Raise Marketplace Inc

After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution, at this moment.
As mentioned previously, when a dispute is received on an order, the ability to complete a refund is taken out of the hands of Raise and placed solely into the hands of the credit card provider. Typically, this process may take up to an estimated 60 days, a time-frame determined by the banking system, for it to be resolved between the financial institutions. There should be an update in regards to this dispute by or before Sunday, February 5, 2017.
At this very moment, Raise is unable to apply the refund due to the dispute still showing through our payment processor.
We would like to get this issue resolved as quickly as possible for the customer. Therefore, once our system updates to see the end result of the dispute, we’d be happy to move forward from there. As previously stated, if their credit card processor does not resolve the dispute in their favor, Raise will be more than happy to provide the customer with their deserved refund.
Any further questions or follow-ups can be sent to [redacted] and we’d be happy to resolve the situation once the dispute has been cleared from both parties.

After receiving and further reviewing Revdex.com complaint number [redacted], we are unfortunately unable to provide a different resolution to the customer, but we would like to address the concerns that the customer has presented.As mentioned previously, all cards listed on Raise are typically officially approved to be sold on the marketplace within 24 hours. However, we do state that they may be subject to further verification if need be. This 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 basis. We are currently working to minimize the timeframe in regards to the listing process to better serve our members. As we acknowledged, we do understand this can be an inconvenience and we would like to apologize again to the customer.If a customer would like to withdraw a listing before it has sold, he/she may do so at any time before final sale. There is never any information that is exposed to any individual except the members of our Support Team. All information is kept secure and is never shown to the public eye.Overall, all pending listings from the customer have since been approved and would like to consider this issue resolved. We hope to better serve the customer in the near future and any further concerns can be sent via email to [redacted].

Complaint: [redacted]
I am rejecting this response because:That still does not resolve the issue of untimely validation of cards.  I tried to list more cards, and they were not validated within 24 hours. If I decided to cancel the transaction, I already expsed the information to you. The cards are no longer secure.
Sincerely,
[redacted]

Terrible customer service. I purchased a fraudulent card on here and after 15 min on the phone with the card services determined what happened. I then called Raise to get a refund and they told me 10 to 15 business days. The account that u used the card on was now past due and charging me fines. There was no willingness to expedite the process and I was obviously being lied to by one of the Leads, Cooper [redacted].

Raise is one of the worst companies I have ever done business with. I have bought several gift card and when I go to use them they are at zero balance or I make a partial purchase and when I go back to use the card the remaining balance is missing. When I called raise they always say we are a new company, which is BS seeing that they have been in business for years now. They also say that this never happens. Well raise this is interesting because it has happened to me with every card I have purchased from you. You are liars and con artists.

This customer's account has been credited $5 for the referral credit lost on her order [redacted] 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 used. Again, we apologize for the inconvenience she has experienced, but we are pleased to have met all of her requests.

After receiving Revdex.com complaint [redacted] we were able to review the Raise account and order in question, and provide a resolution to the customer.On December 14th, 2015, the customer, [redacted] submitted an order on the [redacted] version of the Raise mobile application.  This order was...

placed at 1:01 AM CST and was automatically completed less than a minute later, then delivered to the customer's Raise account.  This order was for a [redacted] eGift card with a value of $16.13.  The listed price of this card was $15.48, but with an additional $5 discount with a “Reward” applied.  The ending cost of $10.48 was charged to the customer’s [redacted] credit card.[redacted] contacted Raise Member Services via email on December 14th, claiming that she had purchased this gift card through the mobile application accidentally.  The customer was attempting to apply a promotional code, but had inadvertently submitted the order instead of applying the discount code first.The customer emailed once again on December 18th, frustrated with the time it was taking to receive a response from our team.  An agent responded to her request on December 22nd in hopes of resolving her issue.  [redacted] responded several hours later with the promotional code that she had failed to apply to her order.  Unfortunately, this promotional code never would have applied to the order in question, as it had recently expired.  The order also did not meet the minimum requirements, which was a $15 order total, for this expired promotional code.  We apologize for any technical issues the member had while using her [redacted] app to place this order, as well as the delay in response.  [redacted] was informed of other promotional codes that are still valid, but demanded a refund instead.  Regrettably, this situation would not warrant a refund under the Raise 100 Day Guarantee.  This 100% money-back guarantee protects customers that are unable to use a gift card because of specific issues with the gift card itself, and states that “Neglecting to apply a promotional code before a purchase” would not be covered.The customer was also informed that a Raise agent would gladly guide her through relisting the gift card on her account to recoup the amount spent, as well as profit from the $5 Reward that had applied to her order.  The fee for selling a gift card would have also been offset by adding credit to her Raise account for an order in the future.  The customer refused and continued to demand a refund.As a courtesy, Raise permitted the return of this [redacted] gift card and offer a full refund to the customer.  At this time, $10.48 was refunded to the member’s original payment source.  The $5 reward that had been applied to this order was also credited back to the customer’s Raise account to be used on an order in the future, should the customer choose to place another.  We apologize for the inconvenience this may have caused, but overall we believe we have met this member’s needs.

Complaint: [redacted]
I am rejecting this response because:If I understand correctly, Raise feels that the 100 day policy should relieve them of any responsibility to their consumer.  So effectively, a product that does not have an expiration date is only good for 100 days if purchased through this site and should be advertised as such.  Where did the $481.76 go?Respectfully,
[redacted]

After receiving Revdex.com complaint number [redacted] and reviewing the corresponding order number, we are happy to provide the customer with a resolution. The customer placed an order on Raise.com for a [redacted] physical gift card on April 6,2016. An email was sent by the customer to Raise Member Services...

on April 26, 2016, and regrettably, our Member Services Team was unable to respond in a timely fashion. We give physical gift cards 3-14 business days to arrive to the customer. In the case that a physical gift card does not arrive in the allotted time frame, we encourage the customer to contact us, as we are more than happy to resolve the situation.In this case, we have refunded the customer the full purchase price of the gift card, $83.05. A confirmation email has also been sent to the customer, and the funds should be seen back on the customer’s original payment source in 1-3 business days. We’d like to apologize for any inconvenience this may have caused the customer and look forward to serving them again in the future.

Initial Business Response /* (1000, 8, 2014/12/09) */
Response to Revdex.com complaint #XXXXXXXX
Dear [redacted],
I have read your complaint in full and have gone over all the details within explaining your frustration. Let me be the first to apologize about this situation and offer...

you some amelioration.
Raise.com takes user's data and privacy very seriously and we never take users information without their permission and only use data necessary to serve our Members.
It sounds like in this specific case; you used our referral feature that has the ability to use your contacts from your email account if you so choose. This button says, "Invite from Gmail contacts" or "Invite from Yahoo! contacts" It might have been difficult to navigate between the feature that uses all your contacts and the one where you can simply add an email or two. It sounds like in your case you were only trying to share this info with one or two people.
I recommend that if you only have one or two friends to share with, you use the, "Share This Link With Your Friends" feature where you can copy and paste the link into a personal email that can you send yourself to family or friends. Another way to reach only a couple people quickly is to input an email or two separated by commas into the box and hit "send".
I have gone ahead and made sure with our development team that only those chosen to receive emails will be the ones actually receiving them. Any system glitches should now be resolved, and we thank you for playing a role in that.
In all, we hope you know Raise.com takes our Member's data seriously and confidentially. Thanks for being a great Member!
Sincerely,
[redacted]
Manager of Member Services

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.
 
I would like to ask Raise.com a couple of things, though:
1. Please do your effort to remove those unethical sellers from the market place.
2. Please inform buyers how you have worked to remove the seller.
3. I do NOT think “Please accept our sincerest apologies for any inconvenience this may cause, and we would like to offer you a discount on your next purchase. Enter code 5ONRAISE for $5.00 off your next order over $50.00.” is a great solution. I lost my money as well as a bit of trust for Raise. Raise humiliated me by (kindly) offering $5 off coupon.
4. I appreciate that you offer $50 Raise Reward credit. I originally paid $280.14 and spent about $10 with the gift card. Roughly, I lost $270. Considering that a buyer, a seller, and Raise are all equally responsible for the loss, it would be much more appreciated if you could offer $90 Raise Reward credit ($270 divided by 3) instead of $50.
 
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], we were able to review the order in question. On March 27, 2016 the customer placed an order for a [redacted] Store eGift card with a balance of $98.36 and purchase price of $91.47, on Raise.Before this complaint was received, the customer had no previous...

contact with Raise regarding this order. The order was never previously refunded or recharged. The gift card purchase was charged to the customer’s original payment source on March 27, 2016 and no refunds or other charges were made in connection to this order. Our Gift Card Support Team is currently looking into the trouble that this customer is experiencing with the gift card, and they will reach out to the customer with a resolution shortly.We are happy to answer any further questions that the customer may have regarding this order while we work toward the best resolution.

After again receiving Revdex.com complaint number [redacted] again, we are still unable to offer the customer a different resolution.The 100 Day Money-Back Guarantee guarantees purchases for the first 100 days from the purchase date. Any issue brought to Raise within that time frame will absolutely be handled with the best resolution for the customer. The Raise Guarantee does not, however, encompass requests received outside of 100 days. While, according to the customer, the issue did occur within the guarantee period, it was not brought to the attention of Raise until the order was well outside of policy.The Raise Guarantee is a strict time frame and all customers agree to this policy when they agree to the Terms and Conditions of creating a Raise account. We would like to again apologize for the inconvenience that this order has caused and believe that the issue has been resolved within the parameters of the Raise Guarantee.

After receiving and reviewing Revdex.com complaint number
background-color: rgb(255, 255, 255);">[redacted] and the corresponding order number, it appears that the current resolution is warranted.
On January 19, 2016 the customer purchased a [redacted] (In Store Only) gift card from Raise.com with a value of $196.31 and purchase price of $173.73. The customer then contacted Raise Member Services on May 19, 2016 and expressed to the serving agent that the card had the incorrect balance when it was redeemed in store. The serving agent requested that the customer return the gift card to Raise in the case that we would be able to offer further assistance once the card arrived in the office.
Due the the length of time that had passed since the Raise Guarantee had lapsed for this order, further action could not be provided 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. For this particular order, the Raise Guarantee had lapsed as of April 28, 2016. This date falls nearly a month before the customer contacted Raise, but the serving agent offered further review on the gift card in the case that we were able to take further action. Regrettably, we were not.
We would, however, like to offer the customer a Raise credit of $20.00 to be used toward a future purchase, as recompense for this issue. The $20.00 is now available in the customer’s Raise account to use toward a future purchase. The credit will automatically apply and no promotional code is necessary to make the purchase.
We would like to sincerely apologize for any inconvenience this has caused for the customer and look forward to serving him again in the future.

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. I disagree completely with their account of the situation but realize that they will continue to stonewall no matter what. They also failed to mention their hefty 15% fee to re-list a card that they sold with misleading advertising, which is completely outrageous and only adds insult to injury. I expect the card to be immediately unlocked now that both this complaint and my dispute with my credit card have been closed. I will NEVER buy anything from Raise.com again and will discourage everyone I know from using them. 
Sincerely,
[redacted]

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]

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 April 27, 2016 the customer purchased a Big Lots gift card with a value of $100.00 for a purchase price of $90.00. The customer then sent an email to Raise Member Services on June...

7, 2016 expressing that the gift card was declined in the store and the hotline presented a $0 balance when called. Unfortunately, the Member Services Team was unable to answer in a timely fashion and we are now happy to offer the customer a refund for the purchase price of the gift card. 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. The customer’s refund of $90.00 was processed as of June 14, 2016 and will be reflected back on the customer’s original payment source within 1-3 business days.We would like to sincerely apologize to the customer for the inconvenience and the length of time before a response was received. At this time we would like to consider the issue resolved and look forward to better serving the customer in the future.

Complaint: [redacted]
I am rejecting this response because:  Although I did not contact them until July 2016.....they were notified by [redacted] on July 25th, 2015 (less than 20 days after I purchased it) that this card was purchased with a stolen credit card.  Since Raise.com was notified by the merchant (which Raise did confirm that they were notified of the activation issue - and it would be on the recorded phone call I had with them)...and it was well within the 100 days I should have been contacted and a credit refunded.   If they are aware of fraudulent activity on a product they are selling most ethical companies would make good with the customer and refund accordingly.  
Sincerely,
[redacted]

After receiving and further reviewing Revdex.com complaint number [redacted] we are happy to further address the concerns that the customer has presented, as well as further explain the information that was needed to resolve this issue.At the initial point of contact on January 23, 2017, the handling supervisor was assisting the customer with the 12 cards that the customer had called in about. According to the notes provided, the customer was unable to provide the card numbers or the Card ID of the cards in question. In order to refund the correct cards, we needed that information in order to make the transaction fair to both the buyer and the seller. When the customer checked the other 15 cards and found no balance on them as well, the supervisor informed the customer that these would be sent to our Gift Card Support Team for further review as we needed to verify what happened to all of these cards.Because of the limited information that we had in regards to the redemption of these cards, we asked the customer if it would be possible to provide any transaction history or proof from the brand that these cards were invalid and they were unable to redeem them. Whenever a card may go bad, based on the information that is provided by customer, our Gift Card Support Team looks into the issue and will approve or deny the refund based on what they find from the brand and the seller. In this case, with the little information provided, they were unable to review in a proper manner.Recently, our SVP of Operations also reached out to the customer to better explain the process as well as obtain the needed information in order to resolve.We’d like to sincerely apologize once more to the customer for this experience and the delay in receiving a resolution. As mentioned, we have refunded all 4 orders for their full purchase price and emails have been sent to the customer as well confirming this.Every day we are improving the quality and the selection of the gift cards on our marketplace as well as the verification process needed for sellers. We also hope to improve the communication process with our members as well as the overall member experience. At this time, we would like to consider this issue resolved and any further questions or comments about this experience can be sent to [redacted].