Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On January 23, the customer purchased two *** gift cards, each with a balance of $for a purchase price of $154.00, from Raise.comThe
customer then contacted Raise Member Services on July 23, and expressed to the serving agent that the gift cards showed a $balance when checking the balance on the cardsAt that time the serving agent informed the customer that the order fell outside of the Raise GuaranteeFor this reason the agent was unable to provide the customer with a refund or replacement cardDuring this phone interaction, the customer’s call was escalated to a supervisor on the Member Services TeamThe supervisor reiterated the same information, that the order has fallen outside of the Day Money-Back Guarantee, and no further action can be taken on the orderA Raise Rewards credit of $was also offered to the customer as recompense because a refund, unfortunately, will not be applied.The Raise Guarantee is in place to protect the purchase price of all orders for the first days from the date of purchaseAfter the days has lapsed, we are happy to look into a card for a customer, but refund requests received outside of days, will not be honoredWe will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

I bought a couple of e-gift cards hoping to take advantage of a flash sale but never received the cards in my Raise virtual wallet even though the app says the transactions had been processedContacted customer service on different occasions over a day time frame for clarification but no one has gotten back to me :-(

Complaint: ***
I am rejecting this response because: I do not see evidence that the business is sincerely doing anything to prevent this from happening in the future
Sincerely,
*** ***

After receiving Revdex.com complaint number *** we were able to review the order and offer a solution to the customer.On April 7, 2017, the customer placed an order for *** gift cards, each one valued at $100.00, with a final purchase price of $A special first time user promotional
code was used on this order as well to reduce the final purchase price from $to $348.74.On May 5, 2017, the customer requested a refund for one of the cards (Raise Card ID: ***) via the self service feature available in a customer’s Raise accountThe refund was automatically processed through this feature.On May 8, 2017, the customer called Raise and informed the supporting agent that two other cards were showing as zero balance and requested a refund(Raise Card ID: *** and ***)The customer is protected by our Year Money-Back Guarantee, and the supporting agent processed a refund for those two cards as wellIn total, the customer received a refund of $for cards in total.Our Gift Card Support Team reviews every refund to ensure the buyer’s claim was legitimate and to make sure the seller is not being incorrectly debitedAfter further review, they were able to find out that these cards were indeed redeemed by the buyerA supporting agent reached out to the customer via email on May 25, 2017, informing them that the refund was to be canceled and the card would be recharged due to successful redemptionThe recharge was not able to be processed, due to our payment processor blocking the transaction.The customer contacted Raise the next day on May 26, 2017, expressing displeasure in this decision and reiterated they were not able to use these cardsThe call was escalated to a supervisor who informed the customer of the same information that was initially provided by our Gift Card Support TeamThe supervisor had also communicated that additional information in regards to this order would be sent via emailThe brand has communicated to us that all three of these cards were successfully redeemed under the customer’s nameRaise Card ID *** was applied to the customer’s current pending orderRaise Card ID *** and *** were both used in *** Order Number *** which was the last order that was successfully delivered to the customer.Based on this information, we are unable to provide a refund for successful redemptionWe encourage the customer to reach out to the brand to clarify that the orders were successfully deliveredAny other information that is obtained can be sent to Raise for further review.In addition, the customer’s Raise account has a temporary hold on the account due to the $that was refundedThis amount will need to be repaid to Raise in order to lift the hold on the member’s accountWe recommend the customer contact our Member Services team at *** and they would be more than happy to further communicate this processAt this time, we would like to consider this issue resolved due to the brand’s confirmation that these cards were successfully redeemedThe customer does have the refund of $currently, but in order to have access to their Raise account, that will need to be reversedAny further questions can be sent via email to ***@raise.com and we would be happy to follow up

After receiving Revdex.com complaint number ***, we were able to review the order and the account, and would be happy to further explain this case and provide a resolution to the customer.On April 17, 2017, an order was placed for a total purchase price of $(Raise Order Number *** This
order was not processed immediately as our system required further verification for this order.On the same day, the affected customer contacted Raise and was inquiring about an unauthorized charge on their credit cardThese claims are taken very seriously and the supporting agent immediately closed the account so whoever had access to this information no longer was able to view the informationThe supporting agent also sent this order to our Order Processing team, as they are the team responsible for reviewing and ultimately resolving any issues with unauthorized charges.The affected customer also requested further information about this order such as the email address and the billing address that is usedFor security measures, and privacy concerns, the supporting agent was not able to provide this information directly to the affected customerThis call was then transferred to our Order Processing team for further clarification.The supporting agent from our Order Processing team also reiterated the same information to the customerIt was reinforced however, that this order was canceled and did not ever processOur system detected there was an issue with this order and it was canceled once our Order Processing team reviewed furtherIf an order is canceled, any charges that are made are pending and will drop off within 2-business days.In addition, our Director of Member Experience, reached out to the customer on April via email to further discuss this experience and also offered to schedule a call to clarify any confusion that may have still been present.If the customer would like to receive more information in regards to this order, a subpoena may be submitted and Raise would be more than happy to work with the authoritiesRaise is not able to disclose any personal information about this order without this document.We’d like to sincerely apologize once again to the customer for this experienceWe understand how this is a confusing time and we are working everyday to protect the integrity of the marketplaceWe would like to consider this issue resolved at this time as our Order Processing team has officially removed all information on the account, the account has been deactivated, and the order was canceledAs mentioned, the charges did not officially process, they are treated as pending charges, and will drop off within 2-business daysWe would be happy to answer any further questions via email at *** or the customer may respond directly to the email sent by our Director of Member Experience as well

We were able to further review Revdex.com Complaint number *** as well as the Raise order in questionOrder number *** was placed on July 24, and contained one *** gift card valued at $On January 25, the customer reached out to our Member Services Team to let us know that they
were no longer able to use this gift card as an electronic card due to a change in *** policyA balance of $was remaining on the gift cardBecause of the change in *** policy, Raise is shipping physical *** cards to the buyers when possibleThis was offered to the customer, but they declined and asked for a refundBecause this order was outside of our Day Guarantee, the customer was initially denied a refundUpon further review, we were able to issue an adjusted refund of $to the customer’s credit cardThe adjustment accounts for the balance that was unable to be used as well as the original discount received for this gift cardWe apologize for the inconvenience this caused and hope that we will be able to serve this customer again in the future

After receiving and further reviewing Revdex.com complaint number ***, we are, unfortunately, unable to offer the customer a different resolution.As stated in our initial response, at the time this card was purchased, Raise had a 60-Day Money-Back GuaranteeIn the summer of 2015, this Guarantee was changed to a 100-Day Money-Back GuaranteeThis was changed to a full Year Money-Back Guarantee in January of Even after applying all of these time-frames to the initial order, the order still fell outside of the GuaranteeAfter the Year mark, Raise does not resell the gift cards, and the gift cards do not expireOnce the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issue.The customer contacted Raise Member Services once more on December 15, This call was escalated to a supervisor who informed the customer of the same information that was provided previously, as well as informing the customer of the $in Raise Rewards that was offered as a resolution for this experienceThe supporting supervisor helped clarify the confusion that the customer had in regards to this cardThe customer was not aware that this card was initially issued by *** *** and then listed on RaiseThe supporting supervisor explained to the customer that Raise is a member to member marketplace, and explained our Year Money-Back Guarantee.Unfortunately, due to the amount of time that has passed since this card was originally purchased, we will not be able to issue a full purchase price refund as it is not covered by our Year Money-Back GuaranteeThe $in Raise Rewards can be added to the customer’s account, if the customer would like to accept this resolutionAt this time, we feel that this issue has been resolved in accordance with our Year Money-Back GuaranteeWe would like to sincerely apologize to the customer for any inconvenience and all the troubles this order has causedWe encourage the customer to email ***@raise.com, so those rewards may be addedWe welcome any additional questions they may have via email as wellWe hope to better serve this customer in the future

After receiving the rejection response to Revdex.com complaint *** we have again reviewed the order in question as well as the customer’s response, and Raise is unable to provide a different resolution for the customer.The Development Team has been able to confirm that the second gift card was not a system error on the part of RaiseEach gift card on the marketplace is an individual and unique card that must be selected one at a time and placed into a cart, not just by selecting a different number of cardsOrders are not able to just go through when closing the app, but the selection must be made to Submit Order for the order to start processingOn the Android app the home button is right below the Submit Order selection on the touch screenThis short distance could play a part in the selection of that choice by the customerWhile that is unfortunate, that is not an error in the Raise systemAs the customer has already been given the $Raise Reward credit that was promised for selling the gift cards on the marketplace and the payment for selling them, Raise is unable to refund for these gift cardsWe do understand that the customer has suggested to refund her for another order instead, but those orders are perfectly valid and are not connected to this specific inquiry so no further action will be taken on those ordersWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for the *** Chicago Grill gift cards that the customer did not mean to purchaseWe would like to consider this issue resolved at this time and hope that the customer will give us the opportunity to serve them again in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

After again reviewing Revdex.com complaint number *** the requested resolution has been offered to the customerAfter further review, though outside of the Raise Guarantee, we have been able to work with the proper parties and have been able to provide the customer with a one time courtesy refund for this gift cards outside of the policy time frameA total of $has been returned to the customer’s original payment source as of August 3, and this amount should be shown at this timeIt normally takes 1-business days to see a refund processed back to the payment source
Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolutionWe hope to better serve this customer in the future

Revdex.com complaint *** has been received and it was reviewed along with the order to which is correspondsIt does appear that the current resolution is warrantedThe customer contacted Raise Member Services on March 10, and expressed to the serving agent that order *** had not been
placed by herPer Raise policy, the serving agent took down the necessary information and submitted the order for review to the Order Processing TeamThe customer did contact Raise again a few days later and also told the next serving agents that this was her son’s credit card, but was not placed by him either.After being reviewed by the Order Processing Team, it was established that a refund would not be granted for this orderWhile the customer did express that she did not place this order, the Order Processing Team has been able to confirm that this purchase was made with the same verified mobile device as the other two orders on her Raise account which she did confirm to be hers and authorizedRaise does have a device verification policy where customers logging in on a mobile device for the first time and after a certain amount of time must follow steps to confirm the device using an SMS featureThe device that the customer used had been verified as hersAs the Raise return policy does not cover buyer’s remorse and it has been confirmed that the order in question was placed on the customer’s verified mobile device, Raise is unable to offer a refund for this purchaseWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for this Gap gift card that the customer has already been given access to

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12486361, and find that this resolution is satisfactory to me
Thank youThat's all I was asking them for
Sincerely,
Brian Kelly

I 'm using raise regularly from for all my gift card purchases and overall customer experience was fine except atleast times in last years received gift card with balance but customer service team was good to refund amount with quick turnaround .(there were some big amounts cards too around 1k for *** etc so that made my trust for company).But 'm trying to resolve one issue from long time with customer service team for $*** *** *** (Paid -$149.00,ORDER DATE 12/28/ORDER # R**SSN**).There were days money back guarantee and seems seller used that card couple of days before days (confirmed with *** ) and when we contacted raise team explaining card is used in last days of months and there is no way we will check balance every day, reply from raise team was flat as they will not refund due to there policy.My point is if your seller is not trustworthy and doing fraud in last days why consumer should bear cost ?.I have called raise again today as there is year money back now and check again , but support team is saying one supervisor denied this refund so they are not able to do anything even though 'm loyal customer and purchased so many cards in these yearsOverall I would say raise is better than other gift card sellers but 'm disappointed with raise also after this incident due to loss of mental peace and trust

Initial Business Response /* (1000, 11, 2014/07/16) */
In Response to Revdex.com Complaint***
I have read the following case inquiry in regards to order***I would like to apologize for this situation and the unfortunate circumstances of your caseI am truly sorry
We do our
best to deliver gift cards that are in good order, and we do strive to make sure all transactions are secure and satisfactory for the buyers and sellers on our marketplaceOur policy states all gift card balances are fully insured and covered by our 100% money back guaranteeIn the case that a gift card has a value other than what was shown at the point of sale, Raise will cover the buyer's transaction for up to days from the date of purchase
I spoke with my associate Abe, and he told me he was able to send you a check for a full refund of $470.65, although your order fell outside of our daysI am glad to hear you were happy with that resolutionAbe, also mentioned the hand written letters he sent you and your daughterI'm glad you received them
Thanks for being a valued Raise customer
Sincerely,
***
Raise Member Service Manager

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolution
We have been in contact with the customer and confirmed with the retailer that the replacement card has a full and valid balanceThrough a conversation with the customer, we have also confirmed that her account for the retailer is now open and valid to use the remaining gift card, which she also expressed she is going to doOur sincerest apologies go out to the customer for the issues that have occurred with making these purchases with the retailer and are glad that she is able to use the balance on her gift cardWe would like to consider the issue resolved at this time, and look forward to better serving the customer again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that
the current resolution is warrantedOn November 8, the customer purchase a *** *** gift card from Raise.com with a value of $for a purchase price of $The customer then contacted Raise Member Services in June of and expressed that the gift card did not work as expectedWe were able to confirm through our records that the gift card did have a full and valid balance at the time of purchase from Raise by the customerWhile the merchant has expressed otherwise, we do understand form communication from the brand, that once a gift card has been closed down, they do not always retain information on when the funds were added or removed
The customer was informed after contacting Raise Member Services, that the order could not be refunded as it falls outside of the Raise GuaranteeOnce the Raise Guarantee has lapsed, we are unable to offer a refund or replacement in the same way we would within the first days from the date of purchaseThat being the case, we would like to sincerely apologize as we are unable to provide the customer with a refund or replacement card due to the length of time since the Day Money-Back Guarantee ended for this orderAt this time we would like to consider the issue resolved and look forwarding to serving the customer again in the future

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the customer.On May 17, the customer purchased a *** gift card from Raise.com with a value of $for a purchase price of $The customer then called Raise Member Services
later that same day and expressed to the serving agent that he was unable to use the card to purchase a gift card at ***Upon further review it has been presented that *** will only accept a true gift card to use toward the purchase of a gift card in their storesThat being the case, we are happy to offer the customer a one time refund for this gift card, as he was unable to use it for its intended purchaseWe would suggest to the customer, going forward, that when he makes purchases on Raise for *** gift cards, he lean toward purchasing cards that have a round value, for example $as opposed to an odd balance.This suggestion is to avoid receiving a trade card or a card that cannot be used to purchase gift cards through ***We understand that this situation has been inconvenient and would like to take care of this quickly for the customerWe would also like to apologize that the customer was disconnected while waiting to speak to a supervisorThat matter will also be addressed internallyThe customer should receive the refund to his original payment source shortly, and we look forward to serving him in the futureIf the customer does have any questions, we have also sent an email confirming the refund, and he can go ahead and respond to that message

Complaint: ***
The dispute has been closed by my *** credit card issuerPlease proceed with the refund
Thank you

Complaint: ***
I am rejecting this response because:
I do not think offering $for a $gift card is an adequate solutionThere are several complaints of this same nature made about this companyI think the company is aware of the fraudulent use of the gift cards they sell and should accept responsibilityI also question of the company itself is reselling the gift card numbers after their day policyMoney from gift cards doesn't just disappear and that is exactly what is happening way to often with gift cards purchased from Raise.
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the
order in question
On November 23, the customer placed an order for four iTunes gift cards each with a balance of $
Later that same day, the customer contacted Raise via phone call expressing that one of the cards was not working properly and was showing as already redeemedThe serving agent requested a screenshot of the error message, as this is the procedure Raise has in place as a way to have this information for our recordsThe customer called two more times that day as they were having troubles taking a screenshot, so the serving agents walked the customer through how to take a screenshotThe customer then called back two days later, on November 25th, stating that the remaining three cards in the order were also showing as already redeemedThe customer sent in the screenshots and the serving agent sent this refund request over to our Gift Card Support Team for review, which typically takes anywhere between 7-business days to do soOur Gift Card Support Team is currently looking into the trouble that this customer is experiencing with these gift cards, and they will reach out to the customer with a resolution shortlyWe are happy to answer any further questions that the customer may have via email and we will continue to work toward a resolution