Raise Marketplace Inc

We were able to further review Revdex.com complaint
background-">*** as well as Mr***’s Raise order and account
On January 28, 2016, Mr*** ordered two *** gift cards valued at $eachHe called Member Services the same day because one of the gift cards was not able to
be usedThe Member Services agent then escalated the gift card to our Gift Card Support Team for refund approvalUnfortunately our Support Team was unable to reply in a timely fashionOn February 19, our Support Team was able to confirm that there was indeed an activation issue with this *** gift card and therefore submitted a refund$was
credited back to the customer’s original payment and a confirmation email was sentWe sincerely apologize for the delay in resolving this matter and we are working to minimize our response time so as to better serve our membersShould Mr*** have any questions about his refund, we encourage him to call our Member Services TeamWe hope to be able to serve Mr*** again in the future

After again reviewing Revdex.com complaint number *** we are happy to provide the customer with a different resolution
We do acknowledge the fact that those laws are accurate, however, the gift card did not expire, as this in not legal within five years of the issuance date, as the customer has quotedThese laws are to govern those issuing gift cardsAs a member to member marketplace, we do not have the ability to create, activate, or issue gift cardsWe simply connect buyers and sellers and facilitate a transactionThe transaction and the subsequent purchase, made by the customer, is guaranteed for up to days from the time the gift card purchase has been completed through RaiseWe cannot force a member to use a gift card within days, but we do strongly encourage it so we can provide compensation when necessarySince Raise is not the issuer of the gift card, we are not obligated to protect the card for yearsHowever, in this situation, we are happy to provide the customer with a Raise Rewards credit of $198.00, the purchase price of the specific gift card the customer contacted Raise Member Services regarding, that we were able to confirm the customer had trouble redeeming
This credit will automatically apply to the next purchase the customer makes on Raise and does not need to be used in full on one purchase
We would like to consider the issue resolved at this time and look forward to better serving the customer again in the future

Initial Business Response /* (1000, 5, 2014/05/12) */
Dear***
I have read the following case inquiry in regards to order number RXXXXXXXXXIn light of the situation and circumstances of your case, I would like to apologize for the inconvenience that this has caused you
Your inquiry was unfortunately not resolved initially because of the amount of time that has passed *** the order was placed on August 1st, We do have a day guarantee in place to protect our buyers should there be a problem with the gift card purchased but order RXXXXXXXXX was placed over months ago that that was the reason for us not looking further into it
As we previously emailed you, a refund of $has since been issued to you in the form of a physical checkThe check is being mailed to your address on file and should arrive in 3-business daysPlease let me know if you don't receive the check within the time frame
We do strive to make sure all transactions are secure and satisfactory for the buyers and sellers on our marketplaceI'm again sorry for the trouble this caused you and do hope you will be willing to use our marketplace again
Sincerely,
*** ***
Raise Member Services Manager

Complaint: ***
I am rejecting this response because: I reject your response !
Sincerely,
*** ***

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 receiving complaint number ***, we were able to review the order and offer a solution to the customer.The customer purchased five *** eGift cards from Raise.com on February 27th One of the eGift cards, that the customer was able to successfully redeem, was purchased with a value of
$at a purchase price of $The other four gift cards in this order were each purchased with a value of $for a purchase price of $which the customer paid for by credit cardOn February 29th the customer contacted Raise Member Services via phone call and notified the serving agent that the four $gift cards were not applying to her orderAt that time the agent requested, per Raise policy, a screenshot of the error message the customer was receiving to confirm what the issue may beUnfortunately for some brands we are unable to see the issue from our end as we do not have access to the customer’s ***, or other brand, accountThe screenshots provide us with exactly what the customer is seeing so we can take the correct following stepsThe customer did not want to comply, so that agent followed up but was unable to take further action until the screenshots had been receivedAgain, the customer contacted Raise, this time via email, to report the same issue, and was again asked for the error message which was also refusedOn the customer’s third contact the screenshot of the error message was providedUnfortunately, once this message was received the follow up steps were not completed in a timely manner and the resolution to this inquiry was not offered to the customer until today, March 4th The customer has received a refund confirmation for all of the $*** gift cards totaling a refund amount of $The full refund process can take up to 1-business days to complete on the side of the bank but has already been fully processed by Raise.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 communicationRaise is actively working to minimize our response times across the boardWe look forward to serving this customer again in the future

After receiving and further reviewing Revdex.com complaint number ***, we are unfortunately unable to provide a different resolution to the customer, but we would like to address the concerns that the customer has presentedAs mentioned previously, all cards listed on Raise are typically officially approved to be sold on the marketplace within hoursHowever, we do state that they may be subject to further verification if need beThis information can be found in our Terms & Conditions, Section 3(e)(https://www.raise.com/terms)In addition, our Trust & Safety team verifies every balance on a card listed on Raise and they do work on a first in, first out basisWe are currently working to minimize the timeframe in regards to the listing process to better serve our membersAs we acknowledged, we do understand this can be an inconvenience and we would like to apologize again to the customerIf a customer would like to withdraw a listing before it has sold, he/she may do so at any time before final saleThere is never any information that is exposed to any individual except the members of our Support TeamAll information is kept secure and is never shown to the public eyeOverall, all pending listings from the customer have since been approved and would like to consider this issue resolvedWe hope to better serve the customer in the near future and any further concerns can be sent via email to ***

After receiving Revdex.com complaint number ***, we were able to review the complaint and the corresponding order numberThe customer purchased a *** gift card, along with other gift cards, from Raise.com on January 24, with a balance of $for a purchase price of $On January
11, the customer called in and expressed to the serving agent that the gift card had not arrivedAs the gift card had tracking details showing that it had been successfully mailed out, per Raise policy, we must wait days from the date of purchase to consider a gift card that shows tracking details lost in the mail.The order was escalated to the Gift Card Support Team as the balance on the gift card was no longer full when the status of lost in the mail should have occurredThe Gift Card Support Team determined that the gift card had been successfully used in the customer’s area and the refund was initially denied as it appears that the member did receive the gift card and was able to successfully redeem for multiple purchasesThe gift card was then refunded in good faith that the member had not been able to use itThis decision was overridden when further investigation determined that the *** gift card and another gift card that had been considered lost in the mail, were both use in the customer’s areaAt this time, we have again provided a member with a refund for the *** gift card which she should see on her original payment method within 1-business daysWhile the Gift Card Support Team determined that no refund would be provided due to the likely receipt of the gift card and redemption in the customer’s area, we have provided this refund as a courtesy for the trouble and inconvenience this customer has incurred due to the back and forth with this order.We would like to sincerely apologize for the inconvenience this has caused the customer, and at this time, consider the issue resolved

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the customer.On May 16, the customer placed an order on Raise.com for a *** gift card with a value of $for a purchase price of $The customer had been expecting to use the
APPpromo code to take $off of this purchaseThe promo code was not working for the customer so he placed the order anyway without the promotion applying then contacted Raise Member Services about the issueThis promotional code was initially created for all Raise users, but as the promotional was so popular, it had to be limited to first time purchasersCustomers who had received the Raise email but had been unable to redeem it had the opportunity to call in and receive another code if they did run into an issueAs the customer submitted the order without a promotional code, we are unable to refund the member for the $10, as the Raise Guarantee does not cover promotional codes that do not apply for whatever reasonWe would, however, like to offer the customer $in Raise Rewards for the $that were not taken off with the APPpromotional code, and the additional $as there is not a promotional code equivalent to what the customer has requestedWe would like to apologize for the time the customer has spent on the issue and hope that he finds the $in Raise Rewards a suitable settlementWe look forward to serving this customer again in the future

After receiving and reviewing Revdex.com complaint number
background-">*** and the corresponding order number, it appears that the customer has already received the requested resolution
On February 14, the customer purchased a *** *** gift card with a value of $for a purchase price of $The customer contacted Raise Member Services on June 8, and expressed that that gift card had a $balance when she went to use itOrders that are outside of the Raise Guarantee are then forwarded to the Gift Card Support Team for further reviewCurrently the Gift Card Support Team has a 10-day response time
The customer’s order was reviewed only a few hours after she had contacted Member Services, and the order was refunded for the full purchase price of $At the time the refund was processed, the customer received a confirmation email to the email address on her Raise account
The Raise Guarantee is in place to protect the customer’s purchase price for the first days from the date of purchaseAfter the guarantee period has lapsed, a refund cannot be offered in the same way it would have within the first daysAll of this information is available in the Raise Guarantee tab on the Raise homepageOrder receipts also have a direct link to this tabAll order receipts also house the date that the purchase is made which is also available in the customer’s Raise account by going to My Account > My OrdersUnder the My Orders tab, the orders are all listed in order by the date they were purchasedOnce the order is clicked on, the date is also available at the very top of the order page under the Order InformationIf the customer has any further questions, she is welcome to reach back out to us here at Raise through any of the current support cases that we have open with herAt this time we would like to consider the issue resolved and look forward to serving this member again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On December 2, the customer purchased a *** gift card with a balance of $and a purchase price of $20.00, that ended up costing $
after rewards were used, from Raise.comThe customer then contacted Raise Member Services on July 14, and expressed to the serving agent that the gift card only had $availableAt this time, the serving agent informed the customer that the order fell so far outside of the Raise Guarantee that no further action could be taken on the order and offered the customer a promotional code for a future purchaseWhile there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseAs this gift card was not brought to the attention of the serving agent until well outside of the Raise Guarantee, a refund could not be offered to this customerThe guarantee period of this order lapsed as of March 11, 2016.We would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future

After again reviewing Revdex.com complaint number ***, we are happy to offer the customer a resolution.On March 25, 2015, the customer made a purchase through the Raise marketplace for a *** gift card with a purchase price of $and a value of $The customer then contacted Raise Member
Services on August 30, and the expressed to the serving agent that the the gift card could not be used for placing an online orderAt that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and for that reason, a refund or replacement card could not be offeredThe customer then asked to speak with a supervisor and this request was metOn the phone the supervisor explained the limitations of the Raise Guarantee and offered the customer a promotional code to use toward a future purchase, as the order could not be refunded outside of the day guarantee periodAfter further review, as a courtesy, we would like to offer the customer a full refund of his purchase priceThis refund will be available on the customer’s bank statement within 3-business days, depending upon the customer’s banking institution.We would like to remind the customer that this is courtesy and that the same resolution may not be offered if a similar situation were to occur in the futureWe would also like to apologize for any inconvenience that this issue may have caused for the customer, and hope that he will find a refund an acceptable resolution

After receiving Revdex.com complaint 11015731, we were able to review the Raise account and
" line-height: 1em;">order in questionThe customer placed an order (R881450369) on December 14th, for two ebay eGift cards The card in question had a value of $for which the customer paid $ Raise Member Services was contacted via email and phone that same day after the customer had unfortunately encountered an issue placing an order on ebay.com with the aformentioned gift cardThe agent that spoke with the customer informed him that he would receive a refund once our gift card support team was able to look further into the issue with the card, as it was showing a valid balance of $ Higher value cards require further investigation, and this was a situation that warranted that process in order to refund the customer This should typically require 3-business days to resolveRegrettably, our support team was unable to provide a resolution within that timeframe The customer emailed for an update on December 21st and 22nd, but did not receive a prompt response We apologize that this was not dealt with within our typical time allotment, and are working to ensure resolutions within the time promised
The full purchase price of $was refunded to the member’s credit card on January 6th, A complimentary credit of $was also added to the member’s Raise account for use towards a future order; should he choose to shop with Raise againAs our team indicated a resolution would be offered within 3-business days, 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 initial trouble with the purchased gift card We would like to consider this issue resolved and hope that the customer finds a refund and complimentary credit a suitable settlement

Purchased a gift card for my girlfriends bdayMy *** account was debited the funds, however, I never received my gift card or order confirmation ? When I contacted customer service at Raise, I was lied to repeatedly by the supervisor "RJ", also they were rude and unhelpfulI had to waste more time with *** on the phone cleaning up this mess as Raise was of no helpCompletely untrustworthy companyAvoid at all costs

After receiving Revdex.com complaint number ***, we were able to review the orders again and offer a
solution to the customerOn November 23, the customer made a purchase for a *** *** gift card and on July 25, the customer made a purchase for two *** gift cards
The customer contacted Raise Member Services and expressed issues with all three of the gift cards well outside of the Raise Guarantee for both ordersWhile 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 purchaseAfter reviewing the customer and his record with Raise we would like to offer a one time courtesy for these ordersAs they are outside of the Day Money-Back Guarantee, we are unable to provide a refund, but we are happy to offer the customer Raise Rewards credit in the amount of $This credit has already been placed into the customer’s account and will automatically apply to the next purchase made on RaiseWe would like to express that this is a one time courtesy and encourage the customer to utilize the gift card funds within the first days whenever possibleWe would like to sincerely apologize for any inconvenience this has caused and hope that the customer finds this a suitable resolutionWe look forward to serving him again in the futureTell us why here

Complaint: ***
I am rejecting this response because:
It is not my desire to extend this complaint, however, I have contacted my credit card company and their policy is for the dispute not to be complete for days after the dispute was filedIt will be resolved if there is no correspondence from Raise during that timeI filed the disputes around the week of 3/20, so it will remain open with them until approximately 6/Because I contacted Raise in regard to these orders on Feb 24,25,, Mar 4, 9, I have no guarantee of receiving correspondence from Raise other than maintaining this open disputeI would like for this case to remain open until 6/when the days have been completedOther than that I am satisfied with the response from Raise
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order in question
id="docs-internal-guid-c50a163d-3894-4abd-605e-3e67a716168b">On July 20, the customer placed an order on Raise.com for a *** gift card with a balance of $for a purchase price of $On July 21, the customer contacted Raise Member Services and expressed to the serving agent that the gift card only had a balance of $when the gift card was attempted to be redeemedAt this that time the request was escalated to the Gift Card Support Team due to the brand of gift cardRaise takes security very seriously and has the highest security technology available in order to protect our members and marketplaceOur Order Processing Team verified the identity of the buyer when the second order was placed, through security protocol, and unfortunately, a security hold was placed on the accountIn order to protect the integrity of the credit card we are unable to directly submit a refund or offer further assistance through Raise on the orderAs the security hold has been placed, the customer was advised to file a dispute with the credit card company and we will be happy to work with them and provide correct documentation to make sure that the customer is compensated properly
We apologize for any inconvenience this has caused and will work with the customer’s banking institution to make sure that this is resolved

After again reviewing Revdex.com complaint number *** the requested resolution has been offered to the customer.After 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 frame.A 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 sourceOverall, 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

After receiving Revdex.com complaint number ***, we were able to review the order in questionOn November 27, the customer purchased two *** In-Store-Only gift cards on Raise.comOne card was valued at $with a purchase price of $548.02, while the other card had a value of $with
a purchase price of $The customer then contacted Raise via phone that same day, expressing that *** was no longer carrying the item they were intending to purchase and requested that their Raise order be canceledThe serving agent informed the customer that this was not possible, as once an order is placed Raise is not able to cancel the transaction in order to protect both the buyer and the sellerThe customer was also informed that re-selling the cards was not possible, due to the additional terms required for sellers of this particular type of gift cardThe call was then escalated to a supervisor on duty who communicated the same information as the serving agentBecause the integrity of the marketplace is a top priority for Raise, we are unable to return a valid gift card once an order has been processed and the gift card information has been released to the buyer.The Raise Guarantee is in place to protect the buyer's purchase price in the event there is ever an issue with a gift card such as inactive and/or inaccurate balanceWe stand fully behind that Guarantee and would be more than happy to provide a refund, if within policyUnfortunately, we are not able to cover in the event of buyer’s remorse as stated on our Raise Guarantee page (www.raise.com/return-policy.)We 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 purchased a few gift cards with apparently no expiration date that I stored in my "wallet" expecting to take advantage of them as the opportunity presented A year and half later I attempted to use the gift cards and they were invalid with the merchant
I contacted Raise to see what they can do, and they said I had no recourse as I was outside their 100-day guarantee Now, I was unaware of this time limit and nowhere on their app as you purchase the gift card was it made known that there is this 100-day guarantee Regardless, a guarantee and being outside of such guarantee period doesn't necessarily equate to an inability on their part to resolve the issue They just chose not to
I've spent over $1,in purchasing gift cards with them before this issue cropped upThis issue revolved around $in gift credit They offered me a $promo code I wasn't necessarily expecting to be made whole, but some acknowledgment of the trust I gave to their enterprise would have been considerate Instead, a $promo code feels more like a slap in the face
In the business they operate in, which involves trading money equivalents, I would expect building trust and a relationship with its customers to be essential It is not apparently