Coolco: Turning uncontrolled resale into a secure, in-platform fan-to-fan experience

menta helped Coolco convert an external, high-risk behavior into an official, in-platform fan-to-fan exchange, designed primarily to reduce fraud and protect the fan experience.

Together, we:

• Brought fan-to-fan exchange inside the Coolco platform, under clear rules and communication
• Introduced automated controls to prevent duplicated tickets and unsafe transactions
• Centralized visibility and traceability for support and operations teams
• Standardized activation so that all events run with fan-to-fan exchange enabled by default

As one of menta’s earliest partners, Coolco worked closely with the team through multiple product iterations and deeply understands the resale and protection layers.

Today, fan-to-fan exchange runs fully automated and is part of standard event operations.

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Operational & experience impact

For Coolco, success is not measured primarily in revenue, but in what stopped happening:

• Fraud and chargebacks were reduced almost entirely (reported ~95–98%)
• Fewer problems at the door and fewer disappointed fans
• Significant reduction in support tickets related to unsafe exchanges
• Stronger confidence from promoters operating at the venue

In one critical case, Coolco was able to stop approximately USD 5,000 in fraudulent activity linked to payment disputes. After that, fraudulent behavior dropped sharply and largely disappeared.

Scale indicators (2025 review – internal reporting)

• Thousands of tickets exchanged through official fan-to-fan flow
• Consistent activity across dozens of events
• High fan-to-fan adoption relative to total ticket issuance

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