Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number *** and the corresponding order numbers, it appears that the current resolution is warranted.On September 13, the customer purchased *** *** gift cards from Raise.comAll of the gift cards contained a balance of $with a
purchase price of $The customer contacted Raise Member Services on April 28, and informed the serving agent that he was unable to redeem out of the gift cardsAs the order was outside of the Raise Day Guarantee at that time, the serving agent informed the customer that the order could not be refunded as the policy time had lapsedDuring that phone conversation, the customer also spoke with a supervisor who again explained the guarantee to the customer and offered $in Raise Credit as recompenseThe Raise Day Guarantee is in place to protect a customer’s purchase price for the first days from the date of purchaseAfter that time frame has passed, we are happy to look into any gift card that has an issue but cannot guarantee a refund in the same way that we do within the first days.In this case, the order falls so far outside of the guarantee period that we are unable to take further actionWe would like to apologize for any inconvenience this had caused the customer, and would like to consider the issue resolved at this time

I used to LOVE Raise! What a great idea to save money!
But now the sight is filled with fraudulent sellers using stolen credit cards to buy the gift cards and then sell them
For the 5th time this year I went to the store and the card "account was closed"First you have to call the store gift card hotline to confirm you didn't use it, and they closed itThen you have to call Raise and inform themWhat a hassle to save a few bucks!
AND if you don't use the balance within days, and this happens to you, you LOSE ALL YOUR MONEY! This happened to me on one store, I forgot to use gift card, and when I went to use it, account was closedRaise did NOTHING for me! Just said it's out of the day window and out of their handsI was just on the phone with customer service and they said they encourage people to use the card within daysSeriously? Why? Because so many of the cards are fraudulent? So frustrating!
I work too hard to have some corrupt people take my hard earned cash!
Bottom line: NEVER again!

After receiving Revdex.com complaint number *** we were able to review the order and offer a solution to the
customerOn December 1, the customer purchased a *** *** eGift/Voucher from Raise.com with a value of $for a purchase price of $which the customer paid $for after the use of a referral reward and promotional codeThe customer then contacted Raise Member Services on April 7, and expressed to the serving agent that *** *** was no longer accepting this gift card typeThe agent explained to the customer that because the order fell outside of the Raise Guarantee, that no further action could be taken on the orderAt the time of the customer’s purchase, the gift card was fully accepted in the eGift/Voucher format at *** ***Since then, their policy has changed regarding eGift/VouchersThe Raise Marketplace now only has physical gift cards available for purchase instead of the eGift/VouchersHad the customer brought this order to the attention of Raise within the Day Money-Back Guarantee period, we would have been more than happy to cover the customer’s purchase
The Raise Guarantee is in place to protect the purchase price of all gift cards for the first days from the purchase dateWhile 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 purchase
While we are unable to replace the gift card, we would like to provide the customer with a Raise Credit for the out of pocket amount that the customer paid for the gift cardThe $is now available in the customer’s account to use toward a future purchaseThis credit will automatically apply to a future purchase with no need for a promotional code
We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolution.Raise only sells gift cards on the marketplace one time to one customer and there are tools in place to make sure that a seller does not attempt to sell the same gift card on the marketplace a second time as wellAs a member to member marketplace these gift cards are essentially previously owned and the reason that the Raise Guarantee is in place to protect the customer’s purchase price for the first days from the purchase dateWe have been able to confirm that the gift card status was closed by the brand, *** through conversation with a CSR through *** This is information that the customer can also obtain through conversation with the brandThis was a decision made by *** and not a decision made by RiaseAs the customer brought this to the attention of Raise outside of the Raise Guarantee period, Raise is not responsible for requests brought to our attention outside of the first days from the order dateWe 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

After receiving and reviewing Revdex.com complaint *** we are happy to provide the customer with any and all information we can regarding the safety of the Raise MarketplaceThe Raise Guarantee is in place to protect customer’s purchases for days from the date of purchaseThis information is present on all order receipts as well as housed on the Raise home pageWhile there is no specific language covering the customer’s particular concern, Raise does express to customers that any issue incurred during the first days, that is brought out Raise attention within that time frame, will absolutely be coveredAnything outside of days is, unfortunately, not covered by the the Raise GuaranteeWe understand the customer’s concern, but customers are encouraged to use the gift card within the time frame that the Raise Guarantee will cover any issues, so that whatever does occur will be resolvedRaise does have extensive security measures in place to check the gift cards as well as sellers before they are able to list with RaiseOur main priority is our members and keeping their purchases safeWe again would like to sincerely apologize for the inconvenience that this customer has experienced, and at this time, would like to consider this issue resolved

Dear Ms***,We were able to further review your formal complaint as well
as the order in questionOverall, we are pleased to have resolved this issue
for youThe order Rwas indeed a qualifying order for our
new user promo code at the timeThis was your first order
and the total was
over $However, our system did not show that the promo code had attempted to
be appliedIt is outside our policy to refund for a promo code that was not
applied to an orderHowever, we have made an exception and issued a $refund
to your original payment sourceA confirmation email was also sent to your
email on fileWe apologize for any inconvenience this has causedYour
refund should show on your credit card statement within 1-business daysWe
appreciate your patience in this matter

Complaint: ***
I am rejecting this response only because when I try to use the $credit online, it says I have $but even with a purchase of $or greater, only takes $- can you please assist me in figuring this out? Once I get this figured out I will promptly close the caseI very much appreciate the refund
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order in questionOn 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 screenshot.The 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 so.Our 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 shortly.We are happy to answer any further questions that the customer may have via email and we will continue to work toward a resolution

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
customer has been provided with a portion of the requested resolutionOn September 13, the customer placed an order for an *** gift card on Raise and paid $for a value of $Later that same day, the customer contacted Raise Member Services through our chat feature and informed the serving agent that the gift card was giving an error message during submission to his *** account
At that time, the serving agent requested that the customer send in a screenshot of the issue, as this is the procedure Raise has in place as a way to have this information for our recordsThe customer provided the screenshot and a full refund of the purchase price was issued within an hour of the customer contacting Raise about the issueAs a member to member marketplace, occasionally an issue with arise with a gift cardThis is the reason we have in place the Day Money-Back Guarantee, so that any issue within that time frame can absolutely be covered
Unfortunately we will be unable to have all of the *** gift cards removed from the marketplace as they are all coming from many different sellersOur Seller Support team will be looking directly into the seller of this particular gift card, and the reason that the issue aroseActions taken can range from fees to removal of the seller from the marketplace
We would like to sincerely apologize to the customer for this issue, and would like to also provide with a promotional code to use toward the next purchase, to replace to promotion that was lost on the original purchase
The promotional code has been emailed directly to the member from our Member Services team, and if there are any questions, we request that the customer respond directly to the emailWe are happy to have been able to provide a resolution to the customer and look forward to better serving him again in the future

Complaint: ***
I am rejecting this response because: the cards still have a zero balanceThey were not redeemed and I want my money backI will be contacting my credit card for a chargeback because I did not redeem these cardsThere one year policy is bs!!! advertisement!!
Sincerely,
*** ***

After receiving complaint number *** we were able to review the order and offer a solution to the customer.On December 11th, the customer placed an order on Raise.com for a *** Cinemas eGift card This is an electronically delivered gift card with a value of $100.00, for which the
customer paid $ The order was completed automatically and delivered to the customer’s Raise account immediately The customer emailed Raise Member Services on December 19th, to request a refund for this card, as it can be used online only The customer was not aware that the gift card purchased would not be a physical card delivered via ***, nor could be printed to use at a theater location She proceeded to send multiple emails, and eventually contacted us by calling in on January 3, An agent explained our policy regarding returns, which does not cover “Misinterpretation of gift card delivery method or timing of delivery.” This guarantee covers the purchase price of a gift card that is either not received or if an issue should arise that would prevent the card from being redeemed At this time, we cannot provide refunds for gift cards with a valid balance once delivered to a member’s account We would like to sincerely apologize for the delay in response time that we are actively working to bring to a more acceptable timeframe The customer was contacted via email on January 8th, in order to prevent any confusion regarding online only gift cards in the future She was also offered assistance in relisting a gift card on Raise.com A credit to her account was also offered to offset the selling fee associated with reselling her card on the siteWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for this *** Cinemas gift card that she has already been given access toThe customer is welcome to respond to the most recent email sent in order to proceed with relisting her card and crediting her account We will continue to ensure that Raise policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with guarantee and apologize for any inconvenience

Complaint: ***
I am rejecting this response because:
Access to my account has been denied since I complaining about an fraudulent purchaseI lost access to all cards I had to the accountI did make the purchase, and called the company within min of seeing the charge on my credit card I was notified about this large purchase place to my account by my credit card company, while trying to use my wallet (on my phone) at *** bread that did not work eitherYour company failed to notify customers, that *** Bread cards from Raise are not acceptedI lost another $thereNot to mentioned that I have purchased gift cards multiple times and orders were canceled, but only after a month of using my moneyThe women (Lovely-name of manager) was rude by calling me irrational, stupid and threatening to hang up the phoneShe was unprofessional, and made rude comments regarding my accent
In their terms they guarantee a refund for purchased where cards are incorrect upon purchaseThus this should not even be a questions of whether to award me my refund
Sincerely,
*** ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that
the current resolution is warrantedOn June 4, the customer made a purchase on Raise.com for a *** (In Store Only) gift card with a balance of $and a purchase price of $The customer then contacted Raise Member Services on June 12, and expressed to the serving agent that she could not check the balance of the gift card without going into the storeThe serving agent expressed apologies to the customer but informed her that *** (In Store Only) gift card balances must be checked in the store and a refund cannot be provided for a gift card that has not incurred an issueThe customer is correct in that this information is not disclosed about the particular listing as all of the gift cards have different means to check the balances, so it is not particularly mentioned for this brand, nor is balance check information listed for any of the other brands on Raise*** (In Store Only) is not the only brand of gift cards that requires other means than a balance checker online to check the balance
The Raise Guarantee covers all gift cards that have an issue within days from the purchase date, but as this gift card is still fully valid, and the customer is dissatisfied with the means of checking the balance, we sincerely apologize, but under the Day Money-Back Guarantee, we are unable to provide a refund for a valid gift card
If the customer were to experience any kind of issue when redeeming the gift card, we would be happy to resolve the issue at that timeAs it stands, we would like to sincerely apologize for any inconvenience this has caused the customer, and would like to consider the issue resolved at this time

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. I would like to ask Raise.com a couple of things, though:Please do your effort to remove those unethical sellers from the market placePlease inform buyers how you have worked to remove the sellerI do NOT think “Please accept our sincerest apologies for any inconvenience this may cause, and we would like to offer you a discount on your next purchaseEnter code 5ONRAISE for $off your next order over $50.00.” is a great solutionI lost my money as well as a bit of trust for RaiseRaise humiliated me by (kindly) offering $off couponI appreciate that you offer $Raise Reward creditI originally paid $and spent about $with the gift cardRoughly, I lost $Considering that a buyer, a seller, and Raise are all equally responsible for the loss, it would be much more appreciated if you could offer $Raise Reward credit ($divided by 3) instead of $50.
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order in question
id="docs-internal-guid-2d1cebcf-38a2-84db-6684-fac9c7cefb75">On August 8th, 2015, the customer placed an order on Raise.com for six *** ***d eGift cardsThe gift cards in question were each purchased with a value of $for a purchase price of $which the customer paid for by credit card
The customer contacted Raise Member Services on February 12th, via phone call and expressed the the two gift cards in question then had a $balance without having been used by the customer
The member shortly after received confirmation via email that the order could not have any further action taken as it falls too far outside of the Day Guarantee
While there is no expiration on the the gift cards, the Raise Day Guarantee does only guarantee the purchase price 100% for the first days after the date of purchase
We appreciate the customer’s business and understand that while the Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be an inconvenience and offered the member a promotional code for $off an order of $or more
We will continue to ensure that Raise policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with guarantee and apologize for any inconvenience

Complaint: ***
I am rejecting this response because:
I did not recieve my second refund
Called my bank with one of the raise.com reps (3-way) and talked to my bank representativeMy bank confirmed that I did not recieve the second refundThere's was no half refund either.
I did not use any gift cards because your company sold gift cards with $balance and now stealing people's money.
You've received all the evidence I have (your company even confirmed with my bank that I did not receive refund)I have bank statements too and can show you my *** *ccountThis is ridiculousStealing people's hard earn money is fraud and scamming!
DO THE RIGHT THING AND REFUND ME MY MONEY
Sincerely
*** ***

After receiving Revdex.com complaint number ***, we have reviewed the complaint and corresponding order numberOn October 4, the customer purchased two *** gift cards in order *** They were both purchased with a value of $for a purchase price of $The customer contacted
Raise Member Services on April 16, and expressed that the gift cards were no longer workingThe serving agents that the member spoke with on that occasion, as well as on April 18, 2016, did explain that the Raise guarantee only covers purchases within the first days from the date of purchaseWhen speaking with serving agents on April 18, the customer did express that she was seeing two different order numbers, one on the order and one on the printed vouchersThe number on the printed voucher held a discrepancy in the information in which the number generated on the voucher was not a Raise order number at all We want to assure the customer that the gift cards were not sold to another member on the Raise marketplaceWhen an order is brought to our attention outside of the Raise Day Guarantee, Raise usually is unable to take further action on these ordersIn this case, we did look into the order and contacted the brand to see what could be doneIn the process of contacting the brand, we were notified that the customer has also contacted *** and two replacement gift cards had been issued directly through ***This was the course of action that, after speaking with ***, Raise was going to offer the customer as well.We are glad that the brand was able to work with the customer to have this issue resolvedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

Bought a $Gift evoucher from Raise.com
Went to use it days later, and was told it has balance
called Raise customer service Was told since its past days, someone from Raise will contact me 10-days via email
WTF !?!?
Terrible customer service
If I don't get my money back, I will file complaint with Revdex.com

After receiving Revdex.com rejection response for complaint number ***, we again have reviewed the order and are able to provide further information to the customer
While we do sincerely apologize that the customer did receive two invalid gift cards, we want to assure them that the Day Guarantee is in place for their protectionRaise is a member to member marketplace, so the gift cards are purchased through Raise but directly from another memberFor this reason further information cannot be provided regarding the seller
Rest assured that the Seller Performance Team does monitor the rate of issues a seller has on the marketplace, and in some instances the sellers are permanently removed from selling through RaiseThorough follow up is done regarding each seller and every issue that is seen on the marketplace, and whatever necessary steps, internal or otherwise, are taken by the Seller Performance TeamThis does also include any potential legal action
We will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved and apologize for any inconvenience

After receiving Revdex.com complaint number [redacted], we were able to review the situation and offer a solution to the customer.On September 14, 2016 the customer sold a Free People gift card through the Raise marketplace with a value of $57.24 and a purchase price of $51.52. Then on September 18, 2016 the...

buyer of the gift card contacted Raise and notified the Member Services agent that the gift card did not have the expected value. The issue was escalated to the Gift Card Support team, and after a review, a debit was placed on the seller’s Raise account, so funds could not be withdrawn for payment from this gift card. The seller contacted Raise that this was incorrect, and that the gift card must have been used by the buyer. A second investigation was opened and it was confirmed that the seller would not have been the one to use the gift card. That being the case, the seller’s funds were returned on October 13, 2016 and are now available to be requested as payment through ACH direct deposit or PayPal.We would like to sincerely apologize to the customer for this inconvenience, and look forward to better serving them again in the future.