proprietary Risk Issues Tool, with Salesforce as the primary CRM. The team also serves as an embedded product feedback channel, surfacing bug reports and improvement input directly to the client’s engineering organization.

Beyond auditing, the team functions as an extension of the client’s own product and engineering organization. 

What the Data Showed

QUALITY Average QA (LOB-wide, in the last two quarters): 99% 

VOLUME 1,500 reviews per week on Shopper Fraud, under 5-minute response time on Consumer Fraud

SCALABILITY Average ramp time on headcount increase requests: ~2 weeks from request to trained specialists in execution

The 99% aggregate score reflects sustained auditing discipline across five structurally different workflows over multiple quarters. Queues that started below 100% have trended upward. None have regressed.

On headcount, two-week ramp cycles mean the client absorbs volume increases without a quality gap. In a fraud operation with five distinct protocols, undertrained specialists reduce accuracy and create loss exposure in the same motion.

Specialization Becomes a Loss Prevention Strategy

When each lane is designed around the specific logic of the fraud it catches, agents build judgment faster and apply thresholds consistently. The quality holds over time without depending on individual effort.

At the scale of nearly 100,000 fulfillment locations across two countries, the cost of a generalized fraud risk management program shows up as compounding exposure, unrecovered spreads, approved fraudulent refunds, uninvestigated route detours, steadily accumulating across millions of transactions.

Purpose-built fraud operations protect more than margins. They protect the trust that keeps a marketplace running. That’s what this program was designed to do, and what the results reflect.