Raise Marketplace Inc

Complaint: [redacted]
I am rejecting this response because:
Read my previous two responses.
Sincerely,
Fred [redacted]

After again reviewing Revdex.com complaint number [redacted] 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 well. As 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 100 days from the purchase date.
We have been able to confirm that the gift card status was closed by the brand, [redacted] through conversation with a CSR through [redacted] This is information that the customer can also obtain through conversation with the brand. This was a decision made by [redacted] and not a decision made by Riase. As 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 100 days from the order date.
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 the Raise guarantee and apologize for any inconvenience.

After again reviewing Revdex.com complaint number [redacted], we are, unfortunately, unable to provide the customer with a different resolution.
We apologize for the mistake in the original response, and do see that the purchase was made on February 18, 2016 and not on February 2 ,2016 and hope this did not cause any confusion. This does, however, not change the resolution.
Our records indicate that this first contact made by the customer to Raise regarding trouble with these gift cards, was on June 3, 2016, at which time the customer spoke with an agent as well as a supervisor on the Member Services Team. They did relay, at that time, that the order could not be refunded and a replacement could not be offered, due to the time that had lapsed since the Raise Guarantee had passed for the order.
We do understand that the customer had declined the Raise credit when it had been offered. It was placed into the account in the case that the customer would like to utilize it at any time.
The Raise Guarantee is located on the Raise homepage main screen and, it is also on the bottom of the Raise Order Delivery Receipt right below the order total. There is also a full page devoted to the Raise Return Policy that can be accessed through the menu on the Raise homepage.
We hope that this information has been helpful and again apologize for the inconvenience.

After receiving Revdex.com complaint number [redacted] and further reviewing the order, we are able to offer the requested resolution.The customer purchased a [redacted] Wholesale Club gift card from Raise.com on December 11, 2015 with a value of $300.00 for a purchase price of $281.70. On March 27, 2016 the...

customer contacted Raise Member Services and expressed to the serving agent that the gift card did not work when attempted in store. The serving agent then had to escalate the order to the Gift Card Support Team as they must review all orders that are brought to our attention outside of the Raise 100 Day Guarantee. This order does fall outside of the guarantee period, but we would like to offer the customer a full refund of his purchase price. The refund has been processed and should be returned to the original payment source within 1-3 business days. Refund are not usually processed outside of the Raise 100 Day Guarantee, but we understand that this is an unfortunate situation. We do encourage customers to redeem the gift cards within the guarantee period going forward. At this time we would like to consider the issue resolved and hope to serve this customer again in the future.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the customer has been provided with a portion of the requested resolution.On September 13, 2016 the customer placed an order for an [redacted] gift card on Raise and paid $44.25 for a value of...

$50.00. 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 [redacted] 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 records. The customer provided the screenshot and a full refund of the purchase price was issued within an hour of the customer contacting Raise about the issue.As a member to member marketplace, occasionally an issue with arise with a gift card. This is the reason we have in place the 100 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 [redacted] gift cards removed from the marketplace as they are all coming from many different sellers. Our Seller Support team will be looking directly into the seller of this particular gift card, and the reason that the issue arose. Actions 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 email.We are happy to have been able to provide a resolution to the customer and look forward to better serving him again in the future.

After reviewing the customer’s response in regards to complaint number [redacted] and the correct order in question, it appears that a similar resolution is warranted.As an order number was not provided with the customer’s initial complaint, we had reviewed the account with the email address provided ([redacted]  Our initial response was regarding an order for a [redacted] eGift card.  It appears that the customer had created an additional account using her [redacted] email address to place the order [redacted].  In accordance with Raise policy, each user is limited to one Raise account.  The order in question was placed on November 25th for an [redacted]y eGift card with a value of $25.00 and a price of $24.98.  The customer applied her $5 reward and her credit card was charged the remaining $19.98.  This order was processed immediately and delivered to the customer’s Raise account associated with her [redacted] email address.  Shortly after, the member emailed Raise Member Services stating that the order was placed by accident, and she would like it refunded.  An agent responded to this support ticket on December 14th to explain that the order had already been processed and we are unable to cancel or provide a refund. 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.  Within the email communication between the agent and the customer, the customer was also offered a complimentary promotional code to use towards her next order.The Raise return policy specifically states that “Buyer’s remorse or change of mind” is not covered. This guarantee will protect a buyer’s purchase price should an issue arise with the redemption of any gift cards purchased from Raise.While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this [redacted] gift card that she has already been given access to.  We will continue ensure that policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with policy.  Taking into account the $10 credit that has been added to the customer’s account, the $5 complimentary promotional code offered,  the $5 reward redeemed, and the $10 promotional code used, we feel that the customer has been generously compensated for this issue.  We apologize for any inconvenience and welcome the customer to redeem her credit and promotional code on Raise.com.  We look forward to serving her in the future.

After receiving complaint number
rgb(255, 255, 255);">[redacted] we were able to review the order and offer a solution to the customer.
On February 16th 2016 the customer purchased two [redacted] gift cards, one with a value of $500 for a purchase price of $465 and the other with a value of $400 for a purchase price of $366.28. The customer initially contacted Raise Member Services via email on February 20th 2016 and the serving agent responded on February 22nd 2016 asking for further information to better assist the customer with her inquiry. The customer answered us very quickly, but due to the value of the order it did need to be sent for review by the Gift Card Support Team.
Regrettably, 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 3rd 2016.
We want to assure the customer that every gift card is verified at least once before entering the marketplace and at least once more before processing in an order. Sellers, much like the gift cards, must also be verified, before listing gift cards on the marketplace. Additionally any issues with a specific seller are dealt with by our Seller Performance Team. These instances are handled internally to ensure that our sellers are held to the highest of standards.
We are working to minimize our overall response time as to better serve our members. We understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members.
Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolution. We hope to better serve this customer in the future.

Complaint[redacted]
I am rejecting this response because:
Raise has made no effort to abide by the guarantee they state very prominently on your website.  The guarantee specifically states that it will cover the cost of the gift card.  At this point, I don't think there is really anything more to discuss.  You are living up to the promise you made.  This is a lesson learned for me, I will simply not use your site anymore and we can go on with our lives.  That being said, just because you repeat the same falsehood over and over does not mean that I have to accept it.  I realize Raise in it business to make money, I just wish they would be honest in their dealings.  Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], we have reviewed the complaint and corresponding order number....


On October 4, 2016 the customer purchased two [redacted] gift cards in order [redacted] They were both purchased with a value of $100.00 for a purchase price of $92.00. The customer contacted Raise Member Services on April 16, 2016 and expressed that the gift cards were no longer working. The 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 100 days from the date of purchase.
When speaking with serving agents on April 18, 2016 the customer did express that she was seeing two different order numbers, one on the order and one on the printed vouchers. The 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 marketplace.
When an order is brought to our attention outside of the Raise 100 Day Guarantee, Raise usually is unable to take further action on these orders. In this case, we did look into the order and contacted the brand to see what could be done. In the process of contacting the brand, we were notified that the customer has also contacted [redacted] and two replacement gift cards had been issued directly through [redacted]. This was the course of action that, after speaking with [redacted], 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 resolved. We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

After receiving and reviewing the second rejection response to complaint number [redacted], Raise is still unable to provide a different resolution to the customer.
The customer contacted Raise Member Services via email on April 29, 2015, four days after purchasing the Macy’s eGift card. A few hours later an agent picked up the email and checked the eGift card balance and validity. Upon doing so she was able to confirm that the gift card did still contain the full balance of $7.79 and that it was applicable to a purchase on the Macy’s website.
When the customer contacted Raise in that original email, he explained that the card was rejected in the store. The card was rejected in the store because it was meant for online use only so could not apply to a purchase in the store. This is the information that was confirmed by the Member Services Agent in the email to the customer.
Later on in the year, after the customer contacted Raise, Macy’s did have an internal audit performed on all of their gift cards, and at that time this gift card purchase may have been affected.
As a gesture of good faith, and a one time courtesy, we have credited the customer’s Raise account with $6.39, the purchase price of the gift card. This is a credit on the customer’s Raise account and will apply automatically to the next purchase made on the marketplace.
We would like to consider the issue resolved at this time and hope that the customer finds a credit a suitable settlement.

Initial Business Response /* (1000, 6, 2015/09/02) */
Dear Mr.[redacted]
I am pleased to say that with your continued communication, my support team and I were able to further review your case. We were sorry to hear our initial investigation was not resolved, but we are glad that we were...

able to come to a solution with you.
After further research, we were able to refund you for the full amount requested. Your cooperation and patience made this whole process possible.
Again, we are sorry for the inconvenience this had caused you. Please do not hesitate to reach out to us if you have any other questions or concerns. We would be happy to serve you in any way we can.
Kind regards,
Serena

Complaint: 11954010
I am rejecting this response because:1) It was not listed the same day it was recieved. However, it was determined shortly after receiving it that it would not be useful and that it would be better to sell it on a marketplace.2) Provided all of the documentation requested. There was a LOT of verification required. I had to upload an ID, had to ask the purchaser for a receipt, had to verify my bank account, had to provide a backup credit card, had to wait 45 days. In total, I waited 3 months to withdraw my money.3) Skky (customer service) verified it. The customer used the card a month after buying it. The customer used the gift card, and I did not get paid for it.  Raise.com has taken my gift card AND my money and refused to release it. I reject their response.
Sincerely,
Joshua [redacted]

Initial Business Response /* (1000, 5, 2014/03/27) */
Dear [redacted]
I have read the following case inquiry in regards to order number RXXXXXXXXX and RXXXXXXXXX. In light of the situation and circumstances of your case, I would like to apologize for the inconvenience this has...

caused you.
As we discussed on the phone we will be refunding you for the three cards you have not used. We typically do not accept returns for cards that have been delivered with good working balances but because of your situation and inconvenience we would like to make an exception for you. The refund will be $455.15, which is the amount paid for the three cards. You will receive an email early next week confirming the refund has been processed.
We strive to have every gift card listed on our marketplace accurately represented according to its brand specific redemption method and restrictions. Representing each gift card type and brand is something that we continually update as we learn of new policies and changes that brands have made for their gift cards. We appreciate you bringing this to our attention and we will be updating our details for the specific brand you purchased.
Sincerely,
[redacted]
Raise Member Services Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On July 14, 2014, the customer purchased a $327.22 valued [redacted] gift card for a purchase price of $291.88. The customer also used a $5 off first time user promo code that made...

the order total $286.88. This was an egift/voucher that was to be delivered to both the customer’s Raise account and email within 24 hours. As with all cards listed on the Raise Marketplace, this card was verified twice, once at the initial listing and once at the time of purchase to ensure a valid balance. On December 4, 2017, the customer reached out to Raise Member Services and informed the supporting agent that the card they were attempting to use was showing as a zero balance. Due to the time that had passed since the order was originally placed, the supporting agent was not able to offer a refund under our 1 Year Money-Back Guarantee. This call was escalated to a supervisor on our Member Services team, who informed the customer of the same information that the supporting agent provided. Our 1 Year Money-Back Guarantee is in place to protect buyers’ purchase price in the event a card is showing as invalid, or inaccurate balance. (https://www.raise.com/guarantee)At the time this card was purchased, Raise had a 60-Day Money-Back Guarantee. In the summer of 2015, this Guarantee was changed to a 100-Day Money-Back Guarantee. This was changed to a full 1 Year Money-Back Guarantee in January of 2017. Even after applying all of these time-frames to the initial order, the order still fell outside of the Guarantee. Unfortunately, due to the amount of time that has passed since this order was placed, Raise will not be able to offer a full purchase price refund for this card. However, we would still like to offer the customer $50 in Raise Rewards that can be used at their earliest convenience. Although this is not the full purchase price covered under our 1 Year Money-Back Guarantee, we would like to still provide the customer with this credit in hopes of resolving this issue. We will continue to review the order, and will follow-up with the seller to find out more information about this card, and what caused this card to be invalid. At this time, we would like to consider this issue resolved under our 1 Year Money-Back Guarantee. The customer may email [redacted]@raise.com at their earliest convenience, and we will be more than happy to provide the customer with the rewards in their 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 the Raise guarantee and apologize for any inconvenience. We are also happy to answer any additional questions the customer may have via email at [redacted]@raise.com.

After receiving Revdex.com rejection response to complaint number [redacted] we were able to again review the order in question and are unable to provide a different resolution to the customer.
The order the customer placed for the [redacted] gift card was completed on August 28, 2013. During the first 100 days after that gift card was purchased, it was covered by the Raise 100 Day Guarantee. That guarantee period for this purchase ended on December 6, 2013. The customer contacted Raise regarding redemption trouble for this gift card on January 24, 2016, two years after the guarantee period had ended.
All cards sold on the marketplace are identified as gift cards when the difference will not affect that member’s purchasing experience or redemption method. Many of the cards sold on the marketplace can either fall into the category of gift card or merchandise credit. There is no distinction made when there is no difference between the way either is redeemed. If there is a different set of rules for redemption Raise does have a different product source with those terms and conditions presented.  
At the time the order was delivered to the customer, the [redacted] card did have a full and valid balance and was able to be used in the form in which it was delivered for more than two years from the date of purchase. As [redacted] did make the policy change outside of the guarantee period and this was not a choice made by Raise, we are unable to provide a refund for the order.
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 the Raise guarantee and apologize for any inconvenience.

I bought gift cards in ther amount of 2500 dollars and waited long than I was told that the order was canceled than I ordered again and I told the guy on the phone that I need the order right away and it took almost 24 hours I told them I wonna cancel the order and they refused to do so they are a company with no trust dont use them they cancel orders without any notice and they will send you the gift cards when you dont need them anymore

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

the requested resolution has been provided to the customer.
The customer sold two gift cards on Raise.com and when payment was attempted to be requested, the customer was unable to do so. There was a discrepancy in the customer’s address which caused a disconnect in the payment withdrawal function which prevented the customer from requesting payment. As this is not something that we are able to change on our end, an agent from our Seller Support Team reached out to the customer to rectify the situation. The customer disconnected from the agent and the team was unable to connect with the customer again to work through the issue.
The Seller Support Team worked on our end to address this discrepancy to make sure that the customer was able to receive payment for the gift cards that were sold. As of July 13, 2016, the payment was confirmed as successful on our end and the customer should have received his payment at this time.
We sincerely apologize for the trouble and would never want to keep a customer from accessing their funds. At this time we would like to consider the issue resolved and are happy to have provided the customer with the requested resolution.

After receiving Revdex.com complaint number [redacted]  we were able to review the order in question. On August 15, 2015 the customer purchased from Raise.com a [redacted] gift card with a value of $250.00 for a purchase price of $225.00 which was paid for by credit card. Raise Member Services was...

contacted by the customer on January 5, 2016 and informed the serving agent that $16.07 from the gift card had been used by her and that the remaining balance of $233.93 had been compromised. At that time the order was already outside of the 100 Day Guarantee period so the order had to be escalated to the Gift Card Support Team for further review. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and the customer called in again on February 12, 2016. During that phone conversation the customer was informed by the serving agent as well as a supervisor that because the order falls so far outside of the 100 Day Guarantee, Raise would be unable to provide a refund. The supervisor offered to continue to have it reviewed in the case that anything would change, and the customer was ultimately still given the same resolution that Raise would be unable to assist as the order is outside of the guarantee range. During further review completed by the Gift Card Support Team it was again determined that no refund could be provided outside of the 100 Day Guarantee and the customer has been notified via email. 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 for the Gift Card Support Team.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 the Raise guarantee and apologize for any inconvenience.