Sift > Case Studies > Enabling commerce and creativity with a single click

Enabling commerce and creativity with a single click

Company Size

1,000+

Region

America

Country

United States

Product

Sift

Tech Stack

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Customer Satisfaction
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Use Cases

Fraud Detection

Services

Software Design & Engineering Services

About The Customer

San Francisco-based Creative Market is a design marketplace, where independent creators from around the world sell digital goods like fonts, graphics, stock photos, photography, and other assets. The brand and culture focus on enabling creative people to get their products to market, facilitating the convergence of commerce and creativity. With both international customers and creators, and users ranging from freelancers to professional marketing agencies, Creative Market’s primarily desktop visitors expect a fast, seamless buying experience through the marketplace or their Creative Market Pro subscription service. Since the company’s founding in 2012 and move from an Autodesk-owned entity to an independent company, Creative Market has grown to a user base of 4 million+ and 2 million+ pieces of purchasable digital content.

The Challenge

Creative Market, a San Francisco-based design marketplace, has a broad and continually expanding community. Their users vary from big corporate purchasers to independent freelancers, but they all shop through one-click checkout. This simple checkout means less friction, but it also opens the door to payment fraud. As the marketplace grew, payment fraud crept onto the platform. Although the teams originally built an internal rules-based fraud management system to combat the growing threat of fraudsters, their commitment to keeping the marketplace safe meant they wanted to get ahead of fraud and keep their chargeback rate low.

The Solution

With Support and Engineering working hand-in-hand, Chris and his team easily integrated with Sift using the documentation provided on the site. Chris found that having a Solutions Engineer available on the Sift end was invaluable because they could quickly resolve questions and regularly analyze Sift Score distribution together. With their new hybrid system – layering Sift on top of their internal fraud prevention framework – Creative Market is automating on Sift Score. Chris’s team is continually improving the accuracy of their Sift machine learning models with API upgrades and ensuring the right information is in the Sift Console for their customer support staff to easily investigate and label users. While the business has grown in the three years since Sift was implemented and the Creative Market team has expanded, fraud and chargeback rates have remained low.

Operational Impact

With Sift, Chris and the Creative Market team have been able to focus their time, team, and resources on growing the business and keeping the product as premium as possible without allowing in more fraud.
The benefits of using Sift have been reduced fraud, higher conversion rates of legitimate purchases, and closer collaboration between teams.
Because fraud is a shared responsibility – as fraud management is both highly technical and affects customers – utilizing Sift allows for easy, cross-functional knowledge-sharing and powers better customer support, rather than defaulting to false positives and blocked orders.
Another unexpected benefit that Creative Market has discovered is utilizing Sift Score to more quickly approve good shops and sellers.

Quantitative Benefit