Need for A Real-Time Solution 

Dunzo knew what fraudsters could do. Fraudsters could create multiple fake accounts to abuse limited time promotions, rack up referral bonuses, and snatch up coupons, leaving genuine users at a disadvantage. Dishonest delivery partners could use fraud tools such as GPS spoofers to ‘arrive’ earlier than they physically have and claim incentive bonuses they do not deserve. The additional distance would translate into longer delivery times, compromising Dunzo’s quick delivery promise and creating a negative customer experience.

Fraud syndicates using Dunzo’s platform to flout state laws and courier unauthorized items around the city was another potential headache. They could falsely declare the contents of packages to be sent, making Dunzo’s delivery partners unwitting accomplices in crime. 

As speed is the essence of every quick commerce company, organizations need the ability to identify fraudulent behavior in real time. Dunzo’s 24/7 service meant their fraud team was reviewing orders, transactions, and customer inquiries round-the-clock. While Dunzo’s fraud teams were extremely diligent at reviewing all signs of malicious activity, their process was not sustainable or scalable. Coupled with the speed and scale at which fraudsters were creating new fake accounts, a spike in traffic would overwhelm the team. 

Getting the Job Dun

The Dunzo team leveraged SHIELD’s AI-powered Device Intelligence solution to handle fraud attacks efficiently. The SHIELD ID, the global standard for device identification, supported the Dunzo team in identifying fraudulent devices used to create fake accounts - the source of fraud. The Dunzo team was able to track down multi-accounters instantly with the SHIELD ID, helping them direct incentives and payouts to genuine users instead. 

The team further harnessed the SHIELD Risk Indicators, which exposed devices running app cloners, GPS spoofers, and emulators. The Dunzo team also wanted to identify the exact moment users engaged in fraudulent activities. The SHIELD Sentinel helped them do exactly that, enabling them to take countermeasures swiftly. 

Dunzo strongly believes in maintaining user privacy without compromising security. SHIELD’s solution fits the requirement, as it does not require personally identifiable information. As SHIELD’s Device Intelligence ran entirely in the background, Dunzo was able to differentiate genuine users and fraudsters in real time without added friction, creating a completely seamless customer experience for shoppers across India. 

Kongkan Saikia, Associate Director of Fraud Prevention at Dunzo commented, “SHIELD’s technology has become an important element in building Dunzo’s strategy against fraud attacks. We’re now able to instantly stop fraud attacks at the source, and better use our time on cases that truly require a human touch.”

Growing Genuine Users

With SHIELD, Dunzo’s fraud team was able to identify the devices, accounts, and transactions that could be trusted. They could rest assured that their resources would be invested in genuine users, boosting customer satisfaction and retention. This also freed their team to truly focus on the Dunzo customer experience, ensuring continued platform growth in the long term. 

Mrunmayi Oke, VP, Category and Growth, Dunzo added, “SHIELD’s real-time intelligence helps the Dunzo team eliminate fraud instantly and focus on delivering exceptional customer experiences. Dunzo is committed to the safety of our platform, and SHIELD plays an important role in helping us ensure our app is a trusted one for users to engage on.”