Raise Marketplace Inc

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

After receiving and reviewing the second rejection response to complaint number ***, 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 cardA few hours later an agent picked up the email and checked the eGift card balance and validityUpon doing so she was able to confirm that the gift card did still contain the full balance of $and that it was applicable to a purchase on the Macy’s websiteWhen the customer contacted Raise in that original email, he explained that the card was rejected in the storeThe card was rejected in the store because it was meant for online use only so could not apply to a purchase in the storeThis is the information that was confirmed by the Member Services Agent in the email to the customerLater 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 affectedAs 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 cardThis is a credit on the customer’s Raise account and will apply automatically to the next purchase made on the marketplaceWe would like to consider the issue resolved at this time and hope that the customer finds a credit a suitable settlement

We bought $dollars in giftcards for a friend for Christmas Our friend calls us up and says just to let you know we tried to use the giftcards and they didn't work We call the company and find out the giftcards were already used They acted like they were going to do me a favor by refunding me my money I was so embarrassed that my friends had to go through that as well as them being embarrassed After putting me on hold several times and almost a half hour they finally agreed to give me $raise gift card for my troubles Umm...but here I sit that my friends on the other end still don't have their gift, had to pay out of their pocket, because Raise sold me a invalid giftcard Save yourself embarrassment and don't go through raise

This customer's account has been credited $for the referral credit lost on her order *** This credit along with her previous referral earnings will automatically apply to her next order.
At this point, the customer has been refunded to her original payment source and the credit she has earned is ready to be usedAgain, we apologize for the inconvenience she has experienced, but we are pleased to have met all of her requests

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warrantedOn October 23, the customer made a purchase on Raise.com for a Pier Impports gift card with a balance of $for a purchase price of
$The customer contacted Raise Member Services on May 6, and expressed to the serving agent that the gift card did not hold the expected valueDuring the phone conversation the serving agent explained our policy and apologetically declined this customer’s refund request.As this purchase is so far outside of the Raise Day Guarantee, Raise is unable to take further action on the orderThe Day Guarantee is in place to protect the purchase price of an order for the first days from the date of purchaseAfter that time, Raise is happy to look into any gift card issue but cannot offer a refund in the same way that we do within the first daysHad the customer contacted us within the first days, we would have been happy to offer a further resolutionIn this case, the order fell so far outside of the guarantee period that a refund could not be provided, and the customer was offered a promotional code and a $credit as recompense.We would like to sincerely apologize for the inconvenience in this and would like to consider the issue resolved at this time

Initial Business Response /* (1000, 6, 2015/09/08) */
Dear Ms***,
I was able to fully review your case regarding your J*** cardAfter further communication with both you and the brand, I am pleased to say we have come to a conclusion
The J*** card you purchased was indeed
a merchandise creditWe have since established that these are nontransferable and therefore will not be offered on our marketplace in the futureAs a secondhand marketplace, all of the cards on our site are listed by other membersThe cards are always verified before they're approved for the marketplace and again before your order is processed
We were able to issue a full refund of $back to your original payment sourceAn additional credit has been notated on your account as wellWe thank you for bringing this issue to our attention and overall we are glad to have resolved this for you
Please don't hesitate to reach out if you have any further questionsWe would be happy to help in any way we can
Kindest regards,
***
Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:Read my previous two responses
Sincerely,
Fred ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution although not satisfactory to me will not be worth my time to proceed any furtherThank you for your efforts, I will just make sure to avoid this company and have any and all friends and family do the sameThank you again.
Sincerely,
*** ***

After receiving Revdex.com complaint number *** we were able to review the order in question and provide the customer with an explanation of what occurred.On December 13, 2017, the customer purchased a $*** gift card for a purchase price of $This was a special promotion done in partnership
with UberThis was an egift card that was sent to the customer via email and directly to the customer’s Raise accountThe customer emailed Raise on December 14, 2017, stating that they viewed two charges on their cardThey asked to have one reversed, as the customer had only completed one orderAn agent from our Member Services team responded to the customer on December 16, 2017, stating that the second charge was pending and that the charge would fall off within 3-days.The customer reached back out via email on December 17, 20, and to no response from the supporting agentThe charges were still present and unfortunately, the supporting agent did not respond to the customer with an accurate resolution to the problem presented.On December 21, 2017, our Voice of Customer team reached out to the customer with an explanation of what happened and why they were viewing two charges on their cardThe email was also sent to the head of our Quality Assurance team who has met with and gave the supporting agent the proper coachingWe would like to sincerely apologize to the customer once more for the lack of response and we have taken steps to make sure this does not happen again.The second charge was explained in the email as wellThere was another member of the customer’s household that also purchased an *** card on the same date using the same credit card on fileThis was a completely different account that was made, but the customer was not aware of the additional accountThis has been explained to the customer via email, and the customer has acknowledged it was a misunderstanding on both parties.At this time, we would like to consider this case resolved as the customer understands why the second charge is showing on their cardMember Service is a top priority here at Raies and we cannot apologize enough for the lack of response, and the initial inaccurate information provided to the customerIf the customer has any additional questions, an email to ***@raise.com can be sent and we’d be happy to help out in any way we can

After receiving and reviewing Revdex.com complaint number *** and the
corresponding order number, it appears that the current resolution is warrantedOn January 6, 2017, the customer listed a total of gift cards for sale, valued at $*** *** ***) and the 3rd one valued at $(Best Buy)Cards listed on Raise are verified by our Trust & Safety team before officially going live on the marketplaceTypically, this process can take up to hours, but may be subject to a longer time-frame, if further verification is neededThe customer then reached out to Raise via live chat on January 7, inquiring if the gift cards were officially listed yetThe supporting agent expressed to the customer that our Trust & Safety team was currently reviewing listings on a first in, first out basis and that the customer’s cards were currently in the queue waiting for approvalThe customer emailed Raise on January 8, and January 9, again inquiring about the cards and if they were officially listed on the marketplaceOn January 10, 2017, the customer chatted in to Raise for the second time after the gift cards had been pending for daysThe supporting agent escalated this request to our Seller Support team and informed the customer that the cards would officially be listed within the hour, pending the images of the back of the cards being uploaded via the customer’s Raise accountThe customer proceeded to upload the images and the cards were officially listed and sold later that dayRegrettably, the cards were not able to be listed within hours due to the further verification that was needed and we sincerely apologize to the customer for the delay in listing the cards and any confusion this may have causedWe 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 the customer has since received payment for these gift cardsWe look forward to better serving the customer in the future and welcome any further questions the customer may have via email at ***.Tell us why here

After receiving Revdex.com complaint number ***, we were able to review the account and offer a solution to the customer.On November 21, 2017, the customer listed a $valued *** *** gift card for a purchase price of $This card was sold in Raise Order Number *** two days later on
November 23, Since there is a 12% listing fee when selling on Raise, the customer received $in available fundsThe customer requested to be paid out via physical check on November 23, This check was officially cut and sent out on November 27, Typically, physical checks will arrive to the billing address on the credit card used for seller verification in 3-business days.The customer emailed Raise Member Services on December 21, stating that check *** was not received and requested that the check be reissuedThe supporting agent reached back out the next day, December 22, requesting the customer verify the address that the check was being sent to, in order to move forward with the next stepsUnfortunately, there was no response by the customer and the supporting agent emailed back on December 27, stating that this request was being closed, pending reply.The customer called in that day and spoke to a supervisor regarding the checkThe supporting supervisor informed the customer of the policy in place for a potentially lost checkIn the event of a lost check, Raise must wait days before issuing a stop paymentIn accordance with Raise policy, we must wait days before a check is considered lost in the mail and cancelledThe days is from the date that the check was cut and sent out, not the date it was requestedThis is in place as a precautionary measure to ensure that the check is not cashed and the check has enough time to return to our office if foundIn addition, we have it stated under our terms and conditions that a fee may be assessed to reissue a new check (https://www.raise.com/terms)This can be found in Section 3(h) under “Sellers”That fee is only assessed if the customer would like to stop payment prior to the days.We would like to apologize to the customer for any confusion surrounding this feeThis fee will not be assessed in this case since the day time-frame has since passedA supporting supervisor sent an email to the customer on January 3, to help explain this process.At this time, our Finance team has since stopped the payment, and canceled the checkThe customer has $available to them in their Raise account currentlyThey may request their funds via check again, but we do suggest either ACH Direct Deposit or *** for a quicker payoutWe can't apologize enough for any confusion surrounding this payment request, and feel this issue has been resolved in accordance with Raise policyIf the customer has any additional questions, they may send an email to ***@raise.comWe look forward to better serving this customer in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, we are happy to
offer the customer a resolution
On February 2, 2016, the customer purchased a *** *** gift card from Raise.com with a value of $and a purchase price of $The customer contacted Raise Member Services on February 23, and expressed that the gift card could not be used in the restaurantDuring the conversation the member spoke with an agent as well as a supervisor who offered to have the gift card looked into as it did show a full balance, but the member did express that there had been issues with its redemption
The customer filed a dispute on the order as the process to look into the gift card had taken an extended amount of timeWhen a dispute is filed on a member’s account, the account has a hold placed on it until the dispute has been resolved to ensure the security of the customer’s accountThe dispute was resolved in the favor of Raise, and we have issued the customer a refund for the purchase price of the orderThe refund will be reflected on the customer’s original payment source in 1-business days and the Raise Rewards used on the purchase will also be returned to the customer’s accountAs the dispute has resolved, the customer has full access to all of his purchases at this timeWe would like to apologize for the extended amount of time that it took to resolve this issue for the customer and are working to improve response times overallWe are glad to have resolved this for the customer and look forward to serving him again in the futureIf the customer has any further questions, he is welcome to respond to the refund email confirmation sent to him

After receiving Revdex.com complaint number ***, we were able to review the two orders in question and reach a solution.Both orders, placed on December 15, 2016, contained one *** gift card each The value of each of these cards was $100, for which the customer paid $each These
cards were shipped directly from the seller via *** and delivered to the customer’s shipping address.Unfortunately, an activation issue occurred with both of these gift cards The customer first notified Raise Member Services through email on December 28, of the redemption trouble with his two *** gift cards.On January 12, 2016, the customer was refunded the purchase price for the two gift cards totaling $ Although the card balances had been verified before being placed on the marketplace, the handling agent was able to confirm that there was an issue with the gift cards in question The Raise day, 100% moneyback guarantee is in place to protect customers, should any issues arise with gift cards purchased on the Raise marketplace We sincerely apologize for the delay in resolution, as well as the initial trouble with the purchased gift cards As we continue to grow, we are actively working to bring response time down to an appropriate timeframe We would like to urge the customer to give us a call at *** should there be any issues or questions that need immediate resolution in the futureOverall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future

After receiving Revdex.com rejection response to complaint number *** we were able to again review the order in question and are unable to provide a different resolution to the customerThe order the customer placed for the *** gift card was completed on August 28, During the first days after that gift card was purchased, it was covered by the Raise Day GuaranteeThat guarantee period for this purchase ended on December 6, The customer contacted Raise regarding redemption trouble for this gift card on January 24, 2016, two years after the guarantee period had endedAll cards sold on the marketplace are identified as gift cards when the difference will not affect that member’s purchasing experience or redemption methodMany of the cards sold on the marketplace can either fall into the category of gift card or merchandise creditThere is no distinction made when there is no difference between the way either is redeemedIf 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 *** 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 purchaseAs *** 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 orderWe 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

Complaint: ***
I am rejecting this response because: I understand the merchant has a day policy coverageBut if the reason for return/refund were simply because I changed my mind or I didn't like the product anymore, I would be totally fine with this policyBut now the problem is that you sold me a gift card which should be loaded with $credit but when I am trying to use it, it has valueThis is totally fraud and you can't say oh now it's beyond days so the customer bears all the cost of being frauds by the product you sold
Sincerely,
*** ***

We were able to further review complaint number *** as well as the customer’s Raise orderThe order *** was placed on December 10, and contained one *** gift card valued at $2,On January 12, the customer called our Member
Services Team regarding this gift cardThe brand had told him that the gift card could not be used at the store due to a change in *** policyThe agent then started the refund process for this orderHowever, due to the high value of the card, it had to be sent to our Refund Team for further review.Unfortunately, our Refund Team was unable to reach a resolution within the 2-business days mentioned in the agent’s emailThe customer continued to contact our Member Services Team for updates regarding his refundOn January 20, 2016, our Refund Team was able to confirm this *** gift card could not be used as promised and therefore issued a full refund to the customer’s initial payment sourceWe sincerely apologize that this issue was not resolved more quickly for the customer and we are actively working to minimize any response time so as to better serve our membersShould the customer have any other questions, we encourage him to contact us at *** so we can quickly assist himWe look forward to helping in any way we can

After receiving Revdex.com complaint number ***, we were able to review the order in questionOn January 27, 2017, the customer purchased *** gift cards valued at $each for a total purchase price of $(each gift card was priced at $22.00, respectfully).The customer reached
out to Raise via email that same day, stating they were not able to use the gift cards due to the brand’s redemption restrictionsBecause of this, the customer wished to return these cardsA supporting agent responded to the customer the next day, on January 28, 2017, informing the customer that these gift cards are unable to be returned/refunded as they are all active and show the full accurate balanceEvery gift card on the order showed and is still holding the full $valueThe customer emailed Raise back that same day again requesting a refund for this order, due to the brand’s redemption restrictionsThe customer sent another email on January 31, 2017, as they had not heard back from Raise in regards to this issueThe supporting agent responded back to the customer via email on February 1, informing the customer that this specific order was not covered under our Year Money-Back Guarantee (***)The Delivery & Redemption information for the *** gift card listing does state: “Only one gift card may be used per transactionGift cards cannot be combined with other promotions.” The supporting agent informed the customer of where they can find this information on the website as wellThe Delivery and Redemption information is available before a purchase is made, on the gift card’s listing pageEvery gift card listed on the marketplace does have specific Delivery and Redemption information available for customers to view before making a purchaseWe do understand that different brands do have different redemption instructions, and this is why the Delivery Information is available for customers before, as well as after, they complete their purchaseIn this particular case, the three *** gift cards do still contain the full and valid balance of $each, 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 these gift cards.At this time, we would like to consider the issue resolved, and as the gift cards are valid, we encourage the customer to relist these gift cards for sale on our marketplace, if they no longer wish to keep themWe would be more than happy to answer any follow up questions in regards to that process via email at ***

Complaint: ***
The dispute has been closed by my *** credit card issuerPlease proceed with the refundThank you

We were able to further review Revdex.com complaint number *** as well as the member’s *** order and account
The order *** was placed in June of and contained a $*** *** gift cardOn February 12, 2016, the customer called our Member Services department to inquire about the status of his gift cardHe told the agent that he was able to use about $of the gift card previously but upon trying to use it again, found that the card was no longer able to be used
At this point, the order was sent to our Gift Card Support Team for further reviewUnfortunately because this order is well outside of our day guarantee, we were unable to provide a refund to his original payment sourceThe customer is correct in saying that this gift card never expiresAs a member to member marketplace, each gift card is verified before being listed on our websiteShould an issue arise after the order is complete, our Day Guarantee protects your purchase price for up to days
As a one time courtesy, we have refunded this customer in the form of *** creditBecause he was able to use part of the gift card, the partial amount of $was added to his *** accountThis credit will automatically apply to the next order placed on the account
We sincerely apologize for any miscommunication and frustration this has caused our member

We were able to further review *** *** complaint and locate her Raise order in question *** We're sorry to hear the *** gift card purchased by *** *** was unable to be used. Because Raise is a secondhand marketplace for gift cards, we understand there are inherent
risksTo combat these risks, we verify each card before they are listed for sale on the marketplaceUnfortunately, issues can arise after an order is processedThis is why we protect each Raise purchase with our Day Guarantee. *** *** called into our Member Services support line on 12/to inform us that her *** gift card did not work when she tried to use itOur agent confirmed that there was indeed an issue with the gift card and promptly refunded *** *** to her original form of payment per our guaranteeIn addition, $was credited to her account for the promo code that was used on her purchase. We sincerely apologize for the inconvenience *** *** has encountered, but Raise has done our due diligence to ensure that she is refunded and credited as necessaryAs a growing company, we are actively adding support staff dedicated to verifying gift cards and assisting our members with any issues that do arise