Fraud in marketplace businesses rarely comes from a single source. It can emerge from shopper activity, consumer behavior, identity verification, refunds, or payment abuse. At enterprise scale, even small gaps across these areas can quietly erode margins and undermine trust.

A leading North American on-demand delivery platform partnered with IntouchCX to strengthen its fraud prevention strategy with an approach designed around the unique risks facing its marketplace. The program delivered consistent operational performance, supported rapid growth, and helped create a more resilient framework for protecting both the business and its users.

This case study explores how a specialized fraud operation enabled the platform to improve oversight across multiple risk areas while maintaining quality and scalability as demand evolved.

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