Ticketing platform resolves fraud 35% faster with smart RPA

The client

Our client is a global ticketing-platform company that connects fans with live events across sports, music, and entertainment. With millions of listings and users worldwide, our client enables seamless buying and selling of tickets while ensuring trust, transparency, and fan satisfaction at every step.

The Helpware environment

Since April 2024, Helpware has supported the client with two high-risk, back-office operations:

• Fraud Prevention
• Dispute and Chargeback Management

A dedicated 20-agent team in the Philippines leads the effort to speed up processing, cut errors, and reduce risk exposure.

The challenge: Reversing growing fraud, delayed resolution, and lost revenue trends

The client’s legacy fraud processes slowed down investigations and left gaps that went unchecked. Disputes remained unresolved, and missing documentation delayed reviews. Unclear ownership, inconsistent handling, and manual routing led to avoidable chargebacks that kept falling through the cracks.

Security and compliance were paramount, but outdated workflows hampered the process. Fraud cases were unstructured, new account reviews were haphazard, and chargebacks piled up without a proper queue, causing revenue leakage and increased compliance risks.

The client needed a high-accountability partner with deep fraud expertise—a partner that could bring clarity to every case and accelerate decision-making.

Helping 'Ware' it counts: A purpose-built team and smarter workflows

Helpware launched a fraud and chargeback team tailored to the client’s needs. Our 20-agent team used tools, routines, and automation to improve every step of the process.

Workflow tools

• Decision trees—Standardize case handling
• Helpjuice cheat sheets—Reduce agent errors
• Metabase dashboards—Track and spot issues
• Escalation scope docs—Route cases with accuracy

Process routines

• Structured case documentation
• Fast feedback loops with QA
• Weekly reporting to optimize ops

We also implemented robotic process automation (RPA) browser bots and a currency converter tool to speed up resolutions and eliminate manual errors.

The results

Impressed by the results, the client expanded the partnership and entrusted Helpware with handling two additional support areas: Payment screening in the Philippines and customer support in Ukraine.