Closing the Leakage Gap for a Super App
Ride-Hailing / DeliveryTracking and closing returns-waiver leakage for a MENAP ride-hailing super app, tied directly to a customer-reliability scoring system.
Overview
A MENAP-region ride-hailing and delivery super app was losing revenue to leakage in its returns-and-waivers process, with no systematic way to track it. Canvas Labs Partners invented a tracking policy to identify and close the gap, tied directly to a customer-reliability scoring system.
40% less leakage
in the returns-and-waivers process
99% reliability score
on the new customer-reliability scoring system
Challenge
The platform was losing revenue to leakage in its returns-and-waivers process, with no systematic way to track it. Nothing connected a customer's pattern of returns and waivers to how reliable that customer actually was, so the same behavior could repeat without anything in the system noticing.
Solution
Canvas Labs Partners invented a tracking policy to identify and close the leakage gap in the returns-and-waivers process. The policy did not stand alone: it was tied directly to a customer-reliability scoring system, so a customer's pattern of returns and waivers now feeds directly into how reliable that customer is scored.
Returns-waiver leakage fell 40 percent once the policy was in place, and the customer-reliability score it feeds into reached 99 percent, both measured on the same operations-analytics system that replaced the original gap in tracking.
Customer
MENAP ride-hailing & delivery app
Services
- Product growth & operations analytics
- Fraud & leakage analytics
- Customer reliability scoring
Tech stack
About us
Canvas Labs Partners is a software consulting team that designs and ships production agentic AI systems: multi-agent pipelines, tool-calling architectures, and human-governed automation, together with the trading infrastructure, blockchain, mobile, and product engineering those agents plug into. We publish our work as a case ledger rather than a portfolio, so every claim on this site links to the engagement behind it. Engagements follow the same four-step discipline, Map, Bound, Instrument and Govern, whatever the stack, and every entry in the ledger carries a result we are willing to be measured against.
Delivered individually, in a prior role, by one of Canvas Labs Partners’ founding team members. Not by the firm itself.
Have a system like this one?
We built this one end to end. If you are facing something similar in ride-hailing, book a free discovery call and we will tell you what it would take.