Founded in Japan in 2013, Mercari is a mobile peer-to-peer e-commerce marketplace that has been experiencing massive growth in the United States. As they expanded into the new market, Mercari needed a preventative fraud solution that could holistically evaluate buyer and seller behavior to ensure trust in the marketplace and reduce chargebacks.
An e-commerce case study
How Mercari fights all fraud and expands its business with one platform
Drop in chargebacks
Increased automation in 2 weeks
Drop in fraud rates
Told from the perspective ofPuneet Shah,Senior Product Manager
“Payment fraud was the problem we needed to deal with immediately. Invite fraud was the next challenge. With Sift Science, we have a one-stop shop to fight these multiple types of fraud.”
A real-time shopping community
Mercari is a shopping app that encompasses the largest community of buyers and sellers, allowing easy e-commerce to happen anywhere at any time. This Japan-based marketplace enables real-time mobile commerce for anyone who wants to buy or sell anything. The platform connects with an easy shipping label creator for sellers, and is cross-category in its ability to empower business across many verticals. With over 10 million installs of the app in the U.S. alone, Mercari is a peer-to-peer marketplace that straddles 3 countries: Japan, the United States, and the United Kingdom.
Growing across the world
As an agile startup working across geographies and oceans, Mercari is committed to an excellent customer experience while maintaining a sustainable business. Their U.S. efforts encountered many new challenges that the Japan venture had not previously seen. From promotional or referral fraud – with fake invitations to new users taking advantage of Mercari credit – to payment fraud and spam listings, Mercari found that the U.S. marketplace industry was open to various types of bad and costly behavior. In order to maintain the integrity of their marketplace, Mercari required considerable manual review hours to vet accounts and products, enlisting a lean team across San Francisco, Portland, and Japan.
Puneet Shah joined Mercari as a Senior Product Manager tasked with creating a seamless experience for customers while reducing the impact of these fraudulent users. With less than 3% of the overall company dedicated to fraud, Puneet and his team needed a scalable solution that could keep up with their growing customer base while predicting behavioral trends that they hadn’t had to deal with before.
“The rules-based systems couldn’t keep up with Mercari’s volume, and needed constant updating. We needed something better.”
Machine learning for smarter decisions
With their entry into the U.S. market – and the subsequent growth in malicious sign-ups – Mercari initially turned to more old-fashioned, rules-based solutions. Unfortunately, these outdated technologies couldn’t scale with Mercari’s astronomic growth, and the stagnant rules required constant updating, flagged too many false positives, and negatively impacted their chargeback rate. Puneet and his team decided that they needed a solution that could learn in real time and predict fraud, without relying on in-house fraud experts to write and maintain rules. Because Mercari’s fraud issue was wholly new and the marketplace industry presents challenges where the business takes on various roles and risks, the defaults suggested by other vendors didn’t align with Mercari’s unique needs.
“When I want to dive deeper or review with leadership, built in reporting helps me measure exactly how Sift is helping grow our business, reduce fraud, and keep our marketplace safe.”
—Pascual Artero, Chargeback Supervisor
Scoring high with machine learning
Very quickly, Puneet’s team saw highly accurate learnings and analysts were reviewing cases in the Sift Science Console. Two weeks into integration, Mercari began using the Queues feature; Sift Science was turning out such accurate scores that Puneet’s team was able to confidently auto-ban high risk orders within one month of integration.
The efficacy of Sift Science has helped Mercari's team of analysts to become fraud fighting experts. Within 3 months of using Sift Science, Mercari’s chargeback and fraud rates dropped by 60%.
When it comes to measuring the ongoing success of their their fraud program, Mercari has come to trust Sift Insights. Instead of downloading data and fumbling with complicated spreadsheets, fraud team supervisor Pascual Artero looks to Sift Insights for real-time visibility into the impact of fraud on the business. Insights has significantly reduced the time he spends compiling reports. And armed with actionable Sift dashboards and reports, Pascual has been able to optimize operations and make better day-to-day decisions.
Sift has enabled Mercari to focus its energies on growth and the optimal experience for its customers. With Sift, Mercari has a solution in place that scales with their business, ensuring a sustainable and trustworthy marketplace for buyers and sellers alike.
“Sift Science has really thought through the marketplace aspect and understands that we work with multiple relationships. Getting started with a dedicated marketplace integration guide gave us a sense of confidence.”
A network of trust
Online businesses face a variety of fraud and abuse threats. With over 12,000 sites on our platform, we collect, analyze, and learn from 100s of millions of events every day. Let’s fight fraud together.