Raise Marketplace Inc

Upon receiving Revdex.com complaint
"line-height: 1em background-">[redacted] it was reviewed along with the order number it pertains to, and a resolution has been provided to the customerThe customer purchased a [redacted] gift card with a value of $for a purchase price of $from Raise.com on February 11, Raise was contacted by the customer on February 22, via phone callDuring the phone conversation the customer informed the serving agent that the gift card had been used for an order but was canceled for an out of stock item, and the funds were not returned to the gift cardAt that time, the serving agent did escalate the ticket to the Gift Card Support Team due to the high value of the orderCurrently the Gift Card Support Team does have a 10-business day response time regarding orders of this natureRegrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 16, At this time, the customer has been provided with a full refund of the $purchase price back to their original source of paymentIt usually takes a few business days for the amount to fully reflect on the bank accountWe understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support TeamOverall, we have resolved this issue for the customer and look forward to serving them again in the future

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the...

current resolution is warranted.
On June 16, 2016 the customer purchased a [redacted] Coffee eGift/voucher through the Raise marketplace with a balance of $97.69, for a purchase price of $92.06. The customer then contacted Raise Member Services on the same date and expressed to the serving agent that he was unable to add the gift card to his [redacted] account. At that time, the serving agent informed the customer that the gift card did, and still does hold the full $97.69 balance. The Delivery & Redemption information for the [redacted] Coffee gift card listing does state not to transfer the gift card balance to an already existing [redacted] Coffee account. This is a precautionary instruction as Raise can no longer look into gift card details and information once a card has been transferred to an existing [redacted] account.
The Delivery and Redemption information is available before a purchase is made, on the gift card’s listing page. Every gift card listed on the marketplace does have specific Delivery and Redemption information available for customers to view before making a purchase.
While we do ask customers not to add their [redacted] Coffee gift cards into their pre existing [redacted] account the cards can still be used directly through the Raise app or through the printed voucher from Raise. We do understand that this can be an inconvenience for some customers and this is why the Delivery Information is available for customers before, as well as after, they complete their purchase.
In this particular case, the [redacted] Coffee gift card does still contain the full and valid balance of $97.69, and as the Raise Guarantee does not honor returns on gift cards with full active balances, we are unfortunately, unable to honor a refund for this gift card. As that is the case, the customer was also encouraged to resell the gift card on the Raise marketplace if he no longer wishes to keep the card, as a true return cannot be made.
The customer has also opened a dispute with his banking institution against this order, and as that is the case, the resolution that the customer receives will be coming through his bank dependent upon their findings at the conclusion of the dispute.
At this time we would like to consider the issue resolved, but if there is anything further we can do for the customer while the dispute is resolved, we would like the customer to feel free to reach out to us at [redacted]

After again reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are able to provide the customer with a different resolution.
As a one time courtesy, we have refunded the customer for all four of the [redacted] gift cards. Usually we are unable to provide a refund outside of 100 days from the purchase date, the time period of the Raise Guarantee, but in this case we are happy to make this exception.
An email confirmation has been sent to the customer regarding the refund, and it will show on the customer’s original payment source in 1-3 business days.
We appreciate the customer’s patience throughout this resolution and hope the better serve them again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On September 5, 2016 the customer placed an order on the Raise marketplace for a Jack in the Box gift card with a value of $50.00 for a purchase price...

of $39.00. The customer then contacted Raise Member Services on October 1, 2016 and expressed to the serving agent that the gift card had not worked for the full balance as it should. At that time the agent checked the information on the card, confirmed that the customer could not longer redeem the remaining balance for some reason, and issued a partial refund for the amount of the gift card that the customer had been unable to use. This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and then the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price.In conversation with the serving agent, the customer informed him that the gift card had been used for about $20.00, so the partial refund was issued based on this information. As the gift cards are a type of currency, refunds that are issued for partially used balances are based on the amount of the gift card that was successfully redeemed and not refunded in whole. We understand that this can be a confusing process and are happy to answer any further questions that the customer may have by reaching out to us a [redacted]
At this time we would like to apologize for any inconvenience that this has caused the customer and look forward to better serving him again in the future.

We were able to further review [redacted] complaint and locate her Raise order in question [redacted] We're sorry to hear the [redacted] gift card purchased by [redacted] was unable to be used. 
Because Raise is a secondhand marketplace for gift cards, we understand there are...

inherent risks. To combat these risks, we verify each card before they are listed for sale on the marketplace. Unfortunately, issues can arise after an order is processed. This is why we protect each Raise purchase with our 100 Day Guarantee. [redacted] called into our Member Services support line on 12/12 to inform us that her [redacted] gift card did not work when she tried to use it. Our agent confirmed that there was indeed an issue with the gift card and promptly refunded [redacted] to her original form of payment per our guarantee. In addition, $10 was credited to her account for the promo code that was used on her purchase. 
We sincerely apologize for the inconvenience [redacted] has encountered, but Raise has done our due diligence to ensure that she is refunded and credited as necessary. As a growing company, we are actively adding support staff dedicated to verifying gift cards and assisting our members with any issues that do arise.

After receiving a rejection response for Revdex.com complaint number [redacted] we have again been able to review the orders in question, and Raise is unable to provide a different resolution for the member. Raise has a 100 Day Guarantee during which any issue with a gift card will be looked into and resolved. When an issue arises outside of the 100 day period the issue can still be given a review, but a refund or resolution cannot be guaranteed. All of the orders brought to the attention of Raise in the original complaint have been reviewed by the Gift Card Support Team, but as they were all purchased so far outside of the 100 Day Guarantee period, no further action can be taken by Raise. The most recently purchased of the orders in question, all purchased on April 21, 2015 were outside of the guarantee period as of July 30, 2015. The other two older orders were outside of the guarantee period as of May 9 and 11, 2015. This being the case, Raise was unable to take further action on the orders because of the length of time that had passed since the guarantee period came to a close.We feel that this complaint has been resolved following the Raise guarantee and apologize for any inconvenience. We hope to better serve this customer again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that...

the current resolution is warranted.
The customer purchased a [redacted] eGift/voucher gift card from Raise.com on August 10, 2015. The gift card was valued at $226.24 for a purchase price of $205.65 In the order were also three other gift cards of varying brands.
On February 14, 2016 the customer contacted Raise Member Services and informed the serving agent that the gift card was not working in store. At that time, the serving agent informed the customer of the recent change in [redacted] policy, that they no longer accept eGift/vouchers for merchandise credits. The agent reached out to the sellers, although the order did already fall outside of the guarantee period, to see if the physical gift cards could be obtained for the customer.
All of the customer’s affected by the [redacted] policy change, that had orders within the 100 day guarantee period at the time, were notified and sent the physical cards when they could reasonably be obtained from the sellers.
The seller of this customer’s physical gift card did not have the card, as sellers also have a similar guarantee to the buyer guarantee, and the order was then escalated to the Gift Card Support Team because the order was outside of the 100 day guarantee period.
Regrettably, our Gift Card Support Team was unable to respond in a timely fashion. The customer was notified, upon contacting Raise again, that the order could not be refunded due to the amount of time that had passed since the guarantee period had ended. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times overall.
We would like to apologize for the length of time it took for this issue to be resolved and any inconvenience this may have caused. We feel that this issue has been resolved in accordance with the Raise guarantee and would like to consider it resolved at this time.

After receiving and further reviewing Revdex.com complaint number 11954010 , we are, unfortunately, unable to offer the customer a different resolution, but are happy to further address the concerns presented.As mentioned previously, it is true that the gift card was not listed the same day it was uploaded, as we require a 45 day hold on travel cards. We had mentioned previously that the card would be officially live on the marketplace on January 9, 2017.In addition, further verification was needed for this specific instance as the information provided with the Credit Card verification was a mismatch with the information provided with the ACH Direct Deposit. We did request IDs for both parties listed for this reason. Due to the IDs not being uploaded, the account was placed on a temporary hold as well. This information is all presented in our Terms of Use, Section 3(e). (https://www.raise.com/terms) The funds were not even able to be withdrawn until January 10, 2017, as the gift card sold in an order on that date. There was no funds available to be withdrawn before that date.At the initial time the customer reached out to the supporting agent on January 26, 2017, the supporting agent was able to see that the card had officially sold. In order to protect the integrity of the marketplace, our Seller Support Team reached out to the buyer to verify the balance was redeemable. Due to the buyer not being able to redeem the card, as well as the error message that was presented, we had to refund the buyer and hold the seller accountable, which resulted in a seller debit for the customer. Our Gift Card Support Team reached out to the brand to inquire more information about this gift card. The brand informed them that the gift card was canceled due to the original purchaser of this gift card disputing the charge with their credit card provider claiming they did not purchase it. We take the security of the marketplace very seriously at Raise and due to the gift card being canceled due to the fraudulent charge and the resulting seller debit, there are no funds available to be withdrawn for the customer. As mentioned, if the customer has any additional correspondence from the brand, it can be forwarded to [email protected]. At this moment, we would like to consider this issue resolved and any further questions can be sent to the email address provided.

We were able to further review this case and the Raise
account involved. After further review, it appears that the member was able to
use the promo code [redacted] and has been refunded for her order [redacted] This member was able to redeem [redacted] on her first order
[redacted] on...

12/1/15. This particular promo code is good for $10 off an
order of $15 or more. It is for new users only and therefore can only be used
once. Unfortunately, this promo code never would have applied to
the order in question because it had already been used. We apologize for any
technical issues the member had while using her Android app to place this
order. Our developers will be made aware of the situation so as to prevent
similar issues in the future. The [redacted] card in question was refunded outside of
policy on 12/10. The member was first offered a credit on her Raise account because
it is outside our policy to refund for a valid gift card once the order has
been processed. However, we were able to re-list the gift card on her behalf
and issue a refund when it sold. At this time, $18.38 was refunded to the member’s original
payment source. We apologize for the inconvenience, but overall we believe we
have met this member’s needs.

After receiving and further reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to offer the customer a different resolution than that previously provided.
While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. In this case, we have placed a credit of $38.38, the out of pocket cost the customer paid for the gift card, into their Raise account to use toward a future purchase. This credit can be used to purchase a new [redacted] physical gift card if that is how the customer chooses to spend it.
Raise does not cover purchases that are brought to our attention outside of the 100 Day Guarantee, but are happy to be able to provide a resolution to this customer. We would like to consider the issue resolved at this time and look forward to serving them again in the future.

Complaint: [redacted]
I am rejecting this response because:
As Raise insisted, I tried to set up the three-way meeting with Raise and [redacted] 20 minutes ago. I called Raise first and then add [redacted] in, but the [redacted] side needs us to hold. Then the Raise agent said he had to disconnect because he cannot wait for that long. He also suggested that I could call [redacted] first and then add Raise in. But the fact is, I called Raise yesterday, after waiting for about 18 minutes, I still couldn't get through, and then I gave up. I believe the [redacted] customer service won't want to wait for that long, either. Therefore it's almost impossible for me to bring both Raise and [redacted] at the same table.
In addition, I cannot accept Raise's explanation that they didn't send me the notification because they were not notified about [redacted] Food's policy change. Because when I first called Raise and asked why I didn't get the notification, the agent told me they should already send me email about the policy change. Then I asked him to provide the proof of sending me notification. He said he cannot. The second agent told me that they won't send me the notification and it's my responsibility to use the gift cards within 100 days. (I already successfully used the gift cards within 100 days, and the [redacted] also changed the policy within my 100-day protection.) I think both the two agents already admitted that they knew the policy change. They just had different opinions that whether they should send or already sent me the notification.
I hope Raise could contact [redacted] on behalf of me. And I am willing to give Raise the privilege to contact [redacted] as my representative. 
I cannot just accept the $10 credit Raise already put in my account (I didn't touch it and feel insecure to shop on Raise again). All I want is, Raise could contact [redacted] and have my gift cards reissued. And I am more than happy to give Raise the right to do that on behalf of me.
 
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted] and reviewing the complaint with the corresponding order number, we are happy to provide the customer with a resolution. The customer purchased a Taco Bell gift card from Raise.com on November 20, 2016. The gift card was purchased with a value of $100.00...

for a purchase price of $82.00. After the $5.00 new member promotional code was applied, the customer paid $77.00 out of pocket. On April 6, 2016 the customer contacted Raise Member Services and notified the serving agent that the gift card had a $0 balance. At this time the gift card order was already outside of the 100 day guarantee, but the order was escalated to the Gift Card Support Team for further review. The Gift Card Support Team reviews gift cards that experience an issue outside of the 100 Day Guarantee. While Raise cannot guarantee a refund outside of the 100 day period like we do within the first 100 days, we are happy to take a look and see if there is something that can be done for the customer.Although this order falls outside of the guarantee period the Gift Card Support Team has refunded the customer for this gift card. The $77.00 paid by the customer out of pocket will be refunded back to the original payment source within 1-3 business days and the $5.00 new customer promotional code will be returned to the customer’s Raise account to use on a future purchase. We apologize for any inconvenience and are overall pleased to have resolved this issue for the customer and look forward to serving them again in the future.

After receiving Revdex.com complaint number [redacted], we have found that this issue has been resolved by a Raise Member...

Services agent.
On November 28, 2015, the customer placed an order for a [redacted] physical gift card with a value of $100.  The total charged to the customer’s credit card was $88.34.  Sellers of physical cards are allowed three business days to ship a card, and the buyer should receive physical cards delivered by [redacted] within 14 business days.  Should a gift card’s tracking number show information that it has been scanned into the [redacted] mailstream, we allow 30 days before considering a gift card lost in the mail.
The customer first contacted Raise Member Services on December 28 to inform our team that he had not received his [redacted] gift card.  The handling agent was able to confirm that the tracking information had not updated, and in accordance with the 30 day policy, we were able to refund the purchase price of this order.
On January 20, 2015, the customer was refunded $88.34 and offered a $5 promotional code for the inconvenience caused by this card that had been lost in the mail.  
We understand that it is unacceptable to not provide the customer with an update and/or refund for much longer than stated.  We sincerely apologize for the delay in resolution, as well as the shipping issue.  Overall, we feel that this issue has been resolved and we hope to serve the customer again in the future.

We were able to further review case [redacted] as well as the member's Raise account and order in question. 
The order [redacted]...

was placed on 11/18 for an [redacted] gift card which was to be shipped from its seller via USPS. Our shipping policy states that it takes 3-14 business days for a physical card to be delivered. The customer contacted Member Services on 12/4 and again on 12/9 when she did not receive a response. Her refund was completed by a Member Services agent on 12/16 who credited her original payment source $9.90 that she paid. We sincerely apologize that her concerns were not addressed in a more timely manner. 
Raise is actively working to add more support staff to ensure that each customer concern is handled in a timely matter. Overall, we are pleased to have provided the refund necessary for this customer and we sincerely appreciate her patience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I still question Raise's business practices and hope they will be monitored to insure customers are being treated fairly and protected.  They need to expand their 100-day guarantee for an unlimited time to protect their customers from being scammed.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted] we were able to review the order and the requested solution has already been provided to the customer. On April 27, 2016 the customer purchased a Ruby Tuesday gift card through the Raise marketplace, with a balance of $100.00 for a purchase price of...

$82.22. The customer then contacted Raise Member Services on August 10, 2016 and expressed to the serving agent that the gift card was not used and did not work upon redemption. All orders that fall outside of the 100 Day Money-Back Guarantee must be reviewed by the Gift Card Support Team before a resolution can be offered. The Gift Card Support Team looked into this order and was able to confirm that the the gift card was used once at a restaurant location near the buyer for the amount of $14.33 in the month of June. This being the case, the customer was given a partial refund of $70.43. This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and then the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price.This refund was applied to the customer’s order on August 17, 2016. As requested by the customer, the refund was applied as a check and not returned to the original payment source. The check number [redacted] was sent out to the customer on August 19, 2016 and should be arriving, via [redacted], within the week.We apologize for the delay and are happy to have been able to provide a resolution to the customer.

After receiving Revdex.com complaint number 11959294, we were able to review the...

account status and offer a solution to the customer.
On September 16, 2016, the customer listed 4 Delta Airlines gift cards valued at $50.00 each, all with an individual purchase price of $48.00. Typically, cards listed on Raise are officially live on the marketplace within 24 hours but may be subject to further verification. As this gift card was a travel card (any card associated with hotel stays, airline travel, cruises, etc.) Raise has an internal policy stating the card must be active and/or held for 45 days before we are able to officially list on our marketplace. As a result, one gift card was listed right away but the other 3 required further verification.
On September 22, 2016, the customer emailed into Raise inquiring about the other 3 gift cards that had not been officially listed. Unfortunately, our Member Services team was not able to respond in a timely matter which prompted the customer to reach out to Raise again via live chat on September 27, 2016. The supporting agent informed the customer in order to officially list the 3 cards, proof of purchase and/or a receipt would need to be uploaded via the customer’s Raise account. The customer uploaded the images that day and since the cards were activated in March of 2015, the cards were eligible to be listed and approved right away.
The customer contacted Raise via live chat again on September 30, 2016 expressing troubles with their account. The customer was having difficulty logging in and also needed assistance in updating their payout address. During this conversation, the customer had mentioned to the supporting agent that they were using a VPN to access the account as they were currently overseas. Due to this information, our Seller Support Team had sent an email to the customer informing them the account would be placed on a hold and the funds would be held for 180 days due to accessing Raise outside of the United States, which is a violation of our Terms of Use (https://www.raise.com/terms).
The customer reached back out to Raise on January 27, 2017, asking about their account status. The supporting agent reiterated to the customer that due to the use of the VPN to access Raise outside of the United States, the hold would be upheld and the funds could be released and the account reactivated on March 29, 2017.
As Raise is a member to member marketplace that operates solely within the United States, we take these matters very seriously in order to protect all of our members, both buyers and sellers alike. The terms do not state the prohibited use of a VPN, however under Section 5(e) : Seek to access or use Raise from a country other than the U.S. is classified as a Prohibited Activity.
After further review into the account, we understand there was no transactions occurring at this time and we would like to offer a resolution to the customer. We have reached out to the customer via email on February 3, 2017 to confirm if the customer is now present within the United States. If so, we would be more than happy to reactivate the account and have the customer request the funds at his earliest convenience. The account will also remain active if within the United States. The total funds available for withdrawal amount to $163.20. This accounts for the initial selling price of $48.00 each, with a 15% selling commission at the time the cards were listed. Unfortunately, we are unable to provide the customer with more funds than are presently available in their Raise account. Also, it is our greatest priority to improve communication with our members and this information will be passed along to our legal team, so they can review the language used and further implement any changes that need to be made in our Terms and Conditions.
We look forward to hearing back from the customer and would like to consider this case closed, pending verification of the customer’s status within the United States. Any follow up questions can be sent to [email protected].

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

Complaint: [redacted]
I am rejecting this response because: I did not use the gift cards until I found there were no balance on them several days later after my purchase. The Raise.com says that those gift cards were redeemed by me not the seller who sold to them. I wanted to know what is the logic of this conclusion? I bought those second-hand [redacted] gift cards from Raise.com. Why I should go to deal with [redacted] directly? Do it make sense? Raise.com sold the second-hand gift cards with problems and they do want to take the responsibility, instead they asked their customs to talk to [redacted] and not to bother them at all. What a company, Raise.com!
Sincerely,
[redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted, but we are happy to provide the customer with a one time courtesy.On December 30, 2015 the customer purchased a Hyatt House gift card with a value of...

$500.00 for a purchase price of $459.38 for which the customer paid $445.60 after using a promotional code on the purchase. The customer then contacted Raise Member Services on June 1, 2016. At this time the serving agent explained to the customer that this order fell outside of the Raise Guarantee so no further action could be taken on the order.While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. In this case, we have provided the customer with a one time courtesy and have partially refunded the order for $381.99.This amount will be seen on the customer’s original payment source in 1-3 business days. A confirmation email has also been sent to the customer and if there are any questions, he can feel free to respond directly to that message.We hope that the customer will find the refund a suitable settlement, and we look forward to serving him again in the future. Tell us why here...