CASE STUDY

Guiding

Through Fraud

& Payments

How Forter enabled GetYourGuide to deliver more unforgettable customer experiences

“

By helping improve approval and conversion rates, Forter supports GetYourGuide's thousands of supply partners to serve our global customer base.

- Gianmichele Zappia, Head of Fraud & Risk

THE C H A LLENGE

The idea for GetYourGuide came from a founder's personal experience of being in a new city with time to spare but no easy way to discover local experiences. Together, the founders developed GetYourGuide to connect travelers with the best experiences a city or area has to offer, and 16 years later they have scaled and expanded across the globe. But with scaling has come challenges.

GetYourGuide, like other online marketplaces, faces potential risks from various types of fraudulent activity including unauthorized payment methods and compromised accounts. The company also recognized the risk of fraudulent supplier accounts being created to list non-existent experiences and process illegitimate transactions for financial gain.

The manual effort of dealing with fraud on all these fronts was high, and using static rules to stop fraudsters created friction that was impacting good customers’ experiences. To block fraud while improving conversion and the customer experience, GetYourGuide began looking for an automated solution that would help them maximize their trip to the top.

THE SOLUTION

To ensure that only fraudsters were getting blocked at transaction points and minimize the number of false positives, GetYourGuide turned to Forter.

By using AI-powered identity intelligence, Forter was able to convert more travelers to customers with Payment Optimization and Fraud Management — dynamically applying 3DS to maximize conversion by reducing customer friction, while complying with PSD2 and keeping fraud low. This dynamic duo of tools has allowed GetYourGuide’s Fraud & Risk team to spend more time protecting the company from other vulnerabilities — enabling them to confidently guide their organization through scaling.

THE RESULTS

Fraud Management

Payment Optimization

Charging Forward, Not Back

Navigating the terrain of chargebacks can be challenging, but GetYourGuide lowered their chargeback rate by utilizing Fraud Management to protect their revenue stream.

5X

Lower chargeback rate

Supporting the Booking Process

Rather than just browsing experiences, GetYourGuide’s customers have increasingly converted — and engaged in more local experiences — due to increased approvals and decreased 3DS friction. !

+1.22%

Increase in conversion rate

A Seamless

Agenda

Without negatively impacting authorization rates, Forter enabled GetYourGuide to better know their customers, exempt them from 3DS authorization, and create a smooth checkout experience.

72%

3DS exemption recommendation rate

“

Forter takes the time to understand the business problems global marketplaces face every day. Our goal is to ensure travelers trust our platform and enjoy a seamless experience, end-to-end, while supply partners can grow their businesses on our platform. Together, we can serve both customers and supply vendors at scale. !

— Gianmichele Zappia, Head
of Fraud & Risk

About Forter

Forter is the Trust Platform for digital commerce. We make accurate, instant assessments of trustworthiness across every step of the buying journey. Our ability to isolate fraud and protect consumers is why Adobe, ASOS, eBay, Instacart, Priceline, Nordstrom, and many more leaders across industries have trusted us to process more than $2 trillion in transactions. Our deep understanding of identity and use of automation helps businesses prevent fraud, maximize revenue and deliver superior experiences for their consumers. Learn more at www.forter.com.