Raise Marketplace Inc

After again reviewing Revdex.com complaint number *** we are able to offer a different resolution to the customerDuring further correspondence with the customer, he provided to us the communication that he had with The Container Store, where they had confirmed to him that they had indeed closed the gift cardWhile this is different than the information received by our Gift Card Support Team, we are absolutely happy to offer a refund to the customer, outside of the Raise Guarantee, due to the circumstances
As the customer had been provided $in Raise Rewards credit as recompense, before a refund could been offered, and $of this was used toward a new order on Raise, the customer was refunded back to his credit card a total of $In total, the customer was refunded $in Raise Rewards credit and $to his credit card, equaling a full refund of $- the purchase price of the gift card
We are happy to have been able to provide this resolution to the customer and would like to consider the issue resolved at this time

After receiving and further reviewing Revdex.com complaint number ***, we are, unfortunately, unable to offer the customer a different resolution, but we are happy to offer the customer a credit now that she has expressed that she would be open to accepting it
Raise has already offered to return all of the gift cards within policy for the customer so that she does not have to use the website going forward, as that is what she has asked for us to doThe Raise Day Guarantee does not offer refunds for valid gift cards that are no longer wantedThis was a courtesy offered to the customer because of the experience that she had
We are happy to offer the customer a Raise credit of $to use toward a future purchaseAt this time this is the largest credit we are able to give the customer as we are already refunding for all of the gift cards that are to be returnedWe would like to consider the issue resolved at this time and hope that the customer finds a refund for all of the gift cards that are being returned and complimentary credit a suitable settlement

After receiving Revdex.com complaint number ***, we were able to review the customer’s account and offer some clarity in regards to the current status of the account.The customer officially sold his first gift card with Raise on May 26, The last gift card sold before these two latest ***
cards was a *** *** card sold on January 23, A supporting Sales representative from Raise did indeed contact the customer in January of to inquire about potentially selling gift cards with Raise againAt the time of initial contact, the supporting sales representative was not aware of any negative balance that was present in the customer’s accountWe would like to sincerely apologize to the customer for any miscommunication at the time of the initial contact.In total, there was gift cards from various brands across Raise orders in which the buyer was refunded and the customer’s seller account was debitedAll of these debits occurred after the customer last requested payment on February 2, At that time, the customer’s balance was at zeroDue to the debits occurring after the customer requested payment, the account balance went negative.As a result, since the account balance was negative at the time the customer listed and sold the two *** cards (both cards sold on January 31, 2017), the funds were used to pay off a portion of the negative balance that still existedPer our terms and conditions, “As a condition to being a seller on Raise, you hereby authorize Raise to: (i) Charge your payment method (credit card) on file with Raise, (ii) Debit your member account on Raise and/or (iii) Withhold any payment owed to you, for the amounts described below in the event that any gift card you sell on Raise is determined by us to be an “invalid card,” or if any gift card you sell on Raise is subject to a refund under our then current refund policy...In the event you sell any Gift Card through Raise, that we determine in our sole discretion to be an “Invalid Card” (as defined below) or which we determine is subject to our then current money-back refund policy (the Year Money-Back Guarantee), we will charge your Member Account and/or your payment method on file with Raise for the full amount of the proceeds that were credited to your Member Account for the sale of the Invalid Card (the “Sale Price Reversal” ).” This information can be found in section 6(d) in our Terms of Use (https://www.raise.com/terms).At the time of each debit, an automated email is sent to the email address on file informing the seller of the debit and the reason for each debitAll of these debits occurred between February 3, and March 31, Our Sales Support team has been in contact with the customer via email as recently as February 7, 2017, in hopes of clearing up any confusion and further explaining the negative balance as well as the cards that were ultimately debited.We encourage the customer to reach out to our Sales Support team via the initial email sent or by phone at (*** *** for further details in regards to the cards that were debitedAs they have access to the customer’s full account, they will be able to walk the customer through each card that experienced issues as well as answer any further questions the customer may have.We sincerely apologize for any inconvenience and all the lost time that this issue has causedAt this time, we would like to consider this issue resolved and our Sales Support team looks forward to assisting this customer as quickly and efficiently as possible

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the resolution offered to the customer by our Member Services Team, is the warranted resolution.On November 9, and November 14, the customer placed orders for *** *** gift
cardsThe customer then contacted Raise Member Services June 17, 2016, via email, to express that the gift cards were not accepted at the storeA response was sent by the serving agent explaining to the customer that we are, unfortunately, unable to offer a refund or replacement for these gift cards as they fall outside of the Day Money-Back GuaranteeWhile we are unsure why *** *** would have told the customer that all of the gift cards were stolenWe do know that *** *** had a recent change in their gift card policy and will only accept physical gift cards and not the voucher version of the cardThis was a change in policy made by *** *** and not by RaiseAs the order falls so far outside of the Raise Guarantee, regrettably we are unable to offer the customer a refund or replacement for these gift cardsHad the issue been brought to Raise before the Raise Guarantee had lapsed for these order, we would have been able to offer further assistanceWe would like to sincerely apologize for this inconvenience and look forward to serving this customer again in the future

Initial Business Response /* (1000, 6, 2015/10/15) */
We were able to further review your case and your Raise.com accountWe apologize for the frustration you've experienced thus far
I would like to initially apologize about the trouble you had while trying to reach us on the phonesWe
have been experiencing very high call volumes, and we completely recognize that any hold time 15+ minutes is unacceptableHowever, we do see you sent in two separate emails on September 16th and 18th which were subsequently answered by my associate *** on September 21stIn your emails, you notified us that the gift cards in orders RXXXXXXXXX and RXXXXXXXXX had not arrived to you yetUpon further investigation, my associate *** discovered those pieces of mail were last scanned in *** NC
At Raise Marketplace we use an internal tracking system which notifies us and records when a card has been scanned into a USPS sorting facilityIt appears the last time this gift card was scanned was in a *** sorting facility, and no other updates were availablePer our shipping policy, you are guaranteed a full refund if you do not receive a physical gift card in the mailHowever, we need to wait calendar days from the date ordered to ensure the gift card is lost in the mailThis policy was described to you, and upon the 30th day my associate *** responded to your emails stating that since we have received no updates we are happy to provide you a refund
Your refunds were completed on Oct5th by our refund agent *** and the funds from this purchase were returned back to your original payment methodWhile we regret that we were unable to provide you the product you purchased due to a shipping issue, we are glad we were able to provide you a refund of your purchase price
Kindest regards,
***

After again reviewing the customer’s response in regards to complaint number *** and the orders in question, we can confirm that a resolution has been provided
Order *** was refunded in full as of February 4, through our payment processor and would have shown on the customer’s account within 1-business daysThe second order *** was only refunded for one of the gift cards that also had a purchase price of $154, the same amount refunded for order ***
Because of the total purchase price for order ***, the refunds appear differentlySince the refunds occurred on the same day as the purchases order *** will appear to have been charged for $and then also refunded for $Order *** was initially charged for $308, but because the funds had not been captured from the customer’s bank by our payment processor before the refund was completed it shows as a reversal for the payment processorWhat this means for the customer is that they will only see one charge for $instead of a charge for $and then a refund for $This information was confirmed with our payment processor as of February 15, when a supervisor from the Member Services Team contacted them regarding these orders initiallyWe hope this information has been helpful in explaining how the refund is reflected in the customer’s account and feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On October 19, the customer placed two orders for *** *** gift cards from Raise.comThe customer then contacted Raise on July 14, and
expressed to the serving agent that the gift cards would no longer work at *** ***At that time, the buyer was notified by the serving agent that the orders fell outside of the Day Money-Back Guarantee, so no further action could be taken on the ordersThe customer was offered a Raise Rewards credit of $and a promotional code as recompense for this issue.The customer did also express to the serving agent that *** *** suggested that Raise give a call directly to them to have the issue resolvedWhile we are happy to speak with *** ***, the member was asked to call in with *** *** on the line as these gift cards are already processed into their account, thus making them the owner of the gift cardAs it stands, we are, unfortunately, unable to offer the customer a replacement or refund for the gift cards as it is so far outside of the Raise Guarantee at this point in timeAt the time of the change, any and all physical gift cards that were available to send out as a replacement, were, and any issue that was brought to Raise attention while the Raise Guarantee was still active for the order, was resolvedRaise is still more than happy to assist the customer in contact with *** ***As previously mentioned, we would just need the customer to contact Raise and have a conference call with all three parties on the lineWe want to apologize as this is an unfavorable situation to be in for the customer, and are available to take the next steps that they have asked with *** ***

We're sorry to hear that the customer has lost faith in our services.
As a one time courtesy, his final *** gift card (Order *** will be relisted on his behalfAgain, we normally cannot provide refunds for a valid gift card, but we are willing to make an exceptionAn email has already been sent confirming that his *** gift card has been relisted and he will receive a refund for this gift card as soon as it sells againOf course, should an issue arise with this gift card after it sells, we will be reaching out to the customer.
We hope that the customer will find this satisfactory as he will be getting a refund as requestedWe encourage him to respond to our most recent support email if he has any other questions regarding this process

After receiving *** *** complaint, we were able to
further review his Raise account and referral credits. *** *** first contacted us on October in regards to a
$referral credit he had earned from creating an account through another
member’s referral linkOne of our Member
Services agents sent him a message
via email asking for the name or email address of the member who referred him
This was to ensure proper credit was given both to *** *** and the person
who referred himUnfortunately, a great deal of time passed without a
resolution for *** ***We try to respond to every email within 2-business
days, however this was not the caseWe were able to apply the $referral credit manually to *** *** account as well as an additional credit for the inconvenienceAn email
was sent to inform him of the credit and how it appliesIn summary, we apologize for the delay in resolutionThe
proper credit has been awarded to *** ***’s account and he has been made
aware of the change Tell us why here

After receiving Revdex.com complaint number ***, we were able to review the order and offer a different solution to the customer.On October 28, the customer placed an order Raise for a *** eGift card with a value of $and a purchase price of $The customer contacted Raise
Member Services on June 6, and expressed that the gift card had not worked when placing an orderAt that time, the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee and no further action could be taken on the orderThe customer was also offered a promotional code to use toward a future purchase at that time.The Raise Guarantee is in place to protect the purchase price of all orders for the first days from the date of purchaseAfter that time, we are happy to look into an order but are unable to guarantee a refund or replacement card in the same way we would within the first daysAs a courtesy, we would like to offer the customer a refund of the full purchase price, $The refund will be processed back to the customer’s original payment source in 3-business daysThis being a courtesy, we want to remind the customer that we may not be able to make the same kind of exception on a future order brought to our attention outside of the Raise GuaranteeAt this time we are happy to have been able to provide the customer with the requested resolution and look forward to serving them again in the future

After receiving *** *** complaint, we were able to
further review his Raise account and referral credits. *** *** first contacted us on October in regards to a
$referral credit he had earned from creating an account through another
member’s referral linkOne of our
Member Services agents sent him a message
via email asking for the name or email address of the member who referred him
This was to ensure proper credit was given both to *** *** and the person
who referred himUnfortunately, a great deal of time passed without a
resolution for *** ***We try to respond to every email within 2-business
days, however this was not the caseWe were able to apply the $referral credit manually to *** *** account as well as an additional credit for the inconvenienceAn email
was sent to inform him of the credit and how it appliesIn summary, we apologize for the delay in resolutionThe
proper credit has been awarded to *** ***’s account and he has been made
aware of the change Tell us why here

After receiving rejection for Revdex.com complaint number ***, we were able to review the order in question again a provide further explanation of our original responseThe customer made their purchase from Raise.com on August 6, and contacted Raise Member Services on February 12, expressing that two of the gift cards from the order were then showing with a $balanceAs mentioned previously, while there is no expiration on the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchase
The customer contacted Raise well outside of the Day Guarantee period, which had passed as of November 14, for this orderThe customer was notified that as they contacted us after the order order had fallen outside of the guarantee period, Raise is unable to take further action on the orderThe Raise Day Guarantee is presented in full on the Raise homepage under the How It Works heading housed within the Return Policy tab
This policy is also referenced on all Raise order receipts and on a banner on the Raise home pageWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for these two *** Bread eGift cards that are outside of the Raise Guarantee period

After receiving the Revdex.com complaint number *** response, we have again reviewed the corresponding order number and are, unfortunately, unable to offer the customer a different resolutionThe Raise Guarantee is not printed on all eGift/vouchers because it is presented and linked on all order receipts from Raise.comThe Raise Guarantee is also presented on the Raise homepage, and all customers agree to abide by the Day Money-Back Guarantee when they agree to the terms and conditions upon creating an account on Raise.comWhile there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseFor this reason, we are unable to provide further assistance to the customer for this orderWe would like to again apologize for any inconvenience that the customer has experienced as a direct result of trouble with this order and look forward to serving this customer again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that
the customer has received the requested resolution
On May 13, the customer made a purchase on Raise.com for a *** (In Store Only) gift card with a value of $and a purchase price of $The customer contacted Raise Member Services on June 24, and expressed to the serving agent that the gift card did not work as intendedA portion was utilized and the other portion was frozen on the gift card according to the customer
At this time the order was escalated to the Gift Card Support Team due to the confusion with the balance that had been utilized
As of July 8, the customer was refunded for the amount of the card that was unable to be redeemedWe apologize for the length of time that it took for this issue to be resolved and are working to improve response and resolution times ac*** the boardWe are happy to have been able to resolve this for the customer and look forward to serving them again in the future

0pt; margin-bottom: 0pt;">Raise received the customer complaint number *** and greatly appreciates the opportunity to respond
On August 2, 2015, the customer purchased two *** Theaters eGift cards with a $value on each card The purchase price for each card was $to which a promotional code was applied The customer’s credit card
was charged $for this order At this time, the balances had been verified to have their full $balances As Raise is a member to member marketplace, we verify gift card balances at the point of listing and sale to ensure a
successful transaction for all of our members
Raise Member Services received a call from the customer on December in regards to trouble redeeming his *** gift cards Unfortunately, the gift cards were now confirmed to have $balances The customer was notified of
the day guarantee that Raise offers on every purchase This request would be sent to our gift card support team to determine if a refund could be offered, as the date of purchase falls outside of our day policy
Regrettably, our team was unable to update the customer within the initially stated 3-business days We sincerely apologize that the customer was not notified that our team would be taking longer than anticipated to resolve this
issue
On January 15, 2016, our team was able to refund the customer’s credit card $outside of our policy His Raise account was also credited $for the inconvenience he had experienced
Raise sincerely regrets any inconvenience this issue may have caused In order to ensure the best possible customer experience, we are expanding our team as Raise grows Considering this issue resolved, we ask the customer
to please feel free to contact us directly at *** if he should have any additional questions or concerns in this matter

Complaint: ***
I am rejecting this response because: You can have all the good customer service you want but when your clearly doing illegal and fraudulent activity there is no excuse for thisWhile it is not the customer services fault that they work for a company that is doing illegal activity. I have a friend who purchased cards- none of them ended up working- again while they may originally work they then empty the balance to zero- this is clearly an inside operation inside raise - otherwise they would not still be in businessThere are hundreds of people who clearly have been tricked and I will report this to the chicago police business investigative unit
Sincerely,
*** ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
current resolution is warrantedOn November 6, the customer made a purchase for a *** gift card through the Raise marketplaceThe customer then contacted Raise Member Services on August 19, and expressed to the serving agent that he had not previously used the gift card but was told by *** that it could not be usedAt that time, the serving agent informed the customer that the order had fallen outside of the Day Money-Back Guarantee, and no further action could be taken on the order
The Raise Guarantee is in place to protect the purchase price of all gift cards for the first days from the purchase dateAfter that time, we are happy to look into any gift card that has an issue, but as the Raise Guarantee has a strict time frame, a refund or replacement card cannot be offered in the same way it would be within the first days from the purchase dateThis order’s guarantee period lapsed as of February 14, Had the customer contacted us on or before this date, we would have been able to offer further assistance on the orderAs a one time courtesy we would like to offer the customer a Raise Rewards credit of $43.84, the purchase price of the *** gift cardThis credit is now in the customer’s Raise account and will automatically apply to the next purchase made on Raise through the customer’s accountWe are happy to have been able to offer a resolution to the customer and look forward to better serving him again in the future

We were able to further review complaint and the Raise account in questionThe customer placed order Ron 12/for six JosABank
gift cardsThe member then used our chat feature to contact our Member Services department who was able to look into these gift cards furtherThe message sent from JosABanks to our customer stated there was an issue with his billing address and this was why his order with them was canceledOur team then reached out to JosABank to confirm these gift cards were not tied to another account in any wayAt this point, we explained to the customer that the issue lies with JosABank rather than Raise as their system was unable to process his orderWe were made aware that the day prior, the retailer had experienced an issue with its order processing system and this could have effected the customer’s ability to place an order with themAll six cards were confirmed to hold valid balances and were able to be used in a test order by our Member Services TeamFor this reason, we were unable to issue a refundThe customer made us aware that he intended to file a dispute with his credit card company because we were unable to refund himUnfortunately, we must place a hold on a customer’s account during the time the dispute is openHe was made aware that his account would be put on hold and he would be unable to place any other orders with Raise during the time of the dispute We regret that we were not able to provide the exact results the customer wanted, but unfortunately this order does not meet the requirements of our return policyWe sincerely apologize for the inconvenience

After receiving complaint number *** we were able to further review this case and the order
involvedThe customer placed an order through the Raise iOS mobile application on November 27th for two *** *** eGift cards The gift card in question had a value of $at the time of purchase and a price of $ A “Reward” of $and a $promotional code were applied towards this order, making the total charged to the credit card $
The customer emailed Raise Member Services on November 29th to inform us that she had tried to redeem this *** *** gift card, and was unsuccessfulThe customer again emailed on December 3rd, asking for a resolution to her issue We sincerely apologize for this delay and encourage that members call our Member Services Department for a quick resolution as we work to minimize our response time for email support After reviewing the transaction history of this card, it was determined that the *** gift card had been used at a location by someone other than Ms*** As this issue is completely covered by the Raise Day Guarantee, we were happy to provide a solution
Although we were unfortunately not able to offer the customer a replacement gift card at that time, a refund of $was issued on December 30th to the customer’s credit card The credit of $has also been added to the customer’s Raise account to use towards an order in the future The customer was notified via email once this refund was completed
We would like to offer a sincere apology for the trouble with this card, as well as the length of time it took to resolve this issue A customer should not have to wait several weeks for a response from our team We are currently working to bring our response time back to a level we find more reasonableWe would like to encourage the customer to give us a call at *** should there be any issues or questions that need immediate resolution in the futureOverall we are pleased to have resolved this issue for the customer and look forward to serving her again in the future

We were able to
further review Mr*** case number as well as his Raise order in questionWhen Mr*** called in about his iTunes card, our Member
Services agent was able to correct the card’s code and fix the issueThis is
how the agents are trained to proceed in an attempt to
provide the member with
the gift card they originally boughtMr*** then reached out to Raise via social media stating
that he did not want his code to be fixed, he would prefer a refundAt this
point, we refunded him the full $back to his original source of payment
This refund was processed on December 3, We apologize for the initial inconvenience Mr***
encountered with this iTunes card, and we are pleased to have been able to meet
his requests