Case Study: Broadway.com achieves 68% reduction in chargeback losses and major gains in fraud detection & prevention with Accertify

With Accertify, Broadway.com saw a 68% decrease in chargeback losses, a 212% increase in detected fraud and a 189% increase in prevented fraud

Broadway.com, the primary online destination for Broadway and most off‑Broadway ticketing and theater coverage, faced a sharp spike in fraud after venues reopened post‑COVID. With fraud operations handled directly by the VP of Ticketing, the company engaged Accertify in June 2022 to identify solutions that would reduce chargebacks and improve fraud detection without creating undue customer friction.

In August 2022 Broadway.com implemented Accertify’s machine‑learning ticketing model and worked with Accertify’s Strategic Risk Services to fine‑tune rules, adding a “Review” stage (rather than strict accept/reject) for sensitive orders. Within three months the company reported a 68% drop in chargeback losses, a 212% increase in detected fraud and a 189% increase in prevented fraud (monetary), prompting a three‑year renewal.

Broadway.com

Drew Kupchin

VP Of Ticketing