Scaling trust and safety for a global food delivery provider

About the customer

This case study features one of the world’s largest on-demand food delivery platforms. Operating in more than 45 countries, this marketplace connects millions of consumers with independent couriers and local restaurants to deliver food, groceries, and other everyday items. With a complex, fast-moving supply network and a diverse global customer base, this delivery platform must ensure seamless onboarding, real-time verification, and continuous trust throughout the user journey.

To support their global operations and maintain platform integrity, they needed a reliable identity verification partner to reduce fraud, enforce compliance, and streamline user experiences for both earners (couriers) and spenders (end-users). That’s where Veriff came in.

The challenge: balancing scale, safety, and compliance

As this food delivery provider rapidly expanded its footprint across regions and regulatory frameworks, it faced several marketplace challenges:

• Onboarding delays for couriers due to manual identity checks
  
• Post-onboarding account misuse, such as account sharing and impersonation
  
• Compliance complexity in markets with age-restricted goods (e.g., alcohol delivery)
  
• Increased fraud risk due to end-user anonymity and payment abuse
  
• A fragmented vendor stack increasing operational overhead and inconsistency

• Age Verification for spenders and legal compliance for delivery of age restricted items
  

In short, the company needed a unified verification partner that could scale globally with them while addressing evolving risks at every stage of the customer lifecycle, not just at sign-up.

The Veriff solution: a unified identity verification platform for marketplaces

By implementing Veriff for Marketplaces, the delivery platform gained a comprehensive identity verification solution that protects both earners and spenders throughout their journey on the platform. Veriff’s flexible software development kit integrated smoothly into their existing onboarding and fraud prevention flows, enabling faster scaling without sacrificing security or user experience.

Faster onboarding, reduced friction

Courier onboarding is a critical step in meeting supply demand in new and growing markets. Slow or manual verification processes were contributing to high applicant drop-off rates. With Veriff’s automated ID and selfie verification flows, the platform drastically reduced verification time while maintaining high accuracy.

• 90% of verifications completed in under 6 seconds
  
• Drop-off rates decreased significantly in key growth markets
  

Unlocking restricted delivery with seamless age verification

Expanding into high-margin verticals like alcohol and tobacco requires accurate, compliant age verification. The platform needed a solution that could verify user age quickly and reliably, across multiple countries and languages, without adding friction to the checkout process.

With Veriff’s age verification capabilities, they now:

• Verify end-user age at the point of transaction
  
• Meet compliance standards in markets with strict age-related laws
  
• Reduce risk of underage deliveries and associated penalties
  
• Ensure connectivity, even in rural areas
  

Veriff helps us safely deliver age-restricted goods by verifying the buyer’s age without slowing down the order flow.

Director of Product, Identity & Trust Global food delivery provider

Preventing fraud and account abuse

Beyond onboarding, ongoing fraud and abuse threatened platform integrity—especially through account sharing, impersonation, and identity spoofing. Veriff’s deepfake detection, passive liveness checks, and AI-based fraud prevention tools provide proactive protection.

Key features include:

• Multi-layered verification signals to catch synthetic identities
  
• Passive liveness checks to detect spoofing or replay attacks
  
• Post-onboarding monitoring to trigger re-verification when anomalies occur
  

This prevents malicious actors from exploiting the platform, protecting both consumers and couriers.

Simplifying global compliance

Operating across dozens of markets means managing a patchwork of local regulations, including:

• Know Your Customer (KYC) laws
  
• Age verification and restricted goods policies
  
• Right-to-work documentation for gig workers
  

With Veriff’s extensive document coverage and global regulatory support, the company:

• Automated regulatory workflows in new and existing markets
  
• Streamlined document verification in 48+ languages
  
• Reduced legal and operational burden on local teams
  
  

Reducing operational overhead

Previously, the delivery platform relied on multiple verification vendors to meet its needs across regions and use cases. This led to:

• Redundant integrations
  
• Inconsistent user experiences
  
• Increased maintenance and cost

By consolidating onto Veriff’s unified platform, they simplified operations, reduced vendor-related complexity, and delivered a consistent verification experience worldwide.

Results: a trusted ecosystem at global scale

Since partnering with Veriff, this global delivery platform has achieved:

• Faster onboarding across regions with reduced drop-off
  
• Improved safety through continuous identity assurance
  
• Compliance confidence in regulated and age-restricted markets
  
• Lower fraud risk with advanced biometric and AI-powered checks
  
• Operational efficiency by consolidating verification tools
  

These improvements have helped the platform scale confidently, expand into new markets, and maintain the trust of both couriers and customers.

Ready to scale trust in your delivery operations?

Whether you’re launching in a new market or expanding into age-restricted services, Veriff’s identity verification platform can help you build a safer, more trusted delivery ecosystem.

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