This episode features a candid conversation between André Ferraz, Incognia’s CEO, and Rizwan Shaikh, VP of Customer Service Delivery at Rapido — one the biggest mobility platforms in India.

They unpack one of the big challenges of the gig economy: maintaining a healthy driver supply while also keeping risky drivers off the platform.

Discussion topics include:

• Rapido’s innovative SaaS-style model for drivers (no per-ride fees)
• When to warn a driver vs. when to ban — and giving banned drivers a chance to reactivate themselves
• The importance of VOC — from both riders and drivers
• Scaling to 40%+ automated onboarding with zero human touch

Key takeaways:

• Platform integrity starts with rider feedback. Rapido turns real-time rider input into actionable fraud signals — using VOC to trigger selfie verification, detect mismatches, and prioritize platform safety without adding friction.
• Enforcement isn’t one-size-fits-all. Rapido applies a severity-based approach to fraud: high-risk violations (like impersonation) lead to instant bans, while lower-risk behaviors (like fare manipulation) may result in warnings and education — helping retain supply without compromising trust.
• Automation is scaling fraud prevention and onboarding. With over 40% of driver onboarding now automated (and goals to increase that number to 80%), Rapido is proving that fast, frictionless onboarding and fraud controls aren’t mutually exclusive — they’re both essential to growing a safe gig economy platform.

Show notes:

Connect with Rizwan: https://www.linkedin.com/in/rizshaikh01/

Connect with Andre: https://www.linkedin.com/in/andreferraz/

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