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Selling Anywhere With Confidence

How eSky Overcame Fraud to Conquer LATAM and Become a Global Player

Business impact
  • 11% increase in global approval rate on avg.
  • 14.5% boost in approval rate in certain geos
  • 1 expert fraud solution effective across territories

Meet eSky

Founded in 2004, Polish online travel agency eSky has rapidly positioned itself as a technology thought leader. Since selling its first ticket online in 2005, eSky has expanded into more than 60 countries and provides travel search capabilities to hundreds of millions of annual visitors hunting for the best deals. Its key to success? Ongoing innovation, investment in new technologies, and the ability to tailor its global platform to local shopping cultures in every new geography it enters.

When eSky decided to expand into Brazil under its South American brand eDestinos in 2011, it used proprietary data collection tools to analyze the new territory. To meet the requirements of a mobile-dominated environment, eSky built an award-sweeping app, quickly downloaded by millions of users. This is how the customer-driven Polish OTA streamlined its market entry, designing an offering it knew would match the shopping habits of Brazilian consumers.

Riskified
Grzegorz Kwiecień

Chief Operating Officer

After successfully expanding into LATAM and gaining a good market share, we were suddenly hit by a type of fraud we’d never experienced in our traditional markets. We needed fraud management experts that could protect our investment and support future growth. We decided to partner with Riskified.

The Challenge

Regardless of how thoroughly the groundwork is laid, expanding into new regions involves unforeseen challenges. Brazil is one of the biggest eCommerce markets in the world, but it’s also considered risky in terms of online fraud. Five years after having successfully penetrated the LATAM market, eSky got hit by a type of fraud and at a scale it had not previously encountered on its European site. Monthly attacks on eDestinos exceeded $1 million. For fear of fraud, the OTA was declining 17% of attempted sales, losing considerable revenue.

Improving the approval rate and eliminating the chargeback risk of its Brazilian operation were pressing priorities. But as the company was gearing up for international expansion, it sought a long-term solution: automated, flexible enough to be effective across current and future territories, and aligned with its customer-centric approach.

Riskified
Grzegorz Kwiecień

Chief Operating Officer

Maintaining a great, localized customer experience is key when entering new markets. Riskified works invisibly, in the background, and consistently delivers great performance.

The Solution

With Riskified, the OTA found an ideal technology partner. By deciding to rely on an expert AI-powered fraud management platform with a solid footprint in the travel industry, eSky was able to recoup 37.5% of its declined orders revenue in Brazil. Achieving operational excellence by completely eliminating manual review in LATAM, the company was convinced that Riskified was the right partner to support its ambitious global growth strategy.

Covered by our chargeback guarantee, the OTA has since safely increased its presence in Latin and North America, Asia, and Europe. Most recently, this partnership has enabled eSky to quickly pivot and compensate for their COVID-related downturn by starting to sell in Africa.

Today, eSky benefits from an 11% boost in global approval rates on average, while never having to incur the cost of a fraud-related chargeback again. Automated, real-time, and fully scalable, Riskified safeguards its smooth shopping experience and ensures a risk-free international expansion.

Results
More Revenue, Better Customer Experience

More Revenue, Better Customer Experience

11% increase in global approval rate on average

 

Maximized Cross-Border Sales

Maximized Cross-Border Sales

Up to 14.5% boost in approval rate in certain geos

Better Standing With the Banks

Better Standing With the Banks

Up to 53.5% decrease in chargeback rate in certain geos

Selling Anywhere With Confidence

Selling Anywhere With Confidence

0 chargeback-related costs

Riskified
Grzegorz Kwiecień

Chief Operating Officer

Riskified provided the additional layer of protection we needed in Brazil and is a technological partner we continue to rely on when expanding into new territories. We now entrust Riskified with reviewing our entire LATAM segment, but also North America, Asia, France, and Africa.

Riskified helps global retailers realize their full eCommerce potential

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