Raise Marketplace Inc

I'll just do a chargeback. Thanks for nothing

After receiving Revdex.com complaint number [redacted], we were able to review the complaint and the orders it...

references.
The customer purchased three [redacted] gift cards on December 13, 2015 across two different orders on Raise.com. [redacted] had a policy change in early January 2016 regarding the way that they accept eGift vouchers for gift card redemption. The cards in this customer’s orders were all affected by this change.
When notified about this change, Raise attempted to have sellers send the physical versions of these gift cards to the customers affected so they would still be able to utilize their savings. Unfortunately, not all of the sellers were able to send out the physical cards and some buyers were unable to redeem the gift cards the way they had intended.
In this specific case, the customer contacted Raise Member Services on January 18, 2016 and notified the serving agent that the gift cards would not work and that there was probably a full balance on them all. At that time, the serving agent reached out to the sellers to make sure that the gift cards could be sent to the customer. When the sellers could not confirm shipment on the gift cards, the orders were escalated to the Gift Card Support Team for further review, for a resolution, due to the high value of the orders.
Regrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer filed a dispute on the orders. Raise is unable to refund a purchase when a dispute has been filed, so we did have to wait until the dispute had been removed before a refund can be completed for the customer.
During review by the Gift Card Support Team they were able to determine that the customer had been able to use some of the gift card in the voucher format before the policy change occurred, so a refund was processed for what was not used by the customer in voucher format.
We understand that this an absolutely unacceptable time frame for a customer to wait and are working to improve response time for the Gift Card Support Team. It is always our mission to learn from every customer experience and use it to improve the way our marketplace works.
We would like to extend our deepest apologies for the inconvenience that this customer faced with these orders and would like to consider the issue resolved at this time. We look forward to better serving them again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 14, 2014 the customer purchased a [redacted] gift card with a value of $300.00 for a purchase price of $252.12 through Raise. The customer...

then contacted Raise Member Services on June 24, 2016 and expressed to the serving agent that she was unsure if she had used the card previously, but at that point it was no longer working. At that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee, so he was unable to offer her a refund or replacement card. After speaking with the serving agent, the customer requested to speak with a supervisor. This request was met and a supervisor for the Member Services Team spoke with the customer and offered her a $30 Raise Rewards credit to use toward a future purchase, as the order was not longer within the Raise Guarantee. The customer accepted the credit and it was placed into the Raise account. The Raise Guarantee for this order lapsed as of March 24, 2015. 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. Had the customer contacted us on or before that date, we would have been able to offer further assistance for the purchase. We would like to sincerely apologize for any inconvenience this order caused, and look forward to serving the customer again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On September 23, 2015 the customer purchased three [redacted] gift cards of varying balances and purchase prices from Raise.com. The customer then...

contacted Raise Member Services via email on July 16, 2016 and expressed to the serving agent that two of the gift cards did not work in store. At that time, the serving agent informed the customer that the order had fallen outside of the 100 Day Money-Back Guarantee and the purchase would not longer be covered. Within the email communication between the agent and the customer, the customer was offered a $25 Raise Rewards credit to use towards the next order on Raise.The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. All refund requests must be received within this time period, as outlined in the Raise Guarantee, to be honored. Unfortunately, the Raise Guarantee for this order lapsed as of January 1, 2016 For this reason no further action can be taken on 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.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are happy to offer the customer a resolution.On September 5, 2015 the customer purchased, from Raise.com, a [redacted] Restaurant gift card with a value of $100.00 for a purchase price of $75.00. The...

customer then contacted Raise Member Services via email on May 2, 2016 and expressed that the gift card did not have the full balance because it had been used at a location nowhere near him.Unfortunately, the order fell outside of the Raise 100 Day Guarantee, and the serving agent did inform the member that no further action could be taken on the order for this reason. While the Raise 100 Day Guarantee does not cover orders outside of 100 days from the purchase date, we would like to provide this customer with a one time courtesy. We have applied $32.25 in Raise Credit to the customer’s account to use on a future purchase. This credit is the adjusted amount that would have been refunded had the issue with this customer’s gift card occurred within 100 days. The credit is already in the customer’s account and ready to use. The credit will automatically apply to a future order and there is no minimum purchase amount. We would like to consider this issue resolved at this time and hope that the customer finds a Raise Credit a suitable settlement.

Complaint: [redacted]
I am rejecting this response because when I called the help desk, they told me that there was nothing they could do and that no supervisors were available to help me with my complaint and that I would just have to wait until they could figure it out to process my refund. This is not acceptable when there was no disclaimer that said "if you are by the Canadian border please don't use Raise"  This left me without money on my vacation because it was now tied up.  This type of behavior should be reflected in their rating.
Sincerely,
[redacted]

FALSE ADVERTISEMENT !!!! I bought a $500 gift card from a particular store. My gift card DID NOT EXPIRE according to Raise.com. I was able to spend a portion of the money and saved the remaining balance for later. Well, that "later" NEVER HAPPENNED. After spending hours in the store doing my shopping, when I finally got to the cashier, I was told I had a ZERO BALANCE, when I was suppose to have around $278. I called Raise customer service and was told that my gift card had been closed !!!!! .....remember..... THIS GIFT CARD WAS NEVER SUPPOSE TO EXPIRE. I have to clarify all this happened WITHIN their 100 day policy guarantee. The only offered me a portion of the refund when it should be ALL my remaining balance, without even considering all the hours and horrible experience I spent at the store. I am still waiting for my refund of $75.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 18, 2016, the customer purchased a $100.00 valued [redacted] gift card for a total purchase price of $95.90. The customer contacted Raise via...

live chat on December 19, 2016 expressing that the gift card was showing a zero balance the first time they attempted to redeem this gift card. The supporting agent verified the balance through the brand’s balance checker and it was still showing as the full $100 value. The customer had informed the agent that the gift card was showing a zero balance both in store and online. The supporting agent informed the customer due to the card showing $100 on our end, Raise would need to send this card to our Gift Card Support Team for further review.On January 5, 2017, our Gift Card Support Team reached out to the customer that the refund would not be processed due to the redemption information provided to us from the brand.The customer contacted Raise for the second time on January 9, 2017 reiterating they attempted to use the card again, and were told in store this card had a zero balance. The supporting agent informed the customer that this would need to get sent back to our Gift Card Support Team, due to the conflicting information that was provided. Typically, this process will take 7-10 business days and the customer would be notified via email regarding the final outcome.Regrettably, our Gift Card Support Team was unable to respond in a timely fashion. The customer was notified via email on January 30, 2017, that the refund had been processed and would appear on the customer’s bank statement in 3-5 business days. There was also a special promotional code good for $10 off a $50 or more purchase that was sent in the email as well. We understand that this is an unacceptable time frame for a customer to wait for a resolution and due to the mismatch in the card’s value at the initial point of contact, it was unable to be resolved immediately. We would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary promotional code a suitable settlement. Any further questions can be sent to [redacted] and we’d be happy to further assist.

We were able to further review Revdex.com complaint number [redacted] as well as the Raise order in question. On January 7, 2016, the customer contacted Raise Member Services about an [redacted] Theatres gift card that was purchased on September 19, 2015. She informed us that when she tried to use the gift card,...

she found that there was a zero balance. Because the order was outside our 100 Day Guarantee, the order had to be sent to our Gift Card Support Team for further review. She would then be refunded if they were able to determine that the card’s funds varied within the first 100 days. Unfortunately our Gift Card Support Team was unable to reply in a timely manner. On February 17, our Gift Card Support Team was able to determine that the issue occurred within the first 100 days of the order. At this time, a full refund was processed and therefore $72.45 was credited back to her original payment source.We sincerely apologize for the delay in resolving this issue and are currently working to minimize our response time to an acceptable level. We hope to be able to serve her again in the future.

I was told by YOUR employee when I called, 4 times and waitingsabsurd amounts of time on hold that my refund of $18 would come as well as my account be credited with my credit for referring a friend to you of $5. That's not "additional compensation"       As per YOUR website, you offer $5 for each friend that I send to you and makes a purchase. I sent 2. YOUR app has a glitch through NO FAULT of my own and YOU took that credit off my account. I'm glad that you finally recognize that your app does not funtion properly, speaking of your error, you absolutely owe me the $5 referral credit. You admitted to a glitch, recognized that this has happened to several people, so why is it that I am not getting Paid the $5 referral credit that you took from me in error?  plaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are happy to offer the customer an alternative resolution.On May 15, 2016 the customer purchased multiple [redacted] gift cards from Raise.com. This specific gift card had a value of $65.00 with a purchase...

price of of $58.11. The customer contacted Raise Member Services on May 20, 2016 and expressed to the serving agent that the gift card only had a balance of $5.48 when it was redeemed at Lowe’s. In order to offer a refund for a [redacted] (In Store Only) gift card, we do require the gift card to be returned to the office or a transaction history be provided. In this case, the customer’s gift card was taken at [redacted] when the value had been depleted. As this is the case, we are unable to offer the customer a refund for the gift card. As this is an unfavorable situation, we are happy to provide the customer with a Raise Rewards credit of $53.20, the amount of the partial refund that the customer would have received, had the physical card been returned to the Raise office. This credit is now available in the customer’s account and will automatically be applied to the next order placed. This is, however, a one time courtesy, as with some physical card brands, we are unable to offer a refund without the physical card being present. We would like to consider the issue resolved at this time and hope that the customer finds a Raise Rewards credit a suitable settlement.

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

the current resolution is warranted.
On November 18, 2015 the customer purchased a Home Depot gift card with a balance of $220.88 and a purchase price of $208.91 from Raise.com. The customer then contacted Raise Member Services on July 13, 2016 and expressed to the serving agent that the gift card only had $32.00 available upon redemption. At 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 purchase.
While there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. As 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 customer. The guarantee period of this order lapsed as of February 26, 2016.
The customer was offered a credit of $20 to use toward a future purchase that can be used in combination with the promotional code that was originally offered to the customer on the phone with the serving agent.
We would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future.

I'm writing in response to the most recent communication received from [redacted]. I had previously been communicating with [redacted] about this case and provided her with a detailed response regarding the case [redacted] after numerous rejections. That email was sent on March 23, 2016 and was as follows: "After further investigation, we still firmly believe that the Walmart gift cards in question were either used by the purchaser ([redacted]) or were resold in their area. She and her husband have purchased a large amount of Walmart gift cards and subsequently used them at multiple stores in the state of Texas. The three Walmart gift cards mentioned in the Revdex.com complaint were successfully redeemed in [redacted], Texas. We understand that this location is further than she normally travels to Walmart and we also investigated the sellers. The cards come from two separate sellers in different states, California and Florida. The cards were also activated in these states, which tells us they have no immediate ties to the Texas area. Further investigating was done, but for privacy purposes, we cannot share all of our member's personal and business details. Our Gift Card Support Team further confirmed that their official conclusion was that these gift cards were not compromised. For this reason, we will not be providing a refund for the orders in question.I hope this clarifies any outstanding questions. Of course, please let me know if I can be of any further help."She had sent me an email outside of the Revdex.com portal and I was told we could conduct our communication that way. On March 24, she asked if she could use my response as a business response and I said yes and asked for more details on the next steps. I did not receive any further reply from [redacted] or the Revdex.com until this letter from [redacted] threatening to revoke our accreditation. I called [redacted] today and left a message asking him to give me a call so we could discuss the details of this case and why exactly we are being threatened with revocation. Raise has no intention of resigning our accreditation and we look forward to resolving whatever we need to in order to be in good standing.

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.As this order falls outside of the Raise Guarantee and the customer contacted outside of the 100 days outlined within those terms, we are unable to honor the request for review. There are measures in place that still have sellers reviewed if there is an issue outside of the 100 day period, but compensation is, unfortunately, not offered in the same way that it is while an order is still within the 100 Day Money-Back Guarantee. Raise does encourage customers to redeem their gift cards while the Raise Guarantee is still active for each order so that if an issue ever does arise, we are able to fully assist, no matter what the issue is. If the customer does have other outstanding issues, we will be more than happy to address those. To have those addressed we suggest the customer send them in an email to us at [redacted]
We apologize again for any inconvenience this has caused and feel that the issue has been resolved at this time.

After receiving Revdex.com complaint number [redacted], we were able to review the customer’s Raise account and have already provided the requested solution to the customer.The customer sold a [redacted] card through the Raise marketplace on July 14, 2016 with a balance of $10.00 for a purchase price of $8.73....

After it was purchased through Raise, the buyer contacted the Member Services Team and expressed that the gift card did not work for a purchase, so the purchase was refunded of the buyer and the funds were removed from the buyer. After this occurrence, the seller contacted Raise and informed the Member Services Team that the buyer did indeed use the card, as the seller did not, and was able to provide a transaction history for this particular gift card. As this proof was submitted, the debit on the seller’s account was reversed and there is now no negative balance on the account. The account does still currently have a hold on it, but this does not take access away from gift cards purchased through Raise. Any gift card in the customer’s account can still be accessed through the web browser but will not be available in the app. This hold prevents any gift cards from being purchased or sold on the marketplace through this particular account. The account will remain in this state unless the customer agrees to the terms set forth by the Seller Support Team, to provide proof of purchase on future gift card listings due to the volume of gift cards being sold through this particular Raise account.We would like to apologize for any inconvenience this has caused, and if the customer has any further questions, the Seller Support Team is more than happy to provide further information.

After reviewing Revdex.com complaint number [redacted] and the corresponding order number with the Gift Card Support Team, it appears that the current resolution is warranted.
The Gift Card Support Team has been in contact with the Disney brand and were able to confirm that two orders, equalling the total of the gift card amount, were placed on [redacted] through the email address, [redacted], which is also associated with the customer’s Raise account. The first order was placed on April 20, 2016, order number [redacted] for a total of $62.19 and the second order placed used the gift card for $36.17 on August 1, 2016, order number [redacted]
Given this information, we are unable to provide the customer with a refund or replacement card per the terms of the Raise Guarantee.
If this customer has further questions or would like to provide any further information, we encourage the customer to reach out to us at [redacted]
At this time we would like to consider the issue resolved and look forward to better serving the customer in the future.

We have further reviewed Revdex.com complaint number [redacted] as well as the customer’s Raise order and account....


Order [redacted] was placed on January 31, 2016. This order contained a $500 [redacted] gift card. On February 6, the customer called into our Member Services department to let us know that there was a zero balance on this gift card and she was unable to use it.
Due to the high value of this gift card, the order was sent to our Gift Card Support Team for further review. She was informed that it may take 10-14 business days to reach a resolution. This is a longer timeframe than we find acceptable, but due to an influx in inquiries, our response time has increased for the time being.
We are working to minimize our response time so as to better assist our members. A $10 credit has been added to this Raise account due to the inconvenience. This credit will automatically apply to her next order of $11 or more.
We sincerely appreciate the customer’s patience in this matter and we hope to serve her again in the future.

After receiving and further reviewing Revdex.com complaint number [redacted], we are, unfortunately, unable to offer the customer a different resolution.The customer contacted Raise regarding a $47.00 charge on March 3, 2016 via email. The serving agent asked the customer to call in as unauthorized purchases...

are taken very seriously, and we want to make sure to cover all bases. Upon calling in the customer was informed that the information regarding the unauthorized purchase would be forwarded to our Order Processing Team for further review.After further investigating this charge, our Order Processing Team was able to use the account and payment information to determine that this charge was not fraudulent. The purchase was made under the same last name as the customer, which also successfully went through credit card verification. This purchase was also made on a different Raise account than the one the customer had initially used to sell a gift card. Raise also has a security system in place that determines the validity of purchases while they are made and can also be checked after as well. The security system did not detect any fraudulent activity. The IP address of the customer and this order were also taken into consideration. The IP address of the order that was placed for $47.00 was determined to be close in location to the IP address of the verified email of the customer’s from her seller account. While speaking with the Order Processing Team, the customer was also told that she could dispute the charge with her bank because although our system was able to determine that the purchase was legitimate and no refund would be processed through Raise, the customer’s bank may be able to assist more going forward.We apologize for the inconvenience this may have caused. However, based on the information collected by our Compliance Team, we are confident that this order was not purchased fraudulently.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11015731, and find that this resolution is satisfactory to me.
Sincerely,
Robert [redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On October 7, 2015 the customer purchased a Tommy Hilfiger gift card from Raise.com for a purchase price of $88.51 with a value of $100. The customer...

then contacted Raise Member Services on April 24, 2016 and expressed to the serving agent that the gift card was not working. The serving agent explained to the customer that the order fell outside of the 100 Day Monday-Back Guarantee so a refund could not be provided.The Raise Guarantee does not cover requests on orders made outside of 100 days from the date of purchase. Had the customer inquired about this gift card within the first 100 days from the date, with an issue, it would have absolutely been resolved. As the order was brought to the attention of Raise outside of that 100 day period, no further action can be taken on the order.We would like to apologize for any inconvenience that this has caused and look forward to better serving the customer again in the future.