# 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**

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## 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**

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## 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.