How DoorDash is protecting merchants and consumers from fraud
Customer Company Size
Large Corporate
Region
- America
- Pacific
Country
- United States
- Australia
- Canada
Product
- Sift’s Payment Protection
Tech Stack
- iOS app
- Desktop site
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Productivity Improvements
Technology Category
- Cybersecurity & Privacy - Application Security
Applicable Industries
- Food & Beverage
- Retail
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Fraud Detection
Services
- Cybersecurity Services
About The Customer
DoorDash is a technology company that connects people through delivery. It enables merchants to reach consumers via delivery, providing Dashers (delivery people) with the freedom and flexibility to work when they want, while empowering restaurants to reach a greater pool of customers. Operating in the US, Canada, and Australia, DoorDash has both a desktop site and a mobile app, with most traffic coming through the iOS app. However, the company was facing significant challenges with fraudsters who were exploiting the app, using stolen credit cards and reselling DoorDash as a service illegally.
The Challenge
DoorDash, a technology company that enables merchants to reach consumers via delivery, was facing a significant challenge with fraudsters. These fraudsters were using stolen credit cards and reselling DoorDash as a service illegally. They would advertise online through various platforms, claiming to be selling DoorDash at a significant discount and convincing consumers to make purchases through them. This left DoorDash in a position of having to reimburse the victim (either directly or via chargeback) whose credit card was stolen after the victim disputed the charge. DoorDash was also experiencing chargebacks due to the charges on those stolen credit cards, and their rules-based fraud prevention needed to be regularly updated to stave them off, consuming time and resources. In these early days of DoorDash, no automation was in place and most fraud prevention was done via manual review. DoorDash needed a solution that could proactively detect and prevent these fraudsters before they could make it onto the platform to do damage.
The Solution
Without enough manpower or bandwidth to build a fraud prevention tool internally, DoorDash’s Risk team turned to Sift’s Payment Protection product to ensure the integrity of their community. DoorDash chose Sift over other fraud prevention vendors because of the sheer amount of customers Sift works with across a number of industries. Following integration, DoorDash started to see significant, impactful results. Using the Network view, DoorDash’s Risk team can see how many users on the platform are connected, enabling quick identification and removal of colluding fraudsters or fraudsters using multiple accounts. And on the Analyze page, they’re regularly reviewing their fraud-fighting strategy, testing their existing rules, and making new ones by leveraging the analytics available on the page. Via Workflows, the team automated the labeling of fraudulent-looking users who initiate chargebacks (used in tandem with information they receive from their third-party payments processor). The user is prevented from returning to the platform, and the machine learning model recognizes that fraudulent behavior in other users.
Operational Impact
Quantitative Benefit
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